eglobalis

OCTOBER 1, 2024

Regular cross-functional meetings help synchronize efforts, ensuring that no team operates in a vacuum and that all departments are working towards the same unified objectives. Take, for instance, a company that uses Net Promoter Score (NPS) as a shared KPI across all departments. The result?

Customer Journeys 443

Customer Journeys Culture Leadership Effort Score 443

Retently

MARCH 17, 2025

Some reports get ignored because they track the wrong things, while others fail to connect the dots between customer issues and business impact. The best reports dont just show data they help teams connect the dots between whats happening and why. Therefore, the focus is not just on what the scores are, but on whats driving them.

Report 90

Report How To Effort Score NPS 90

Thematic

MARCH 30, 2025

Simply put, closing the customer feedback loop means communicating with customers about their feedback —meaning you connect with them about what they said and what you did in response, rather than just sending a generic “Thank you for your feedback” email. In fact, 41% say brand loyalty is tied to an emotional connection.

Feedback 62

Feedback Roadmap Effort Score NPS 62

Experience Investigators by 360Connext

OCTOBER 17, 2023

However, many people with that understanding don’t invest the time, effort, or resources needed to actually take action on that understanding. Many leaders will nod along with this conversation, but they lack the true knowledge to put the right time, effort, or resources toward this understanding. And that’s where it gets tricky.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

InMoment XI

JANUARY 10, 2023

Do you need a customer experience manager dedicated to managing this effort? CX efforts then become more specialized, and that’s when silos begin to form. Even marketing folks have successfully led CX ops efforts. Let’s find out. After all, in those early stages, they have no choice but to study every step in the journey.

Customer Experience 243

Customer Experience Management Customer Journeys Effort Score 243

Lumoa

MARCH 31, 2021

We spend lots of time, energy, and effort getting feedback and insight from customers. Example 3 Insight: Your NPS score dropped by 5 points last month. VS. Actionable insights: Your NPS score dropped by 5 points last month due to an unsuccessful software update. Knowledge is power. It’s a cliche saying.

Effort Score 195

Effort Score NPS Net Promoter Score Self Service 195

InMoment XI

DECEMBER 7, 2023

As your organization starts your customer experience management efforts, you need to consider how to measure it. It also involves collecting and connecting customer experience data from every touchpoint and channel for a complete view of the customer journey. A related survey metric is the PSAT or Product Satisfaction Score.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

Thematic

MARCH 30, 2025

For instance, connect your helpdesk and survey software, so all teams see the full history of customer feedback. A key best practice is to prioritize by assessing each item’s potential impact and the effort required to address it (feasibility). A useful tool for prioritization is the impact vs. effort matrix.

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. Stores can use various types of surveys to collect experience data, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys.

Ecommerce 109

Ecommerce Survey Retail NPS 109

GetFeedback

JULY 19, 2019

Many dealerships financially reward their employees for high survey scores rather than reward their employees for high survey completion rates. Break it down, categorize it, and score it. They’re giving you a roadmap to fix whatever it is that ails your business. How to quantify the business impact of your VoC efforts.

Data 262

Data How To Social Media Effort Score 262

GetFeedback

FEBRUARY 18, 2019

Net Promoter Score (NPS) is a method to assess customer loyalty , and many businesses today consider it to be an important metric. In fact, your NPS score is just the beginning. Engagement means following up on each response to show your appreciation for the feedback, uncover more information, and reveal opportunities to connect.

NPS 199

NPS Net Promoter Score How To Effort Score 199

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. net promoter score Net Promoter Score, or often, NPS, is a numerical part of the Net Promoter System, customer metric.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Retently

SEPTEMBER 3, 2024

In this article, we’re pulling back the curtain to show you how we leverage our own product to improve and stay connected with our clients. PMF surveys guide our roadmap and help identify our Ideal Customer Profile (ICP), focusing our efforts on must-have features. That’s where our NPS recurring survey comes in.

B2B 152

B2B NPS Effort Score Survey 152

Thematic

MARCH 30, 2025

Instead, you need unified data analytics to connect every touchpoint and every voice. For customer experience teams, KPIs like customer satisfaction score (CSAT) , net promoter score (NPS) , and customer effort score (CES) help quantify how well you’re meeting customer needs. Look at the case of Art.com.

Customer Insights 62

Customer Insights Data Analytics How To 62

DCX

JANUARY 7, 2025

If your CX efforts are more about optics than outcomes, that’s a problem. Connect the dots: Show how happy customers stick around longer, spend more, and tell their friends. Here’s how to fix that: Break down silos: Connect your systems so data flows seamlessly. Let’s dig in. To hit some quick KPIs?

Customer Experience 52

Customer Experience Effort Score Leadership Metrics 52

DCX

DECEMBER 29, 2024

Sometimes, the biggest breakthroughs come not from adding more but from questioning the basics—how we measure success, connect with customers, and design experiences. Scoreboards for life: Recovery and strain scores make it super easy to see how you’re doing and where you can improve. Listen more.

NPS 52

NPS Gamification Effort Score Customer Centricity 52

Customer Bliss

MAY 4, 2017

In this role, she leads the efforts on building out the customer experience (CX) strategy, the roadmap for driving CX improvements in all six CX disciplines and she is responsible for the centralized CX programs such as the Net Promoter Score customer listening program and the journey mapping center of excellence.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

InMoment XI

OCTOBER 24, 2023

InMoment champions the cause of empathetic listening, and with speech analytics, every conversation becomes a bridge to deeper understanding and connection. By meticulously selecting and monitoring the right KPIs, businesses can ensure that every effort, every strategy, and every decision is in harmony with their overarching goals.

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

Thematic

APRIL 1, 2025

For example, your objective might be “to improve our NPS (Net Promoter Score) by 10 points in the next year by addressing top customer pain points.” Clear objectives keep your efforts customer-centric and business-focused. A strong customer insights strategy clearly turns feedback into actions on your product roadmap.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

Customers have distinct preferences for how they interact with your organization, making it tricky to know the best places to focus your customer experience efforts. They’re all about the customer’s perspective, making them different from process maps or product roadmaps, for example. The goal to “understand” is typically not enough.

Customer Journeys 162

Customer Journeys How To Multi-Channel Roadmap 162

Gainsight

APRIL 11, 2025

The best thing is that these conversations operate both ways, providing opportunities for companies to connect with their customers. Measure and Optimize Your Efforts Congratulations! But how do you connect the dots from community engagement and activity to real business impact? Personal brand-building opportunities.

How To 52

How To Gamification Effort Score eBook 52

Experience Investigators by 360Connext

AUGUST 22, 2023

It can feel like an uphill climb with too many paths to choose from— especially when you’re first starting your CX efforts. But it’s worth the effort! It takes just one or two customer experience advocates to gradually build understanding and excitement around your efforts. Have you seen a lift to your customer feedback scores?

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

GetFeedback

JANUARY 27, 2020

Are you concerned about high effort processes that may be driving customer attrition? By connecting customer feedback with customer data, you’ll create a holistic view of your customer experience that will level up your final insights. . Stop and consider—what is it that you want to accomplish? First things first, though.

How To 221

How To Customer Journeys Feedback Survey 221

SurveySensum

OCTOBER 28, 2024

Customer Satisfaction (CSAT) Score While NPS tells you if customers will recommend you, CSAT shows you how satisfied they are with specific interactions. Keep an eye on these scores together to get a complete view of the customer journey. If your detractor score is high, churn is going to be high too.

NPS 52

NPS Loyalty Effort Score Analysis 52

DCX

DECEMBER 1, 2024

What’s one way you’re breaking the mold to create lasting connections? This week’s links dive into how authenticity, connection, and long-term thinking can transform CX. From creating genuine spaces to adopting a long-term mindset, the common thread in all these stories is connection. What feels generic?

Fashion 52

Fashion Culture Trends Connections 52

InMoment XI

OCTOBER 9, 2024

Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. Connect with your customers via an online community. A more positive CES score indicates that the customer experienced very little friction in completing a task.

Feedback 195

Feedback How To Social Media B2C 195

Customer Bliss

MAY 5, 2015

Instead of building (and celebrating) the new competencies and infrastructure that are critical to long-term sustainability – success gets defaulted to a score. “We We will be successful when our satisfaction rates are x” or “we will be successful when our net promoter score is y.”.

Customer Experience 100

Customer Experience Net Promoter Score Effort Score Roadmap 100

BirdEye

MARCH 6, 2025

But the real challenge was turning scattered efforts into a unified, results-driven strategy. Think of this as your roadmap to winning over potential customers. Youll discover how to integrate platforms, track meaningful metrics, and build authentic connections that outlast fleeting digital fads. Do you know how? The payoff?

Tips 85

Tips Tools Social Media Multi-Channel 85

Thematic

FEBRUARY 24, 2025

Their lean research team uses AI-powered analytics to process thousands of net promoter score (NPS) survey responses, identifying real-time pain points. They redesigned their Merchant Menu Manager after detecting a drop in NPS scores due to frustrations with its usability. One example?

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Customer Bliss

AUGUST 23, 2018

When he saw things like low customer rating scores, he wanted to know what could be done to turn that around to improve services. He had to think about how his team was currently serving him and what would be beneficial moving forward: Look at your roadmap and see who’s needed to execute what. Recruit deliberately.

Transportation 129

Transportation Industry Management Chief Customer Officer 129

Retently

SEPTEMBER 12, 2018

Our product team makes use of all possible means to get hold of actionable insights for roadmap improvements. The resulting data thus determines your Promoters (score 9-10), Passives (score 7-8) and Detractors (score 0-6). Our customer support team efforts are highly appreciated. The power of data.

Analysis 109

Analysis Feedback NPS Effort Score 109

Retently

AUGUST 23, 2023

We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. Closing the feedback loop is easier Another benefit of using Net Promoter Score for your B2B company is that you’re far more able to act quickly and decisively on customer feedback. So, what makes NPS so special for B2B?

Net Promoter Score 147

Net Promoter Score B2B Company B2C 147

InteractionMetrics

FEBRUARY 20, 2025

Your Net Promoter Score (NPS) isntjust another numberits a direct reflection of customer trust and customer loyalty. Here are 21 actionable strategies to improve your net promoter score and elevate your NPS the right way. Some might cherry-pick respondents, while others could pressure customers into giving a good score.

NPS 52

NPS Net Promoter Score Strategy How To 52

Retently

MARCH 18, 2024

Essentially, customer service surveys provide businesses with a roadmap to align their services with customer needs and expectations, thereby driving business growth. High CSAT scores can help businesses identify best practices and strengths to build upon. What is the primary reason for your score?”

Survey 119

Survey Customer Service Strategy Effort Score 119

Help Scout

APRIL 27, 2021

Like the happiness that you derive from being around your friends and loved ones, customer happiness is a product of a lot of time, effort, and learning. Measuring both CSAT and customer happiness is valuable, though — ultimately — it’s all about making an emotional connection with your customers.

Effort Score 135

Effort Score Net Promoter Score Customer Satisfaction Social Media 135

GetFeedback

NOVEMBER 18, 2019

Before you analyze your feedback, you’ve got to develop your analysis plan, which is a roadmap for how to analyze your data–and probably more importantly–why you’re analyzing it. . Customer Satisfaction Score: A Free Guide. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. Get the Guide.

Feedback 199

Feedback How To Analysis Survey 199

SurveySensum

MARCH 12, 2025

It connects the dots between different variablesbreaking down customer feedback by flight number, region, airport, and even service type. With the help of cross-tabulation, you can spot trends, connections, and patterns that might not be clear from unprocessed survey results right away. Which flights? Which routes?

Analysis 52

Analysis Survey Airlines Net Promoter Score 52