ECXO

DECEMBER 25, 2024

Happy customers are more likely to return and spend more, contributing to the bottom line in a way that chasing sales numbers alone can’t always achieve. Measure CX Impact on Business Metrics What to Do: Track CX metrics like NPS, Customer Satisfaction (CSAT), and Customer Effort Score (CES).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

SurveySensum

DECEMBER 4, 2024

Using NPS in finance industry can get to the heart of why customers would or wouldn’t recommend them to others. In this guide, we’re going to take a deep dive into why NPS in banking industry is so important, how to work it out, how to use it to get better, and more. What is NPS in Banking and Other Financial Institutions?

Banking 52

Banking NPS Financial Net Promoter Score 52

Retently

MARCH 17, 2025

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? NPS & CSAT surveys (Retently) Captures customer loyalty, satisfaction, and open-ended feedback via NPS, CSAT and CES surveys.

Report 90

Report How To Effort Score NPS 90

AskNicely

APRIL 4, 2018

Operationalizing customer feedback at Fleetio required an always-on approach to NPS. We decided Net Promoter Score (NPS) was the best way to do that.”. To learn more about how Fleetio used AskNicely to drive a customer-obsessed culture, read the full case study. Get the Case Study. Wendy Pochop.

Net Promoter Score 150

Net Promoter Score Feedback Case Study Competitive Advantage 150

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 and her team spoke with the customer service teams, customers, and sales teams. It could be increased market share, improved NPS, or higher customer retention. Rule #2: Measure.

Case Study 97

Case Study ROI Study Customer Experience 97

Lumoa

OCTOBER 12, 2020

While surveys like NPS, CSAT, CES , or market research can be helpful tools for understanding your customer base, they come with their own share of challenges. 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.

Feedback 195

Feedback How To NPS Customer Centricity 195

InMoment XI

APRIL 3, 2023

NPS made sense. The case studies in the books made sense. Here’s an example: Previously, we sent a post-sales survey to buyers after our sales team closed a deal. We scraped the after-sales survey completely and doubled down on doing live Buyer Interviews. and Outside In.

Tips 195

Tips Touchpoint Customer Centricity NPS 195

SurveySparrow

APRIL 26, 2020

Net Promoter Score (NPS) is a benchmark for customer satisfaction and has the ability to predict business growth. Please find the NPS question below: “How likely are you to recommend our product or service to your friends or family?”. Why should you use NPS? Calculating NPS is fairly simple. It is easy to implement.

Case Study 52

Case Study NPS Study Survey 52

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). the question of NPS for your company:? Pitfall #1: NPS reports aren’t showing the full picture.

NPS 96

NPS Net Promoter Score Company Roadmap 96

InMoment XI

FEBRUARY 12, 2024

By amalgamating data from sources like sales, marketing, and customer support, integrated CX provides a holistic perspective, enabling organizations to understand customer behavior and preferences more thoroughly. This could include data from sales, marketing, customer support, and other departments.

Effort Score 195

Effort Score NPS Net Promoter Score ROI 195

Amity

MARCH 1, 2018

For those of you who might be new to this, NPS is a simple one-question survey in which you ask your customer “How likely are you to recommend our product to friends or colleagues?” Customer Success teams pay close attention to NPS that is low, because they know decreasing NPS indicates an existing risk of churn.

NPS 73

NPS Infographics Net Promoter Score Case Study 73

Experience Investigators by 360Connext

JULY 28, 2020

Business plans include sections on Products and Services, Sales, Marketing, Management and Finances. The goal of that customer understanding might be “To improve Net Promoter Score (NPS) results for Hannah within the next 12 months.” What do we need to get there? Include them early and keep communicating.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

GetFeedback

SEPTEMBER 24, 2019

Getting advocates to participate in case studies and referral programs would be a big win for marketers, and thus a win for CX leaders, too. In recent years, the job of sales professionals has changed dramatically due to buyer self-education via the internet and social media. Such as a policy of never giving credit to customers.

How To 150

How To ROI Policies Analysis 150

NobelBiz

JANUARY 28, 2025

Net Promoter Score (NPS) : Measures how likely customers are to recommend your services to others. A strong NPS indicates a loyal customer base. ’ Read Case Study Industry Examples of Benchmarking Every industry faces unique challenges and requires tailored strategies to meet its specific goals.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

Michel Falcon Experience

SEPTEMBER 17, 2014

Think of how much your organization invests in marketing, sales and pr initiatives. Zappos is a case study on how to do this. This tells me that companies have acknowledged that they need someone to lead their customer experience programs but they haven’t effectively given them an adequate budget. They think long term.

Customer Focused 167

Customer Focused Customer Centricity ROI eBook 167

Kayako

DECEMBER 3, 2015

Maybe you could send over some case studies – like these ! You’ll recognize a lot of these steps from sales conversations you’ve been part of. Whether you’re buying a new washer dryer for the home, or complicated analytics software to power your business, all sales conversations boil down to these six steps: 1.

Customer Service 120

Customer Service How To Case Study NPS 120

SurveySparrow

MAY 6, 2020

You can track this using the NPS survey at customer touchpoints. Again, NPS is a metric that you can use to check this. NPS helps measure the effectiveness of the customer service team. NPS can help track its efficacy. The NPS calculation is based on subtracting the percentage of promoters and detractors.

NPS 72

NPS Net Promoter Score How To Customer Journeys 72

Vonage

MAY 11, 2016

First contact resolution is 87% and NPS 91%. Since deployment our sales average order value has increased by a fantastic 30 percent. Also check out Vax’s case study here. Our customers now benefit from a completely unique, personalised experience that is designed with them in mind.

Customer Experience 60

Customer Experience Multi-Channel Competitive Advantage Effort Score 60

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

Horizon CX

DECEMBER 1, 2023

Perceived Need: A Prerequisite for Success: In sales, the concept of perceived need is fundamental—if a potential buyer does not recognize a need for the product, no sale is possible. Net Promoter Score (NPS) Studies: NPS remains a widely used metric to measure customer satisfaction and loyalty.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

ShepHyken

FEBRUARY 28, 2020

Jim didn’t win every sale, who does, but he always outperformed his counterparts. He did this by performing a technique that you wouldn’t find in any sales training book or case studies on the best sales techniques. Before Jim gave his sales pitch, he did something very interesting. Except for Jim.

Roadmap 121

Roadmap Sales Airlines Case Study 121

Thematic

OCTOBER 30, 2024

Net Promoter Score (NPS) : NPS is a metric that measures customer loyalty and satisfaction by asking customers how likely they are to recommend the brand to others. Satisfied and loyal customers are more likely to make repeat purchases and recommend the brand to others, leading to increased sales and revenue growth.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Lumoa

APRIL 1, 2020

If the customer satisfaction (CSAT) and net promoter score (NPS) surveys that you’ve got in place help you understand how your customers feel, why would you change them? Take, for example, Unilever, which in 2015 generated $60 billion in revenue with a sales growth of 4.1%.

Customer Insights 195

Customer Insights Strategy Customer Journeys How To 195

SurveySensum

NOVEMBER 6, 2023

They both launched NPS surveys to assess and enhance overall satisfaction and loyalty. They both conducted similar NPS surveys, launched simultaneously, and analyzed the data using robust NPS software. They both conducted similar NPS surveys, launched simultaneously, and analyzed the data using robust NPS software.

NPS 52

NPS Feedback Effort Score Customer Journeys 52

ShepHyken

SEPTEMBER 7, 2018

Because your team holds the keys to customer relationships, you do have a unique opportunity to enable marketing and sales. Of course, you might already have testimonials and case studies on your site, so you probably don’t need a customer review program. A review program. This is a problem for vendors.

Case Study 85

Case Study ROI B2B Study 85

SurveySensum

NOVEMBER 28, 2023

Have you ever launched an NPS or CSAT survey and wondered – ‘What am I going to do with all this data?’ NPS and CSAT are more than just customer satisfaction measuring tools, they serve as instruments to gauge satisfaction, enhance overall customer experience, and foster customer loyalty. How to analyze it? Let’s find out!

Automotive 52

Automotive NPS Feedback Case Study 52

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.”. We have a member of our team who has been top seller (over the sales team) for two quarters this year. Adoption Hero: Cision. Advocacy Hero: Cority.

Meeting 98

Meeting Customer Success NPS Customer Satisfaction 98

Wootric CX Blog

MAY 12, 2020

You’ve seen a few case studies claiming it’s the only number you need to measure. As a SaaS company with SaaS customers like Zoom, DocuSign and Hubspot, we have a unique perspective on NPS in cloud software. Wait, what is NPS exactly? Don’t let your NPS data turn into a dusty pile of unused information.

Net Promoter Score 98

Net Promoter Score NPS Effort Score Survey 98

Thematic

MARCH 2, 2025

With these insights, businesses can take action—like offering free shipping or simplifying checkout—to improve sales and retention. Below are three key ways businesses can leverage insights supported by real-world case studies. increase NPS by 10%, reduce support tickets by 20%).

Customer Insights 62

Customer Insights Analysis Social Media Analytics 62

Totango

MARCH 29, 2022

By having valuable customer data attributes and signals available with real-time visibility in one platform, sales and marketing teams can confidently take action with the most relevant messaging for customers. How Mapping Customer Journeys with Data Helps Marketing + Sales Teams . Allow Automation to Scale Customer Engagements.

Customer Engagement 101

Customer Engagement Engagement Effort Score Customer Journeys 101

ChurnZero

NOVEMBER 20, 2020

Third-party software review sites aren’t only a Sales and Marketing tool to drive brand awareness and lead generation. And so, from there, the Customer Success use case would be, let’s load it up with however many customers you have, and then set up a daily or weekly alert to you, or the Customer Success Manager.

How To 98

How To NPS Net Promoter Score Sales 98

delighted

OCTOBER 22, 2019

The value of a strong Net Promoter Score (NPS) is that it can indicate if your business is delivering on the promises that it’s making to customers. For instance, high NPS scores positively correlate to customer retention, referral acquisition, and strong brand awareness. But first, let’s take a quick look at how NPS is measured.

Net Promoter Score 41

Net Promoter Score Case Study Study NPS 41

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.). For most of the year, the CSMs counterpart on the sales side of our business was nowhere to be seen, only occasionally popping into the equation to see how things were going.

Customer Success 111

Customer Success Management NPS Sales 111

DCX

FEBRUARY 11, 2025

A CX Leader’s Guide to Organizational Buy-In is your playbook for ensuring that every department—customer service, sales, product, tech, finance, HR, and beyond—puts customers at the center of everything it does. AI Prompt: "Turn this CX impact data into a short, compelling case study using the ABDCE framework."

Self Service 52

Self Service Leadership Comparison Report 52

ChurnZero

OCTOBER 22, 2021

satisfaction (is the customer a NPS Promoter or score highly on other satisfaction surveys?), The first rule to getting your CSMs onboard with your reference program is the result of a common misstep made during the sales process. , tenure (has the customer been with you for at least a year?), As Megan adds, “CSMs have a lot to do.

Customer Success 96

Customer Success How To Case Study Customers 96

Totango

AUGUST 21, 2020

Case Study: Monster. To put it in their own words, “Our customers are more successful, and so is our sales team as a result.” Case Study: Zoom. They now keep hundreds of thousands of customers engaged with relevant communications and easy-to-use self-service options and have an NPS of more than 70.

Customer Success 78

Customer Success Case Study Self Service Customer Centricity 78

SurveySensum

SEPTEMBER 8, 2023

This small case study shows that when companies move beyond the traditional customer satisfaction metric and rigorously measure NPS , they can find ways to make customers happier, which, in turn, can lead to increased revenue. Yet most businesses struggle to move beyond measuring their NPS.

NPS 52

NPS ROI Social Media Effort Score 52