Lumoa

APRIL 3, 2018

The question is, how can you measure it? The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. Soon after, NPS gained popularity and used to be implemented everywhere: from customer service interaction to every individual customer touchpoint. Do not ask feedback after each touchpoint either.

Net Promoter Score 316

Net Promoter Score NPS Touchpoint Feedback 316

ECXO

DECEMBER 25, 2024

Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant. Map the Customer Journey What to Do: Identify every touchpoint a customer has with your business, from awareness to post-purchase support. Todays customers expect companies to: 1.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Kayako

JUNE 16, 2022

To give companies a way to track customer effort, the CCC came up with the Customer Effort Score (CES), a simple way to measure customer effort. Measuring CES leads to necessary insights for improving customer experience and retention. Obviously, in that case, the lower the score, the better. Discover Kayako Single View.

Effort Score 156

Effort Score Measurement Net Promoter Score Self Service 156

Michel Falcon Experience

APRIL 3, 2019

Within the communication, we outlined why we were doing this, and how we were going to measure success. The booking touchpoint could include calling the practice to reserve an appointment, using some sort of booking software, or emailing them. Begin with one red touchpoint. The room was filled with people from all departments.

Customer Journeys 94

Customer Journeys Case Study Study Customer Experience 94

Calabrio

MARCH 5, 2025

Outline clear objectives The foundation of an effective voice of the Customer strategy lies in defining clear and measurable goals. In this case, their objectives might include reducing customer churn and increasing overall satisfaction among its clients. Discover what performance coaching is and why your CX team could use it.

Contact Center 100

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

Totango

MAY 5, 2021

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience. There are a variety of surveys and metrics you can use to measure these different elements. Customer Experience Measurement Techniques .

Measurement 118

Measurement Effort Score Customer Experience Data 118

InMoment XI

SEPTEMBER 9, 2024

Customer experience consulting is a specialized service that helps businesses enhance the experiences they provide to their customers across every touchpoint—from the initial awareness stage to post-purchase support. What frameworks or tools do they use to measure customer satisfaction and other CX metrics?

Consulting 195

Consulting Customer Journeys Customer Experience ROI 195

Retently

NOVEMBER 13, 2024

Eliminating Guesswork : Say goodbye to endless size charts or trying to measure yourself with a tape measure. This smooth transition between channels not only makes shopping more convenient but also keeps each touchpoint personalized, as virtual fitting room data can inform in-store recommendations.

Ecommerce 144

Ecommerce Retail Social Media Technology 144

Feedbackly

MAY 16, 2024

The Finnish clothing store chain Kekäle wants to differentiate itself from competitors by offering customers the best emotional experience in the industry, and measures it with the Emotional Value Index (EVI®). One of the most critical journey touchpoints is a short web store post-purchase survey that is shown in a pop-over window.

Case Study 105

Case Study Effort Score Ecommerce Touchpoint 105

Happy or Not

NOVEMBER 13, 2024

Exceptional customer service goes beyond simply addressing customer inquiries—it involves anticipating needs, personalizing customer interactions, and delighting customers at every touchpoint. Read the full case study here 2. Read the full case study here 3. Read the full case study here 4.

Examples 36

Examples Customer Service Case Study Hospitality 36

CSM Magazine

MARCH 5, 2025

Customer service is a key touchpoint for your brand. Assess their past experiences, case studies, or testimonials from clients in your industry. How Will You Measure Performance? This clarity will allow you to communicate expectations to the external service provider effectively and ensure they meet your standards.

Customer Service 52

Customer Service Case Study Chatbots Customer Satisfaction 52

ECXO

JULY 8, 2024

This article delves into the intricate relationship between digital product design and these two pivotal aspects, highlighting key principles, case studies, and actionable insights for technology companies striving to enhance their market presence and user satisfaction.

e-support 156

e-support Case Study Financial Banking 156

Totango

OCTOBER 20, 2020

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience. By measuring customer experience, you can view how your clients interact with your product on a daily basis and the level of satisfaction they get with your service.

Measurement 90

Measurement Effort Score Customer Experience Data 90

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 Satisfaction (CSAT) Customer Satisfaction (CSAT) is a metric designed to measure the satisfaction level of customers regarding a specific interaction or experience.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

InteractionMetrics

JANUARY 7, 2025

By combining research, customer feedback, and organizational insights, journey mapping identifies: Key interactions (touchpoints): Moments where the customer directly engages with your company. A Disconnected Loyalty Program: Starbucks Rewards lacked integration with digital touchpoints, reducing engagement.

Customer Journeys 52

Customer Journeys Strategy Consulting B2B 52

Kerry Bodine

MARCH 16, 2018

In Outside In , my co-author and I included over 80 case studies and examples precisely because no single company had put all the necessary pieces together. And yet, each of these case studies shone light on just a sliver of the organization. Our deepest fear is that we are powerful beyond measure.”.

Case Study 136

Case Study Conference Hotels Study 136

Thematic

MARCH 30, 2025

Instead, you need unified data analytics to connect every touchpoint and every voice. Identifying Key Performance Indicators (KPIs) Once your data is integrated, the next step is knowing what to measure. When KPIs align with business goals, every insight becomes measurable progress. trends, patterns, and metrics).

Customer Insights 62

Customer Insights Data Analytics How To 62

InMoment XI

FEBRUARY 12, 2024

Integrated CX is all about harnessing the power of data, technology, and expert service to help companies unlock valuable insights so they can take action to drive measurable outcomes for their customers. Define Your Customer Touch Points Start by mapping out all the touchpoints where your customers interact with your business.

Effort Score 195

Effort Score NPS Net Promoter Score ROI 195

Beyond Philosophy

JULY 17, 2017

Build-A-Bear: Emotional Touchpoints and Memories. It’s these kinds of moments that create memorable emotional touchpoints that enhance a customer’s experience. At Beyond Philosophy we use a metric called Emotional Signature to measure a company’s level of engagement with its customers. But it’s only part of the equation.

Technology 132

Technology Touchpoint Case Study Consulting 132

Maru Group

MAY 28, 2019

Measuring implicit customer reaction. But touchpoint feedback often fails to take into account the longer-term impact of a customer relationship. It means that just measuring one-time touchpoint experiences, brands can’t accurately measure customer loyalty – or understand which CX elements will have the biggest impact on repeat visits.

Case Study 40

Case Study Study Customer Experience Hospitality 40

Maru Group

MAY 28, 2019

Measuring implicit customer reaction. But touchpoint feedback often fails to take into account the longer-term impact of a customer relationship. It means that just measuring one-time touchpoint experiences, brands can’t accurately measure customer loyalty – or understand which CX elements will have the biggest impact on repeat visits.

Case Study 40

Case Study Study Customer Experience Hospitality 40

Maru Group

MAY 28, 2019

Measuring implicit customer reaction. But touchpoint feedback often fails to take into account the longer-term impact of a customer relationship. It means that just measuring one-time touchpoint experiences, brands can’t accurately measure customer loyalty – or understand which CX elements will have the biggest impact on repeat visits.

Case Study 40

Case Study Study Customer Experience Hospitality 40

Thematic

FEBRUARY 26, 2025

You can’t improve what you don’t measure—and that includes customer satisfaction. That’s why measuring customer satisfaction matters. Before you can measure customer satisfaction, you need to understand customer satisfaction. Bottom line: investing in measuring customer satisfaction pays off.

Customer Satisfaction 71

Customer Satisfaction Measurement Net Promoter Score Effort Score 71

InMoment XI

FEBRUARY 29, 2024

Track and Measure Results Use analytics tools to track the performance of your local content marketing efforts, including website traffic, engagement metrics, and conversions. Adjust your content marketing strategy based on the insights gained from tracking and measuring results to optimize your efforts and drive continued success.

Tips 195

Tips Strategy Case Study Social Media 195

Retently

MARCH 17, 2025

Helps teams react fast to emerging issues in different CX touchpoints (e.g., NPS Score Trends & Insights Net Promoter Score (NPS) measures customer loyalty and the likelihood of recommending your brand. The Customer Effort Score (CES) measures how easy it was for a customer to get their issue resolved. Lets break it down.

Report 90

Report How To Effort Score NPS 90

eGain Blogs

MARCH 23, 2025

The verified answers are then made available across the organization through conversational AI agents, web portals, and APIsensuring consistent information delivery across all customer touchpoints. By integrating these principles, the eGain AI Knowledge Hub helps organizations maintain a living knowledge base that evolves with the business.

Management 40

Management Knowledge Base Entertainment CRM 40

Feedbackly

SEPTEMBER 17, 2024

One of the most recognized metrics for measuring customer sentiment is the Emotional Value Index (EVI®). EVI® measures emotions by categorizing the sentiments based on intensity and assigning a weightage to each category. Measuring emotional responses is an essential part of evoking the right emotions throughout the customer journey.

Customer Journeys 52

Customer Journeys Measurement Net Promoter Score Social Media 52

Second to None

OCTOBER 19, 2020

The problem is, how do you measure employee engagement and what does “healthy” employee engagement look like? Why is it important to measure employee engagement? By measuring engagement, you get insights into what you’re doing well and what areas you need to improve. The two measures are closely related.

Employee Engagement 116

Employee Engagement Engagement Net Promoter Score Metrics 116

DCX

FEBRUARY 11, 2025

I once spent six months optimizing a key digital touchpoint, only to hear leadership say they had ‘no visibility’ into CX success. Keeps CX Focused on What Matters: Ensures efforts stay measurable instead of just "nice ideas." I Studied the Most Influential CX Leaders. That was my wake-up call.

Self Service 52

Self Service Leadership Comparison Report 52

Beyond Philosophy

OCTOBER 11, 2019

They initially estimated there were around seven touchpoints for the customer across the organization that affect Customer Experience. He tied everyone’s short-term incentives to their performance against the plan for the Customer Experience using the NPS score improvements to measure it. To learn more, click here. .

Customer Experience 126

Customer Experience Employee Engagement Case Study NPS 126

SurveySensum

DECEMBER 4, 2024

The Impact of Loyal Customers on a Bank’s Bottom Line NPS methodology is about understanding your customer loyalty and satisfaction and taking measures to improve them. Measure what matters most! Regularly measuring NPS helps banks identify patterns, such as improvements in service or declines in customer satisfaction over time.

Banking 52

Banking NPS Financial Net Promoter Score 52

Thematic

OCTOBER 30, 2024

Measure and track the impact of the VoC program on customer satisfaction and loyalty Continuously monitor the effectiveness of your VoC initiatives and make adjustments as needed to ensure ongoing improvement. Utilities Case study: Watercare Watercare is New Zealand’s largest utility company.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

BirdEye

MARCH 6, 2025

In this blog, youll learn how to piece together each tactic for real, measurable growth. Whether someone is searching for your services on Google, checking your reviews, or engaging with your social media posts, every digital touchpoint contributes to your brands visibility. But visibility alone isnt enough.

Tips 85

Tips Tools Social Media Multi-Channel 85

Russel Lolacher

JUNE 15, 2021

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. Or at least measure how they are doing. Net Promoter Score (NPS) – a single question used to measure customer satisfaction with a product or service.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

NobelBiz

MAY 25, 2023

What are Customer Data Platforms A Customer Data Platform or CDP is software that aggregates and organizes customer data across various touchpoints and channels into a single, unified database. Today, there are many different CDPs available on the market, each with its own unique features and capabilities.

Call Center 98

Call Center Software Data Contact Center 98

ProProfs Chat

DECEMBER 11, 2020

Measuring your service quality can be the first necessary step any business can take in improving their services. Afterall, can you really improve what you don’t measure? This blog lists 6 impressive strategies that will help you measure your service quality and take your services from ‘mediocre’ to ‘exceptional’. Reliability.

Metrics 52

Metrics Measurement Customer Service Social Media 52

Second to None

JULY 5, 2024

Consumers are prioritizing savings and reducing non-essential expenditures as a precautionary measure against potential economic downturns. They must ensure that every touchpoint, from marketing to post-purchase support, is seamless. This lets them provide custom and seamless experiences across all touchpoints.

Consumers 71

Consumers How To Social Media Omni-Channel 71