Beyond Philosophy

SEPTEMBER 3, 2022

The Maersk Line project that I worked on with Michél Patterson , a continuous improvement expert in Lean Six Sigma was one of the most, with an improvement of 40 points for their Net Promoter Score® (NPS) over 30 months. – A case study appeared first on CX Consulting. Implementation was a big part of that success.

Case Study 113

Case Study ROI Study Net Promoter Score 113

Calabrio

MARCH 5, 2025

To measure goals like these, you must identify specific key performance indicators (KPIs)such as the percentage of conversations where a customer is likely to churn, first call resolution rate , or CSAT scores and make sure the insights found are aligned with your business objectives.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

ECXO

DECEMBER 25, 2024

It can feel like a tug-of-war, where the push to scale revenue, grab a bigger slice of the market, and stay ahead of the competition sometimes clashes with the time, effort, and resources required to ensure customers feel valued and satisfied. Use testimonials and case studies to showcase real-world impacts.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

GetFeedback

JUNE 22, 2019

The same holds true for your Net Promoter Score survey. What is Net Promoter Score (NPS)? Net Promoter Score surveys are a type of customer experience survey. And all this effort in providing a consistent experience is more than worth it. For example, instead of asking, “ What was the reason for your score?”

NPS 304

NPS Net Promoter Score Survey Effort Score 304

Retently

MARCH 17, 2025

Quantitative Data (Metrics & KPIs – The What) First response time Resolution time Number of tickets created & resolved NPS, CSAT, and CES scores Return rates and refund percentages Qualitative Insights (Customer Sentiment & Context – The Why) What are customers actually saying in their feedback? Lets break it down.

Report 90

Report How To Effort Score NPS 90

Beyond Philosophy

SEPTEMBER 8, 2022

The results were a 40-point increase in their Net Promoter Score® (NPS) over 30 months and a 10 percent increase in shipping volumes. Patterson says every day, the team learned something new, and with this communication network established and maintained, they could continuously improve their efforts to innovate the experience at Maersk.

Case Study 97

Case Study ROI Study Customer Experience 97

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. So Comcast made dramatic efforts to improve the wait times and engaged their employees in the field to help.

Case Study 152

Case Study Airlines Conference Wait Times 152

AskNicely

APRIL 17, 2017

It can also be a good idea to gather some case studies from other companies (ideally from your industry). Propose a Trial and Create Mini Case Studies. You can then use that information to develop a case study. You’ll want to make sure that everyone is aware of these case studies. Conclusion.

NPS 150

NPS Case Study Social Media Net Promoter Score 150

InMoment XI

NOVEMBER 15, 2023

There are four common customer experience analytics metrics: Net Promoter Score (NPS) Net Promoter Score , or NPS, is a widely used metric to measure customer loyalty. Customer Effort Score (CES) Customer Effort Score (CES) assesses the ease with which customers can achieve their goals when interacting with a company.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

InMoment XI

FEBRUARY 12, 2024

On the other hand, customer experience integrations focus on the collaborative efforts of different software applications to amplify the capabilities of customer experience management. By automating those tasks, you also have more time to empower multiple stakeholders in the overall strategic decisions behind your customer experience efforts.

Effort Score 195

Effort Score NPS Net Promoter Score ROI 195

Experience Investigators by 360Connext

OCTOBER 17, 2023

However, many people with that understanding don’t invest the time, effort, or resources needed to actually take action on that understanding. Many leaders will nod along with this conversation, but they lack the true knowledge to put the right time, effort, or resources toward this understanding. WHY are we collecting feedback ?

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Retently

JUNE 28, 2022

Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. They read their feedback, check the high score, pat themselves on the back and move on to other tasks. Another great “push” is to reward their efforts.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

LiveChat

NOVEMBER 27, 2018

You might think that there’s a lot of time and effort put into the whole team training. The reason for such score is the fact that our bots often didn’t understand the questions our customers were typing. Now, we have customer response suggesting , so this score should improve soon. This should improve the score!).

Case Study 71

Case Study Chatbots Study Customer Service 71

CSM Magazine

JANUARY 2, 2025

Its the effort to see the world from their perspective, even if you havent experienced their situation firsthand. Empathy turns a one-sided, transactional exchange into a collaborative effort. Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list. Lets break it down further.

Effort Score 52

Effort Score Case Study Culture Healthcare 52

CSM Magazine

JANUARY 2, 2025

Its the effort to see the world from their perspective, even if you havent experienced their situation firsthand. Empathy turns a one-sided, transactional exchange into a collaborative effort. Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list. Lets break it down further.

Effort Score 52

Effort Score Case Study Culture Healthcare 52

Customers Rock!

APRIL 14, 2010

We had a great discussion around listening to customers, gathering social media feedback and turning it into action inside of a company, and of course we talked about the NetPromoter score and how to use it strategically. Countless reports and case studies have proven this linkage.

Social Media 154

Social Media Case Study Financial Banking 154

Experience Investigators by 360Connext

JULY 28, 2020

Consider this case study: For more than three decades the Business Roundtable , the association of CEO’s from America’s leading companies, had encouraged corporate leaders to consider the goals of their businesses to be focused squarely on shareholder value. Delivering real business results from customer experience efforts.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Happy or Not

NOVEMBER 13, 2024

The customer service teams noticed that peak times, such as weekends and evenings, decreased customer satisfaction scores, prompting them to optimize staff schedules and reduce wait times. Within six months, JACK & JONES saw a significant improvement, with customer satisfaction scores rising by 35%. Read the full case study here 2.

Examples 36

Examples Customer Service Case Study Hospitality 36

Lumoa

OCTOBER 12, 2020

Mature CX programs have customer feedback coming at them from all directions: NPS surveys, CSAT ratings, CES (customer effort score), and even activity and behavior monitoring. Promoter sound bites get sent to marketing as potential case studies or candidates for reviews. What is the Customer Feedback Loop?

Feedback 195

Feedback How To NPS Customer Centricity 195

NobelBiz

JANUARY 28, 2025

Customer Satisfaction (CSAT) Scores : These reflect how satisfied customers are with their experience. Collected through post-call surveys, CSAT scores provide direct customer feedback. Net Promoter Score (NPS) : Measures how likely customers are to recommend your services to others. A strong NPS indicates a loyal customer base.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

Totango

MAY 5, 2021

Some of the most prominent of these measurement techniques include the following: Net Promoter Score (NPS). There is an index that scores customer satisfaction on a scale of zero to ten. Asking promoters to participate in a case study, serve as a reference, or speak at an event. Customer Effort Score (CES).

Measurement 118

Measurement Effort Score Customer Experience Data 118

Feedbackly

MAY 16, 2024

The case study with Kekäle reveals that when customers have a positive emotional experience, the likelihood of making a purchase is 40 percent higher compared to a negative experience. Kekäle is one of the best-known retail chains in Finland.

Case Study 105

Case Study Effort Score Ecommerce Touchpoint 105

SurveySensum

DECEMBER 4, 2024

This is where Net Promoter Score comes into play. And an NPS score can be from -100 to 100 and can provide insights into a bank’s overall customer experience. A high NPS score in banking indicates a stronger customer relationship, more referrals, and, therefore, greater growth.

Banking 52

Banking NPS Financial Net Promoter Score 52

BirdEye

MARCH 6, 2025

But the real challenge was turning scattered efforts into a unified, results-driven strategy. Get listed on high-authority online directories A business listed on high-authority directories like Yelp, BBB, and Yellow Pages has a higher trust score with search engines. Do you know how?

Tips 85

Tips Tools Social Media Multi-Channel 85

Vonage

MAY 11, 2016

However, despite our best efforts, we were failing our customers; we were constrained by our system solutions. The technology has enabled us to build solutions that are impressively easy to access and deliver and the results are impressive too… we have the highest employee satisfaction scores in the business with a leap of 9 overall points.

Customer Experience 60

Customer Experience Multi-Channel Competitive Advantage Effort Score 60

Michel Falcon Experience

OCTOBER 10, 2014

I recognized that the companies we admire have made a premeditated effort to put their customers at the core of their business. The Vancouver-based franchisor is a case study for the Net Promoter Score , company culture and their employee development. “It’s all about the people.” How are you hiring?

Customer Experience 143

Customer Experience Net Promoter Score Customer Centricity Effort Score 143

InMoment XI

AUGUST 13, 2024

Its main purpose is to help businesses understand which marketing efforts are driving inbound calls and how effective these campaigns are in generating leads. This results in higher conversion rates, shorter sales cycles, and more targeted, successful sales efforts. Conversation intelligence software goes beyond simply tracking calls.

Software 195

Software Social Media Analytics Return on Investment 195

Optimove

MARCH 19, 2025

From Optimove CEO Pini Yakuel unveiling the Positionless Marketing Movement, to real-world case studies, deep-dive product sessions, and an inspiring closing keynote by futurist Nikolas Badminton, the day was packed with insights, innovation, and practical strategies for the future of marketing.

Connections 52

Connections Marketing CRM Banking 52

Optimove

NOVEMBER 28, 2024

For Sports Betting Sites: Engage fans with real-time bet suggestions tailored to their preferences, such as prop bets on touchdowns or halftime scores. The Guide to Control Groups in Marketing Optimize your marketing efforts with our guide and gain access to a free uplift calculator.

Sports 59

Sports Retail Multi-Channel Effort Score 59

Russel Lolacher

JUNE 15, 2021

Much of that advice is a mix of score keeping; being more human and less of a dick; building relationships that matter; solving customer problems; leading with empathy; etc. There are some great brains out there that break all this down into case studies and tactics that leaders can really use to better serve their customers. #CX

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

GetFeedback

APRIL 3, 2019

We have the ability to look at our service experience score as an aggregate and at a granular level. Our second use case is our purchase experience survey. A survey is triggered after a customer checks out on yeti.com and it monitors their effort to purchase on our website. Was it easy to navigate? Did you find it cumbersome?

Feedback 220

Feedback Omni-Channel Self Service Analytics 220

InMoment XI

MARCH 27, 2024

They can do the same job as traditional advertising and marketing, but where offline or print efforts may fall short — specifically: getting your automotive business found online — a sound local listing management strategy can make the most impact. Local listings serve as powerful marketing assets that can do wonders for your brand.

Automotive 195

Automotive Management Social Media Feedback 195

InteractionMetrics

FEBRUARY 20, 2025

Your Net Promoter Score (NPS) isntjust another numberits a direct reflection of customer trust and customer loyalty. Here are 21 actionable strategies to improve your net promoter score and elevate your NPS the right way. Some might cherry-pick respondents, while others could pressure customers into giving a good score.

NPS 52

NPS Net Promoter Score Strategy How To 52

Grade.us

APRIL 28, 2020

So, they create a review management case study to showcase the results they’ve achieved for other clients. A successful review management case study shows results. Case studies are ideal if you have the right ingredients. A great case study starts with the right ingredients. “See?

Case Study 40

Case Study Study Management How To 40

Kayako

MARCH 3, 2016

This metric, along with average resolution time, can show how effective your team is, and indicates how much effort your customers have to put in to get their issue resolved. A high average number indicates the queries are probably not going to the right person straight away, and indicates a high effort customer experience.

Metrics 120

Metrics Net Promoter Score Self Service Effort Score 120

Genroe

APRIL 13, 2015

Should you use Net Promoter ® or Customer Effort Score or Customer Satisfaction or some other new fad metric ? Customer Effort Score is Not Effective. While it may be a great idea, the Customer Effort Score metric is less effective than all of the other metrics analysed. incredibleguy.

Effort Score 40

Effort Score NPS Net Promoter Score Customer Satisfaction 40

Kayako

DECEMBER 3, 2015

Maybe you could send over some case studies – like these ! Ben’s Chief Customer Officer has championed the use of Net Promoter Score (NPS) within the business, and has even spoke at an event about it. And you know just how powerful delightful customer service experiences can be to drive positive word-of-mouth.

Customer Service 120

Customer Service How To Case Study NPS 120