AskNicely

FEBRUARY 8, 2017

The team are all setup here at the SaaStr conference here in San Francisco – make sure you stop by and see us at Booth number S10. SaaStr founder Jason Lemkin has frequently written about how measuring and improving your NPS is important for growing your business and it’s clearly a big theme at the conference this year too!

Meeting 150

Meeting Net Promoter Score Conference NPS 150

Horizon CX

SEPTEMBER 1, 2023

Then there are those organizations that get engaged with CX because a senior leader either read a book on CX or attended an industry conference where CX was presented in such a way that demonstrated how that business drove revenues and profits to higher levels through CX than if they hadn’t engaged.

Exercises 246

Exercises Customer Centricity NPS Culture 246

ijgolding

OCTOBER 3, 2016

These questions include the following examples: Should I measure NPS or CSat? It is extremely common to find businesses with lots of customer insight activity, with an NPS or CSat programme or both in action. Customer journey maps of all shapes and sizes are adorning many a conference room wall.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

CloudCherry

DECEMBER 12, 2017

Previously, she was with Satmetrix as the Chief Customer Officer, consulting with top organizations to adopt NPS and build a customer-centric business. Prior to that, Deborah was a partner at KPMG Consulting where she had first-hand experience in applying NPS as part of a comprehensive Top Account program for the largest revenue accounts.

Chief Customer Officer 150

Chief Customer Officer Customer Experience NPS Customer Centricity 150

Beyond Philosophy

NOVEMBER 10, 2014

A Global Shipping company increased its Net Promoter Score (NPS) by 40% points over 30 months. The company linked every 4% points improvement of their NPS score to 1% improvement in shipping volume, thus increasing volume by 10%. < [link] > “The ‘moment of truth’ in customer service.” www.mckinsey.com. February 2006.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

ChurnZero

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. Product Engagement Score: A More Accurate Predictor of Churn Than NPS? – Find out how to work with Product to help predict customer churn.

Conference 98

Conference Customer Success Leadership Sales 98

AskNicely

JANUARY 17, 2017

Ensure you’re collecting NPS feedback on a regular basis – how else will you know how happy and loyal your customers are? This is a great way of rewarding great performance and increasing visibility of your NPS program across the business. You need to be regularly assessing how your customers feel. 3) Sharing is important. Let us know.

Net Promoter Score 150

Net Promoter Score NPS Conference Feedback 150

AskNicely

JANUARY 17, 2017

Ensure you’re collecting NPS feedback on a regular basis – how else will you know how happy and loyal your customers are? This is a great way of rewarding great performance and increasing visibility of your NPS program across the business. You need to be regularly assessing how your customers feel. 3) Sharing is important. Let us know.

Net Promoter Score 150

Net Promoter Score NPS Conference Feedback 150

InMoment XI

APRIL 3, 2023

NPS made sense. We know that when an Above & Beyond employee is recognized, NPS is 5x higher. So at the recommendation of my supervisor, I read two books that you’re probably familiar with: The Ultimate Question 2.0 and Outside In. I started to understand customer experience. The case studies in the books made sense.

Tips 195

Tips Touchpoint Customer Centricity NPS 195

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. “Your store dropped 1% in NPS scores this month!” Thank you to Medallia for a wonderful conference! It’s all about your people. And it’s also about…your people. Get personal with metrics.

Case Study 152

Case Study Airlines Conference Wait Times 152

Thematic

FEBRUARY 11, 2024

I finally got to attend a Medallia Experience conference, and just like with my write up of the Qualtrics X4 event last year , I’d like to share my experiences and learnings. The long corridors at the Wynn, Medallia's conference venue There were more people than I expected. First, it’s hard not to compare two events.

Conference 62

Conference NPS Hotels Self Service 62

Gainsight

SEPTEMBER 28, 2020

Gainsight was fortunate enough to “be in the room” at Industry , one of Product Managers’ largest conferences. If your product is in the sustain stage, you may be inclined to focus on stickiness of a specific feature as this feature may be a key indicator of higher NPS scores. Data tells us so many stories.

Conference 66

Conference Industry Metrics Effort Score 66

GetFeedback

SEPTEMBER 18, 2019

A while back, my teammates and I spent hours in a conference room mulling over the concept of effortless experience. Learn how to use customer loyalty metrics (NPS, CES, and CSAT) to improve customer experience and increase retention rates. While some data says yes, other research says no. . Guide to Boosting Customer Loyalty.

Loyalty 257

Loyalty Customer Experience Touchpoint Metrics 257

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

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

Daniel Group

SEPTEMBER 20, 2022

The Daniel Group will host its annual CX Client Conference on Oct. September 17, 2022 ( Newswire.com ) – The Daniel Group, a leading Customer Experience consulting firm, announces the theme of its annual client conference, Dollars & Sense: What’s Next in CX? This year’s conference will be held on Oct.

Conference 52

Conference Groups Net Promoter Score NPS 52

Customer Bliss

AUGUST 15, 2017

She is a regular speaker at CX events and conferences across Europe. They launched it on a smaller scale in some hotels, and saw an increase of NPS/customer satisfaction scores. She studied in Frankfurt (Germany) & Madrid (Spain) and lived and worked in London for three years. They thought it would cost too much, etc. Go for them.

Travel 204

Travel Industry Hotels Customer Journeys 204

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

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 (NPS). Another important loyalty KPI is Net Promoter Score (NPS). Unlike NPS, CLI doesn’t have a standard scale.

Loyalty 114

Loyalty Net Promoter Score Measurement NPS 114

Daniel Group

MAY 12, 2022

He also outlines steps to use your NPS data to determine your “Earned Growth Rate (EGR),” which helps quantify how much referral activity is worth. Please mark your calendars for October 19 and 20 for our annual Client Conference to be held here in Charlotte, NC. The formula for calculating your company’s EGR is here.

Net Promoter Score 98

Net Promoter Score Customer Experience NPS Conference 98

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 I’m excited to pair PES with NPS, then incorporate both into future Customer Success projects.

Net Promoter Score 105

Net Promoter Score Conference Customer Success NPS 105

Daniel Group

SEPTEMBER 15, 2023

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

Net Promoter Score 95

Net Promoter Score NPS Loyalty Metrics 95

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

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. We CX folks love to discuss measurement. Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs. That’s because we spend so many of our waking […].

Net Promoter Score 148

Net Promoter Score Measurement Effort Score How To 148

ReviewTrackers

MAY 8, 2017

To help your leaders and managers in your organization become CX experts, we compiled a list of customer experience conferences and events to attend this 2017. Customer Experience Conferences and Events. Gartner Digital Marketing Conference. Looking for the latest trends, tools, strategies, and insights on CX? Where: London, UK.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Customer Bliss

AUGUST 9, 2018

A large conference room is set up once a quarter by stages of the customer lifecycle. They update the NPS quarterly so employees can see if their efforts are actually making progress and increasing the scores. Gain a better understanding of customers and their journey. How is the room organized? How is it used?

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

TechSee

JANUARY 25, 2023

The field service industry is lucky to have several thought leaders who publish their expert views, speak at conferences, and share their philosophy with others in the field. Mark produced and led global customer experience programs leveraging NPS and a closed-loop process improvement at multiple companies.

Management 41

Management Automotive Leadership Effort Score 41

ChurnZero

NOVEMBER 22, 2019

I am soooo excited to announce BIG RYG , ChurnZero’s inaugural industry and user conference built for current and future leaders in Customer Success. Why are we doing a Customer Success conference ? One of the most common question to ChurnZero is : when are you going to have a conference? How are we doing this conference?

Conference 17

Conference Chief Customer Officer NPS Customer Success 17

CustomerGauge

MARCH 24, 2017

The post NPS® Leadership Excellence at Areas USA appeared first on CustomerGauge. Every so often you come across a company that you would want to work for, not only for what they make, do or sell, but because of the vision they hold and the people they employ. For me, Areas USA is that company and team.

NPS 60

NPS Leadership Customer Success Management 60

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. times more likely to buy again, 5.6

NPS 52

NPS ROI Social Media Effort Score 52

customer sure

MARCH 12, 2024

Our team have just returned from the Institute of Customer Service ’s Annual Conference. A great example is our Satisfaction Drivers report which tells you exactly which areas of your business are pushing up or dragging down NPS. You might not need AI… Equally, there are some tasks where using centuries-old maths can outperform AI.

Conference 62

Conference Trends Customer Service Fashion 62

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

Customer Bliss

OCTOBER 3, 2017

In his role as Head of Customer Experience he lead the team that complete the NPS turnaround (From laggard to lead NPS among telcos) while reducing -46% the number of calls, -75% number of customer complaints and -65% refunds to customers. Understanding Quick ROI.

Chief Customer Officer 125

Chief Customer Officer ROI NPS Leadership 125

CX Workout - Ideas Blog

MAY 10, 2016

The Service Profit Chain Institute Workout was delighted to launch its new SaaS platform, CX Workout , at the CX Fusion conference in Las Vegas, April 25-27, 2016. The first full day of the CX Fusion conference had a great start with several keynote speakers. Let’s dive into the keynotes and kick offs from day one. Carine Clark.

Conference 40

Conference Omni-Channel Effort Score Customer Journeys 40

Horizon CX

JUNE 10, 2022

For example, I worked with an organization that developed a voice-of-the-customer (VoC) program with the primary objective of achieving a high Net Promoter Score (NPS). Where score-chasing becomes the primary objective of CX, programs like those tend to end abruptly or slowly disappear.

Customer Journeys 130

Customer Journeys System Net Promoter Score Chief Customer Officer 130

CX Journey

JUNE 28, 2016

Did you read about it in a book or hear about it at a conference? Unfortunately, this is one of the pitfalls of NPS. When it was first introduced, and still today, the beauty of NPS was that it gets executives focused on the customer experience. The problem is, many simply focused on NPS. And then: Why? Focus on it?

Effort Score 97

Effort Score Metrics NPS Measurement 97

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. Improving NPS for a Better Customer Experience by Kathy Doering. My Comment: If you’ve read my work and these weekly roundups, then you know that I’m a fan of the NPS survey.

Net Promoter Score 90

Net Promoter Score Customer Service Omni-Channel Customer Centricity 90