Kerry Bodine

JUNE 11, 2017

Sure, they care about Net Promoter Score and other marketing-based metrics, but they’re no longer pushing out empty promises. Hence the growing number of customer experience conferences and consultancies!). Marketing Is Not The Enemy. They’ve drunk the customer experience Kool-Aid.

Customer Experience 240

Customer Experience Net Promoter Score Customer Experience Professionals Advertising 240

Beyond Philosophy

NOVEMBER 24, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Beyond Philosophy

NOVEMBER 10, 2014

There must be a good ratio of emphasis between internal and transactional goals, like sales and productivity, and the emotional goals, like Customer Satisfaction and Net Promoter scores. Most of the emphasis should be on Customer measures (70%) while less emphasis on the internal measures (30%).

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Beyond Philosophy

NOVEMBER 11, 2014

With nearly half of every decision decided by habits, the real question is how much longer can you afford to ignore the power of habits in your marketing efforts?

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Beyond Philosophy

NOVEMBER 6, 2014

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Colin is an international author of four best-selling books and an engaging keynote speaker.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Daniel Group

NOVEMBER 30, 2022

– The Daniel Group 2022 Client Conference. Our annual conference theme, Dollars & Sense, suggests the two primary foci of our conference: 1.) Then, over the coming months, we will present more in-depth discussions of the significant conference components to help you improve your CX program. Who was there?

Conference 98

Conference Groups NPS Net Promoter Score 98

Retently

OCTOBER 16, 2024

This is particularly useful for tracking Net Promoter Score (NPS) , as it allows you to capture a precise measure of customer loyalty at a glance. Post-Event Feedback (Conferences, Webinars, Workshops) After hosting events like webinars or conferences, follow-up emails are commonly sent to attendees.

Feedback 134

Feedback Survey Effort Score Customer Satisfaction 134

inQuba

MARCH 22, 2023

Could Net Promoter Score be disadvantaging your business? Businesses have implemented NPS (Net Promoter Score), and other measurement systems, to achieve CX success and superior customer experiences. Ten years ago, good customer service was appreciated, and today it’s expected, to quote Shep Hyken*.

Net Promoter Score 52

Net Promoter Score Omni-Channel NPS Effort Score 52

Beyond Philosophy

NOVEMBER 19, 2014

Blogs Social Media CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Loyalty Net Promoter (..)

Net Promoter Score 125

Net Promoter Score Social Media Conference Customer Centricity 125

Beyond Philosophy

NOVEMBER 4, 2014

To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

NICE inContact

OCTOBER 30, 2019

Award winners will show the steps taken to improve their customer experience resulting in improvements in first call resolution, service level, or Net Promoter Score (NPS). If you submit your application by December 31st, you’ll receive a free full-conference pass just for an approved application!

Net Promoter Score 120

Net Promoter Score Conference Hotels First Call Resolution 120

Beyond Philosophy

NOVEMBER 18, 2014

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

AskNicely

JANUARY 17, 2017

If you’re in the SaaS industry, chances are you’ll be heading to the SaaStr conference in San Francisco next month – it’s shaping up to be the one of the biggest events of it’s kind with over 10,000 attendees expected this year! The post The Fire Rooster appeared first on Net Promoter Score from AskNicely.

Net Promoter Score 150

Net Promoter Score NPS Conference Feedback 150

AskNicely

JANUARY 17, 2017

If you’re in the SaaS industry, chances are you’ll be heading to the SaaStr conference in San Francisco next month – it’s shaping up to be the one of the biggest events of it’s kind with over 10,000 attendees expected this year! The post The Fire Rooster appeared first on Net Promoter Score from AskNicely.

Net Promoter Score 150

Net Promoter Score NPS Conference Feedback 150

ShepHyken

APRIL 8, 2020

You can use tools such as Net Promoter Score and Customer Effort Score. A few years ago, Patricia was delivering a keynote speech at a conference held at a luxury resort in Hawaii. After the conference, she was headed back to the airport in a private car and started a conversation with her driver.

Net Promoter Score 125

Net Promoter Score Effort Score Conference Hotels 125

Totango

JULY 6, 2021

Measuring customer loyalty confers a number of advantages: It lets you quantify the success of your customer loyalty strategy so that you can objectively evaluate your performance. Net Promoter Score. Net Promoter Score (NPS). Another important loyalty KPI is Net Promoter Score (NPS).

Loyalty 114

Loyalty Net Promoter Score Measurement NPS 114

ChurnZero

MAY 11, 2021

The theme for the online conference was “The Haves and the Have Nots”, which focused on the critical business capabilities you need for success in XaaS. . Companies who monetize Customer Success, see higher Net Promoter Scores (NPS). For more information on upcoming TSIA conferences visit their site here. .

Interaction 98

Interaction Net Promoter Score Customer Success Conference 98

Beyond Philosophy

JANUARY 2, 2019

Maersk, a global shipping company, improved their Net Promoter Score +40 points in 30 months, which also lead to a 10% increase in shipping volumes. You could invite them to a conference. Contrast this outcome with our clients’ that dedicate resources to improving Customer Experience. Maersk Line is an excellent example.

Net Promoter Score 156

Net Promoter Score Customer Experience Effort Score Hospitality 156

Heart of the Customer

MAY 6, 2022

If you want to fill a room at a conference, just put the word “metric” in your session title, and you’re good to go. Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs. We CX folks love to discuss measurement. That’s because we spend so many of our waking […].

Net Promoter Score 78

Net Promoter Score Measurement Effort Score How To 78

Customer Bliss

AUGUST 9, 2018

A large conference room is set up once a quarter by stages of the customer lifecycle. A display of how everything is measured (Net promoter score). They update the NPS quarterly so employees can see if their efforts are actually making progress and increasing the scores. How is the room organized? How is it used?

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

Beyond Philosophy

OCTOBER 29, 2014

However, by knowing its effects and the basic rule that the gains should outweigh the losses by a ratio of 3:1, changes in fees or changes to the value proposition could be successfully managed. So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

Beyond Philosophy

OCTOBER 28, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 120

Net Promoter Score Customer Experience CEM How To 120

Heart of the Customer

FEBRUARY 20, 2018

Go to any CX conference, and the room that’s filled to overflowing is probably talking about metrics. Whether we’re talking Net Promoter Score, Customer Effort Score, or good old customer satisfaction, survey metrics give us something to share with […]. One thing we CX-ers have in common: we love our metrics.

Net Promoter Score 79

Net Promoter Score Survey Company Data 79

Daniel Group

MAY 12, 2022

Please mark your calendars for October 19 and 20 for our annual Client Conference to be held here in Charlotte, NC. “Net Promoter ® , NPS ® , NPS Prism ® , and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Net Promoter Score? and Net Promoter System?

Net Promoter Score 98

Net Promoter Score Customer Experience NPS Conference 98

ChurnZero

SEPTEMBER 8, 2020

Back in February we felt our first hit in the industry with the cancellation of the beloved SaaStr Annual conference. Use Net Promote Score® (NPS) responses as a trigger for Customer Success processes. It was an all digital event with over 50,000 global attendees. OpFocus (@OpFocusInc) September 2, 2020. .

Net Promoter Score 90

Net Promoter Score Customer Success Conference NPS 90

Beyond Philosophy

OCTOBER 8, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX The post eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Daniel Group

SEPTEMBER 20, 2022

The Daniel Group will host its annual CX Client Conference on Oct. The keynote speaker for this two-day event will be Fred Reichheld, the creator of the Net Promoter system of management. The conference will focus on helping clients move their CX programs into the future. This year’s conference will be held on Oct.

Conference 52

Conference Groups Net Promoter Score NPS 52

Beyond Philosophy

OCTOBER 14, 2014

To read more from Colin on LinkedIn, connect with him by clicking here. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX. View our books on Customer Experience here.

Net Promoter Score 102

Net Promoter Score Data CEM Customer Retention 102

Education Services Group

OCTOBER 15, 2020

We were thrilled to sponsor the first annual BIG RYG Customer Success Conference, and have our own Vice President of Customer Success & Operations, Megan Macaluso , included in the list of impressive speakers! (If However, I was most inspired by Pendo’s Product Engagement Score (PES). Inter-Departmental Collaboration.

Net Promoter Score 105

Net Promoter Score Conference Customer Success NPS 105

Beyond Philosophy

JANUARY 4, 2024

One of the significant changes during COVID-19 was the lack of conferences. Some of you might celebrate that, but some of you, like me, recognize that conferences have a lot of value. Attending a conference to share projects and get feedback is an excellent way to help you navigate your career. NICE Systems, Inc.,

Net Promoter Score 97

Net Promoter Score Effort Score Conference NPS 97

PeopleMetrics

JUNE 26, 2019

This past month I attended Forrester’s CXNYC 2019 conference to experience firsthand the advancements being made in the CX market (as well as to showcase our own advancements at PeopleMetrics ). The majority are measuring transactions by using metrics like Net Promoter Score (NPS) or CSAT.

Chatbots 115

Chatbots Self Service Net Promoter Score CEM 115

Daniel Group

SEPTEMBER 15, 2023

Fred’s engaging speaking skills were evident during a client conference hosted by Lynn Daniel where he was the keynote speaker. Fred Reichheld is a prominent figure in the business world, known for creating the NPS program and his contributions to customer loyalty.

Net Promoter Score 95

Net Promoter Score NPS Loyalty Metrics 95

Beyond Philosophy

AUGUST 12, 2020

On a side note, I did this exercise at a conference once, and one of the participants added into the account of his McDonald’s journey that after he ate the food, he then “destroyed the evidence.”). It could be that you want them to trust you or think that you care about them as customers.

Customer Journeys 187

Customer Journeys Hotels Net Promoter Score Exercises 187

Customer Bliss

MARCH 28, 2018

Be wary of generalized average customer satisfaction scores or generalized average Net Promoter Scores. When I was first starting out, there weren’t as many books and conferences, but now we have more resources that I wish I had access to this earlier. Be excellent for that set of people.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

ShepHyken

MARCH 18, 2019

When I speak at conferences in front of an organization’s leadership, I’m almost always asked about how to build the customer-foc used culture. CustomerThink) Quality Assurance in the contact center is being used to improve NPS (Net Promoter Score) and overall customer experience.

Net Promoter Score 90

Net Promoter Score Customer Service Omni-Channel Customer Centricity 90

delighted

APRIL 19, 2023

For example, you can post QR code surveys on banners at in-person conferences to gather insights on how the audience connected with the sessions (more on this below). Conference and event feedback Imagine you’ve just finished a presentation at a conference and see mixed reactions from the crowd.

Survey 90

Survey Feedback Net Promoter Score How To 90

Beyond Philosophy

APRIL 18, 2016

One of the many ways these biases manifest is in our responses to psychometric tools like ability tests, personality questionnaires, and even responses on Net Promoter Score (NPS) inquiries. Net Promoter Score (NPS) is used to determine how likely you are to recommend a product or service to one of your friends or family.

Net Promoter Score 60

Net Promoter Score NPS CEM Conference 60