Calabrio

MARCH 5, 2025

Offer an omnichannel experience Effective VoC programs use an omnichannel approach to integrate channels, ensuring high-quality service at every touchpoint of the customer journey. VoC-specific educational initiatives for your business may include VoC workshops with experts, case study analysis, and VoC tools or platform training.

Contact Center 100

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

InMoment XI

APRIL 3, 2023

NPS made sense. The case studies in the books made sense. Sometimes surveys are not the proper listening methodology for a given touchpoint. This is a critical touchpoint to understanding the buying process and competitive landscape. We know that when an Above & Beyond employee is recognized, NPS is 5x higher.

Tips 195

Tips Touchpoint Customer Centricity NPS 195

Retently

MARCH 17, 2025

Helps teams react fast to emerging issues in different CX touchpoints (e.g., 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? Tracks customer pain points in real-time.

Report 90

Report How To Effort Score NPS 90

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

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. 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

Kayako

JUNE 16, 2022

This in turn improves the Net Promoter Score (NPS), a widely used service metric that measures the likelihood of a customer referring a company. For companies with top-performing CES metrics, the NPS is 65 points higher than for companies with marginal CES. A CES that indicates customer success leads to more positive word-of-mouth.

Effort Score 156

Effort Score Measurement Net Promoter Score Self Service 156

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

InMoment XI

FEBRUARY 12, 2024

Define Your Customer Touch Points Start by mapping out all the touchpoints where your customers interact with your business. Net Promoter Score (NPS) NPS measures the likelihood of customers recommending your business to others. Here are some things you need to do to set your business up for success: 1.

Effort Score 195

Effort Score NPS Net Promoter Score ROI 195

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

Totango

MAY 5, 2021

Some of the most prominent of these measurement techniques include the following: Net Promoter Score (NPS). NPS divides customers into “promoters” (those who rank high at nine-to-ten), “neutral” (seven-to-eight), and “detractors” (zero-to-6). Asking promoters to participate in a case study, serve as a reference, or speak at an event.

Measurement 118

Measurement Effort Score Customer Experience Data 118

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

Strativity

DECEMBER 15, 2014

The report cites an example that we believe reflects the results of Strativity’s Experience 360® methodology, which includes experience gap analysis mapping and moment-of-truth touchpoint and driver analysis. Employees can better explain product differentiators to customers, and, ultimately, NPS went from -30 to 54 in 12 months.”.

Customer Journeys 40

Customer Journeys Case Study Study Report 40

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. Meanwhile, Walmart runs detailed surveys to check customer satisfaction, measure its Net Promoter Score (NPS), and make changes based on customers' preferences.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

SurveySensum

NOVEMBER 30, 2023

Measuring NPS in the fintech industry serves as an indicator of customer satisfaction and loyalty. Fintech companies that make a real effort to up their customer experience game and boost their NPS scores are setting the stage for solid and long-lasting connections with their customers.

NPS 52

NPS Survey Data Case Study 52

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

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

Hello Customer

FEBRUARY 6, 2020

They have many important touchpoints in the customer journey, but one of the most crucial ones is when the control room is notified that an alarm is going off. A classic Hello Customer survey contains one metric question like an NPS, CSAT or CES and only one open text question asking the respondent why they gave that score.

Effort Score 88

Effort Score Marketing Case Study Analysis 88

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. AI Prompt: "Turn this CX impact data into a short, compelling case study using the ABDCE framework." That was my wake-up call. Find a recent CX tweak or project that made a difference.

Self Service 52

Self Service Leadership Comparison Report 52

SurveySparrow

JUNE 15, 2021

Are you curious about what NPS survey questions you can ask your customers? Need some ideas or templates to write your own NPS questions? An NPS survey is one of the best ways to measure your customers’ loyalty and satisfaction. In this article, we’ve put together a massive list of NPS survey question examples.

NPS 52

NPS Survey Measurement Case Study 52

Totango

MARCH 29, 2022

These plans can be used by teams to reach out via email or to set up automated touchpoints. 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

Totango

OCTOBER 20, 2020

Some of the most prominent of these measurement techniques include the following: Net Promoter Score (NPS). NPS divides customers into “promoters” (those who rank high at nine-to-ten), “neutral” (seven-to-eight), and “detractors” (zero-to-6). Asking promoters to participate in a case study, serve as a reference, or speak at an event.

Measurement 90

Measurement Effort Score Customer Experience Data 90

ShepHyken

APRIL 14, 2024

Balancing Customer Loyalty in an Age of Growing Business Costs by Tom Behnke (Retail TouchPoints) Consumers again and again have propped up the economy, fueling consistently strong growth in ecommerce and giving the retail industry an important edge in otherwise dark times. BONUS What Is Net Promoter Score and How Does It Work?

Net Promoter Score 76

Net Promoter Score Loyalty Programs Customer Service Ecommerce 76

ChurnZero

JANUARY 26, 2022

The ChurnZero integration with HubSpot allows users to understand the intricacies of how customers use your product and more accurately assess whether or not they are likely to renew, all while offering them the most personalized customer experience possible with relevant touchpoints. NPS scores. Production adoption. Engagement.

Customer Retention 97

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 97

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. Net Promoter Score (NPS) – a single question used to measure customer satisfaction with a product or service. All good and necessary. But what about serving employees?

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

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

ChurnZero

APRIL 13, 2021

Drive customer advocacy in the form of reference, referrals, and case studies. Responsibilities: Own data and analytics for all things related to the customer including segmentation, renewal forecasting, account health, adoption, NPS and other customer surveys. Customer Success Operations Manager.

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

Feedbackly

SEPTEMBER 17, 2024

Let’s explore how to measure emotional feedback at each key touchpoint. You can read more about it from the case study here. Purchase: The Emotional Tipping Point The purchase phase is a critical touchpoint in the customer journey. Monitor user engagement metrics like time spent on product pages.

Customer Journeys 52

Customer Journeys Measurement Net Promoter Score Social Media 52

Feedbackly

JUNE 12, 2024

This graph is from the case study about how Stockmann measures emotional experience. You can read the full case study here. The Emotional Value Index (EVI®) is a metric designed to help companies measure customers’ emotions at every touchpoint or every stage of the buying journey.

Case Study 52

Case Study Customer Journeys NPS Study 52

Confirmit

MAY 29, 2018

What Is Net Promoter Score (NPS®)? The Net Promoter Score, or NPS®, enables organizations to get a clear vision of the health of their customers’ loyalty. Why is NPS® Important? How Does Net Promoter Score (NPS®) Work? How to Calculate the Net Promoter Score (NPS®)?

Net Promoter Score 40

Net Promoter Score NPS Effort Score Metrics 40

delighted

OCTOBER 18, 2019

When you talk about measuring customer experience and satisfaction, three metrics inevitably come up as THE ones to use: Net Promoter Score (NPS) vs Customer Satisfaction Score (CSAT) vs Customer Effort Score (CES). The purpose of NPS, CSAT, and CES. NPS relationship survey question. So, which is best for you?

NPS 40

NPS Metrics Customer Satisfaction Effort Score 40

Confirmit

NOVEMBER 16, 2020

Cromwell established a multi-touchpoint VoC program to better understand customer expectations. Company-wide customer focus resulted in an all-time high NPS score, with a +32% increase in 2019. Voice of the Customer Voice of the Employee Case Studies eBooks. Response rates increased by 42% compared to the previous year.

Insurance 52

Insurance eBook Case Study Touchpoint 52

Thematic

JANUARY 16, 2025

They used Thematic to tackle their Touchpoint Net Promoter Score (tNPS) across customer-facing teams. Smith & Smith , a vehicle glass repair company in New Zealand, used Thematic to categorize customer themes and connect them to Net Promoter Scores (NPS). This improved customer satisfaction and their Net Promoter Score (NPS).

Analytics 62

Analytics Data Net Promoter Score Analysis 62

CSM Practice

FEBRUARY 24, 2020

Engagement activity measures the amount of proactive, high-value, customer-centric touchpoints a Customer Success Manager or Customer Success team has with customers over a specified period. 6. Net Promoter Score (NPS). Poor NPS scores may indicate poor onboarding, education or support playbooks. 7. Gross Renewal Rate.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. It provides insight into the overall customer relationship and satisfaction.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

delighted

MAY 11, 2021

When you recognize these touchpoints, it empowers you to provide the right service at each stage. Options include: Statistics and data points pulled from customer case studies Endorsements from celebrities or well-known industry leaders User reviews and ratings “Wisdom of the crowd” (like McDonald’s famous “Over 99 Billion Served” sign).

Customer Journeys 79

Customer Journeys Loyalty Brands Strategy 79

Thematic

FEBRUARY 26, 2025

Case Study: How LendingTree Used Customer Feedback to Improve Experience When measuring customer satisfaction, you’re not just collecting numbers; you draw insights from them and take action accordingly. Determining your NPS could be more valuable than just averaging customer satisfaction scores.

Customer Satisfaction 71

Customer Satisfaction Measurement Net Promoter Score Effort Score 71

SurveySensum

DECEMBER 25, 2023

Then, six months later, an NPS survey landed in my inbox, asking, “ How likely are you to recommend us? It’s not that NPS surveys are bad—they have their place—but they do have some pitfalls, especially when capturing customers’ raw and immediate emotions. Surveys right after a touchpoint?

Retail 52

Retail Survey NPS Effort Score 52