Retently

MARCH 17, 2025

Perfect for CX managers, operations, and leadership teams who need strategic insights to optimize operations and refine policies. Key Metrics to Include: CSAT/NPS Trends : Did customer satisfaction shift? customer sentiment via NPS, CSAT, CES) How has our customer retention rate changed year-over-year? The result?

Report 90

Report How To Effort Score NPS 90

InteractionMetrics

FEBRUARY 20, 2025

Your Net Promoter Score (NPS) isntjust another numberits a direct reflection of customer trust and customer loyalty. A high NPS means happy customers who are eager to spread the word about your business, fueling growth and strengthening your brand reputation. Dig Deeper into Your Scores Your NPS is an outcome, not an isolated metric.

NPS 52

NPS Net Promoter Score Strategy How To 52

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. It could be increased market share, improved NPS, or higher customer retention. It also involved communicating with leadership regularly about what the team learned and needed. Rule #2: Measure.

Case Study 97

Case Study ROI Study Customer Experience 97

InMoment XI

APRIL 3, 2023

NPS made sense. The case studies in the books made sense. However, it wasn’t until a couple of years ago that our leadership team asked me to lead the effort to rethink and revamp our CX program: Elevate. We know that when an Above & Beyond employee is recognized, NPS is 5x higher. and Outside In.

Tips 195

Tips Touchpoint Customer Centricity NPS 195

TechSee

JANUARY 25, 2023

Mark produced and led global customer experience programs leveraging NPS and a closed-loop process improvement at multiple companies. She is responsible for strategy and global business execution, contributing to the Best in Class NPS for IBM Support. She is responsible for an over $300M operating budget, supporting over 350K SKUs.

Management 41

Management Automotive Leadership Effort Score 41

Experience Investigators by 360Connext

JULY 28, 2020

It’s easy to believe your brand is thinking of customers when in reality the leadership simply isn’t ever asked to do so. The goal of that customer understanding might be “To improve Net Promoter Score (NPS) results for Hannah within the next 12 months.”

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

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. Proven Track Record : Research the vendor’s track record and seek customer experience case studies to gauge the effectiveness of the solution.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

Beyond Philosophy

OCTOBER 11, 2019

They increased their Net Promoter Score® (NPS) by 34 points over 30 months and enjoyed a ten percent increase in sales. Since this initial 30-month period and increase in NPS, their score has climbed another 15 points—and they are not done yet. Changing The Prevailing Attitude Requires Persistence and Leadership.

Customer Experience 126

Customer Experience Employee Engagement Case Study NPS 126

The DiJulius Group

JANUARY 8, 2024

Read Full Article The post KeyBank’s Obsession over Client Experience Sends their NPS and CSAT Scores Soaring appeared first on The DiJulius Group. KeyBank Branch & Contact Center Leaders KeyBank planned to enhance its already successful customer experience culture in January 2022 when.

NPS 98

NPS Contact Center Conference Culture 98

DCX

DECEMBER 29, 2024

Unf*ck Your CX: NPS Is Lying to You The Paper Passport Is Fading: What It Says About Our Future Zero Complaints: The Path to Continuous Value Creation Gamified Fitness: What Whoop Can Teach Us Why it matters: Whoop , the $3.6 What’s wrong with NPS? NPS is just one piece of the puzzle. That’s like driving blindfolded.

NPS 52

NPS Gamification Effort Score Customer Centricity 52

DCX

FEBRUARY 11, 2025

Leadership barely notices. It's pretty deflating when leadership doesn't seem to notice, right? I once spent six months optimizing a key digital touchpoint, only to hear leadership say they had ‘no visibility’ into CX success. Present it to leadership to reinforce CX’s strategic role. Sound familiar?

Self Service 52

Self Service Leadership Comparison Report 52

Thematic

MARCH 30, 2025

For customer experience teams, KPIs like customer satisfaction score (CSAT) , net promoter score (NPS) , and customer effort score (CES) help quantify how well you’re meeting customer needs. To secure leadership support, demonstrate the ROI of customer insights with case studies, pilot projects, and competitive benchmarks.

Customer Insights 62

Customer Insights Data Analytics How To 62

Thematic

MARCH 30, 2025

It improves your NPS and survey engagement. Fast follow-up matters: companies that respond within 48 hours see a 6-point lift in Net Promoter Score ​ (NPS). The Link Between NPS Survey and Customer Churn At Thematic, we’ve looked at churn data across all NPS scores and found that churn is present across all responses.

Feedback 62

Feedback Roadmap Effort Score NPS 62

CSM Magazine

JANUARY 2, 2025

Encouraging a Culture of Empathy A culture of empathy cant exist without leadership driving it forward. Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list. Case Study: Apple Support Apples customer support is known for being as polished as its products. The result?

Effort Score 52

Effort Score Case Study Culture Healthcare 52

CSM Magazine

JANUARY 2, 2025

Encouraging a Culture of Empathy A culture of empathy cant exist without leadership driving it forward. Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list. Case Study: Apple Support Apples customer support is known for being as polished as its products. The result?

Effort Score 52

Effort Score Case Study Culture Healthcare 52

Zeisler Consulting

JUNE 30, 2021

Whether you’re using NPS, C-SAT, CES…whatever it is, you’re only hurting your own CX efforts. If I ask you what your NPS tells you, you can probably go on about Customer loyalty, likelihood to repurchase, share of wallet, and many other great things that have come out of white papers and case studies over the years.

Effort Score 93

Effort Score NPS ROI Case Study 93

ShepHyken

SEPTEMBER 7, 2018

If your customer service and success teams are anything like the average customer-focused team, you are always looking for ways to show your ROI to leadership and other departments, and working on initiatives to increase that ROI. But, even if you’re not going to be reviewed, perform as if you are. – Shep Hyken. A review program.

Case Study 87

Case Study ROI B2B Study 87

Experience Investigators by 360Connext

MAY 15, 2024

This massive conference brings together 10,000+ experience management professionals to discuss what’s next, share case studies, and more. Jignesh’s leadership team meets monthly to review the customer feedback and identify issues with the customer journey. Importantly, they assign one function to take ownership of each issue.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Culture 143

ChurnZero

DECEMBER 14, 2022

This has led to an increase in cross-sells as well as client advocacy which for ClearGov includes references, participation in webinars and events, and case studies.”. Cor ity , an enterprise EHS and ESG software provider , was struggling to track customer satisfaction and feedback with a single, standalone NPS campaign per year.

Customer Success 98

Customer Success Meeting NPS Customer Satisfaction 98

Northridge Group

MARCH 4, 2025

The client needed to revamp its existing coaching program to improve AHT (Average handle time) and NPS (Net promoter score). They learned of our […] The post Reducing Operational Costs, Increasing EX Leads to Higher CX and ROI first appeared on Northridge Group.

ROI 59

ROI Net Promoter Score Average Handle Time Contact Center 59

Thematic

JANUARY 16, 2025

Smith & Smith , a vehicle glass repair company in New Zealand, used Thematic to categorize customer themes and connect them to Net Promoter Scores (NPS). By analyzing feedback in real time, businesses can track metrics like CSAT and NPS to stay ahead of the game. Berkeley Haas Center for Equity, Gender, and Leadership.

Analytics 62

Analytics Data Net Promoter Score Analysis 62

Totango

MARCH 29, 2022

It makes reporting to leadership so much easier on why engagement is low and how can we improve,” she says. By having insight into the number of support tickets or negative NPS scores, teams can mitigate the risk of having customers churn by automating when to take action, improving their experience and increasing retention.

Customer Engagement 101

Customer Engagement Engagement Effort Score Customer Journeys 101

ShepHyken

APRIL 14, 2024

17 Tips For Building Brand Loyalty With Thought Leadership Content by Forbes Expert Panel® (Forbes) For many companies, to achieve brand loyalty among their customers is the ultimate goal. The Nike loyalty program is an excellent case study we can all learn from. BONUS What Is Net Promoter Score and How Does It Work?

Net Promoter Score 78

Net Promoter Score Loyalty Programs Customer Service Ecommerce 78

delighted

SEPTEMBER 8, 2021

Read the full FIGS case study here. For example, in my role now, I can’t stand up in leadership meetings and say, “We closed $14 million in Monthly Recurring Revenue.”. In 2017, he completed Seth Godin’s AltMBA focused on strategic leadership. Can you tell us how you got started in customer experience? Very important.

Customer Experience 95

Customer Experience Net Promoter Score Healthcare Apparel 95

ClientSuccess

MARCH 9, 2020

While there are many different measurements of success in the industry, many CSMs are tracked and measured against KPIs like account expansions, customer churn or attrition, NPS score, or even the total calculated lifetime value of an account. These are often hard numbers that executives can easily measure or account for.

Customer Success 97

Customer Success Customer Experience Case Study Customer relationships 97

CSM Practice

MAY 22, 2020

Bonuses can be used to align CSMs and their teams with important company objectives and KPIs such as NPS, retention, expansion, and training. Number of case studies generated. A fixed amount is paid with a bonus component for teams that complete set objectives or projects. Number of advocates. Number of bookings.

Customer Success 126

Customer Success Effort Score Metrics Customer Centricity 126

Happy or Not

APRIL 1, 2025

Metrics such as Net Promoter Score (NPS) , Customer Effort Score, and Customer Satisfaction score help brands measure customer satisfaction and improve customer journey. Tracking net promoter score (NPS) and other satisfaction metrics allows companies to measure success and identify new growth opportunities.

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

Alliance by IFS

SEPTEMBER 14, 2019

This year’s Smarter Services™ Symposium leadership conference , September 16-18 in Chicago, will bring together more than 250 manager and VP-level service leaders to share and learn from one another’s executive leadership experiences. Previewing This Year’s Executive Leadership Conference Agenda.

Meeting 62

Meeting Conference Customer Journeys Self Service 62

CSM Practice

MAY 28, 2020

Bonuses can be used to align Customer Success Manager and their teams with important company objectives and KPIs such as NPS, retention, expansion, and training. Number of case studies generated. A fixed amount is paid with a bonus component for teams that complete set objectives or projects. Number of advocates.

Customer Success 126

Customer Success Management Metrics Effort Score 126

BirdEye

AUGUST 28, 2020

Get accountability from leadership. Try measuring overall customer satisfaction through a metric like net promoter score (NPS). If you see NPS increasing steadily over time, you will know that your efforts to improve operations are paying off. Case study: Hillcrest Animal Hospital.

Competitive Advantage 75

Competitive Advantage Feedback Net Promoter Score Hospitality 75

ClientSuccess

SEPTEMBER 3, 2020

Ideally, most objectives are quantitative and aligned to the important KPIs of the business (retention, upsell, cross-sell, NPS, # of case studies, etc.). You may have other key performance objectives you’d like your team to execute against (NPS, adoption goals, DELTs , quarterly team projects, etc.) and that’s just fine.

Customer Success 111

Customer Success Management NPS Sales 111

SuiteCX

FEBRUARY 13, 2015

©2015 suitecx – Confidential Is it NPS? ©2015 suitecx – Confidential Is it NPS? Starting to cause some ‘NPS fatigue’ for both customers and employees. Link between company growth and NPS is being contested. Vision Services Plan JumpstartMD Xanterra National Membership Organization Case Studies.

Customer Experience 100

Customer Experience Social Media Customer Journeys Multi-Channel 100

CSM Practice

FEBRUARY 24, 2020

Advocacy activity measures the number of advocacy activities your CSM or Customer Success team drove, such as referrals, reviews, case studies, etc. 6. Net Promoter Score (NPS). Net Promoter Score (NPS) is the percentage of your customers that are likely to recommend your SaaS solution to others.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

Gainsight

OCTOBER 2, 2023

Net Promoter Score (NPS) Is the #1 Non-revenue Metric NPS is the number one non-revenue measure of CS organizations in Europe (64%). But while NPS is popular, the use cases vary quite a bit. Some CS organizations use NPS as an early signal of risk or opportunity.

Customer Success 52

Customer Success Net Promoter Score NPS Case Study 52

Gainsight

OCTOBER 2, 2023

Net Promoter Score (NPS) Is the #1 Non-revenue Metric NPS is the number one non-revenue measure of CS organizations in Europe (64%). But while NPS is popular, the use cases vary quite a bit. Some CS organizations use NPS as an early signal of risk or opportunity.

Customer Success 52

Customer Success Net Promoter Score NPS Case Study 52

ClientSuccess

MARCH 9, 2020

While there are many different measurements of success in the industry, many CSMs are tracked and measured against KPIs like account expansions, customer churn or attrition, NPS score, or even the total calculated lifetime value of an account. These are often hard numbers that executives can easily measure or account for.

Customer Success 74

Customer Success Customer Experience Case Study Customer relationships 74

Thematic

JULY 9, 2024

The culture of being "customer-obsessed" is ingrained in DoorDash's DNA, resonating throughout the company from leadership to operational staff. Case Study: Overhauling the Merchant Menu Manager A series of negative feedback comments through the NPS survey highlighted widespread dissatisfaction with the menu manager interface.

Net Promoter Score 62

Net Promoter Score Self Service Effort Score NPS 62