ECXO

MARCH 6, 2025

Some organizations create a detailed CX roadmap that estimates improvements in metrics like net retention rate, customer lifetime value, or average deal size as experience enhancements roll out. This group regularly reviews progress on the CX roadmap, monitors key metrics, and helps resolve any interdepartmental issues.

B2B 339

B2B Customer Journeys How To Effort Score 339

GetFeedback

DECEMBER 21, 2018

31% of respondents rated being able to contact the company through any channel as the top driver of feeling emotionally connected to a brand. ( The Net Promoter Score (NPS) survey is a reliable way to measure customer loyalty. Or maybe customers are asking for a service that’s already on the roadmap. New Voice Media ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

SurveySensum

OCTOBER 28, 2024

NPS is a legend in the world of CX KPIs. Well, I believe it to be true… Companies with a high NPS grow twice as fast as their competitors, and in a world where customer loyalty directly influences your revenue, that’s no small feat. However, your NPS data is just a number without tracking the right KPIs. Let’s find out!

NPS 52

NPS Loyalty Effort Score Analysis 52

ECXO

MARCH 21, 2023

In the end, everything is connected. Develop a detailed and realistic CX roadmap: Create a detailed roadmap outlining the steps that need to be taken to achieve your CX objectives, and assign responsibility for each action item. Map out the journey: Develop a roadmap for advancing employee experience maturity over time.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Why is NPS ® going up or down? Net Promoter System Net Promoter System, or NPS, consists of the Net Promoter Score and open text feedback.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InteractionMetrics

FEBRUARY 20, 2025

Your Net Promoter Score (NPS) isntjust another numberits a direct reflection of customer trust and customer loyalty. A high NPS means happy customers who are eager to spread the word about your business, fueling growth and strengthening your brand reputation. The result is a clear roadmap to improvement for your company.

NPS 52

NPS Net Promoter Score Strategy How To 52

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. 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?

Report 90

Report How To Effort Score NPS 90

Kayako

OCTOBER 16, 2017

Example: increase NPS and CSAT scores. Retention is not just about preventing customer churn, it’s also a chance to connect the value customers receive from your product with additional revenue for your company. Goal: Increase NPS and CSAT scores. Incorporating customer feedback into your product roadmap reduces this risk.

Customer Success 193

Customer Success NPS Roadmap Customer Satisfaction 193

Calabrio

MARCH 22, 2025

Supervisors also provide a connection between organizational leadership and frontline agents, ensuring that high-level goals translate into action. Intelligent routing tools go beyond simple call distribution, leveraging sophisticated algorithms and data analysis to connect customers with the most appropriate agent or resource.

Contact Center 130

Contact Center Management Strategy Call Center 130

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

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction.

Ecommerce 109

Ecommerce Survey Retail NPS 109

eglobalis

OCTOBER 1, 2024

Take, for instance, a company that uses Net Promoter Score (NPS) as a shared KPI across all departments. One real-world example is a company that integrated Slack into their operations, connecting employees from different teams like Marketing, Sales, and R&D in real-time conversations. The result?

Customer Journeys 450

Customer Journeys Culture Leadership Effort Score 450

InMoment XI

MAY 3, 2024

Foot Locker’s CX programme is not just about collecting data; it’s about making meaningful connections and driving actionable insights across departments. The correlation between NPS scores and operational metrics, demonstrates how improvements in customer satisfaction directly contributes to sales performance.

Retail 195

Retail Return on Investment ROI Analysis 195

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. Why is NPS ® going up or down? 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. Key Takeaways We use post-trial and recurring NPS feedback to consistently refine our product and quickly adapt to customer needs. That’s where our NPS recurring survey comes in.

B2B 152

B2B NPS Effort Score Survey 152

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. For anyone looking to grow as a leader, a professional, or just as a human being, his philosophy offers a roadmap to clarity and purpose. Listen more.

NPS 52

NPS Gamification Effort Score Customer Centricity 52

Lumoa

MARCH 31, 2021

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. If you want to collect feedback through surveys, then the three most commonly used surveys are: NPS , CSAT , and CES.

Effort Score 195

Effort Score NPS Net Promoter Score Self Service 195

InMoment XI

DECEMBER 7, 2023

Measuring CX requires a layered approach that can include in-depth user interviews and gathering data at key points of contact, as well as tracking customer experience metrics like NPS, CSAT, and CES, among others. NPS is a great place to start when you’re looking to measure customer experience. This is scored on a numeric scale.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

Guavus

FEBRUARY 17, 2022

For example, I spend a good portion of my time defending my products’ roadmaps from ‘feature creep’, an ever-increasing list of required bells and whistles to include in the product. Nothing will tank an operator’s NPS (Net Promoter Score) more quickly than poor call quality. Customers will not abide poor call quality.

NPS 98

NPS Net Promoter Score Customer Centricity Analytics 98

Retently

NOVEMBER 27, 2024

Platforms like Instagram, TikTok, and Facebook have blurred the lines between scrolling and shopping, creating huge opportunities for brands to connect directly with consumers. It’s like a roadmap that shows where things are working – and where they’re not. Here are the most powerful approaches: 1.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Retently

AUGUST 23, 2023

Some people argue that NPS® doesn’t work effectively for B2B companies. One reason for this common misconception is that almost all of the content available both online and offline about NPS® is aimed at a B2C audience: Most NPS guides are written with B2C brands in mind, using terms like “customers” instead of “clients” or “accounts”.

Net Promoter Score 147

Net Promoter Score B2B Company B2C 147

GetFeedback

JANUARY 27, 2020

That means it’s critical that you use quantifiable measurements, such as NPS, CSAT, and CES to provide hard metrics. . By connecting customer feedback with customer data, you’ll create a holistic view of your customer experience that will level up your final insights. . Step 3: Integrate your program with Salesforce.

How To 221

How To Customer Journeys Feedback Survey 221

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.” If your goal is to boost satisfaction, connect it to something tangible like “which should increase repeat purchases by 15%.” Be as specific as possible.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

Comm100

APRIL 23, 2019

Chat is not limited to text: A robust, modern live chat program empowers customers to connect with companies through rich media like audio, video, and co-browsing. Develop a customer education roadmap: Customers understand the concept of live chat but aren’t necessarily aware of its full capabilities.

Customer Experience 170

Customer Experience Roadmap Omni-Channel Video 170

Retently

JULY 8, 2024

Well, Net Promoter Score (NPS) helps you get a handle on how your customers feel about your business. But here’s the big question: should you run an ongoing NPS campaign, periodic NPS campaigns, or maybe consider a different approach? Brief Explanation of NPS So, what exactly is NPS? Why is it Important?

Touchpoint 78

Touchpoint NPS Survey Strategy 78

Experience Investigators by 360Connext

OCTOBER 17, 2023

Reporting on a Net Promoter Score (NPS) month after month that doesn’t vary too dramatically can create a sense of complacency. Leaders who receive the reports don’t see real value in these numbers because they aren’t shown how they are connecting to the overall business strategy. And that’s where it gets tricky.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

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

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. The real challenge is integrating it.

Customer Insights 62

Customer Insights Data Analytics How To 62

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. Based on the NPS value, customers are categorized as detractors (1-6), passives (7 or 8), and promoters (9 or 10).

Feedback 195

Feedback How To Social Media B2C 195

Retently

SEPTEMBER 12, 2018

Our product team makes use of all possible means to get hold of actionable insights for roadmap improvements. In this post, I’ll explain how we used MonkeyLearn to analyze NPS responses to get actionable insights from customer feedback. What is NPS? Sorting through the feedback is tough.

Analysis 109

Analysis Feedback NPS Effort Score 109

rethinkCX

FEBRUARY 23, 2025

Thats the promise of customer experience (CX) in 2025a year poised to redefine how businesses connect with their audiences. From AI-driven personalization to community-powered loyalty, these trends arent just buzzwordstheyre your roadmap to staying ahead. Slack, Discord) where customers can connect. Contact us to unify your CX.

Trends 52

Trends Customer Experience Omni-Channel How To 52

DCX

JANUARY 7, 2025

And let me ask you this: has a customer ever thanked you for your NPS dashboard? 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. Are You Talking the Talk or Walking the Walk?

Customer Experience 52

Customer Experience Effort Score Leadership Metrics 52

InMoment XI

JANUARY 10, 2023

Relationship data : Gather Net Promoter Score (NPS) data in-app or via emai l, or wherever you interact with customers. Create a roadmap : Allow qualitative feedback to drive your plan for CX improvement. Product may want to know how long a survey respondent has been a platform user. Gather Voice-of-the-Customer (VOC) data (examples).

Customer Experience 243

Customer Experience Management Customer Journeys Effort Score 243

GetFeedback

JULY 29, 2019

Net Promoter Score (NPS) is an excellent example of a closed question which many companies use to gauge customer sentiment. NPS is just one example of a rating question with a free form text follow-up. The second traceability concern is connecting the feedback to the actions you plan to take.

Survey 150

Survey Feedback How To Net Promoter Score 150

Retently

OCTOBER 1, 2019

Below, we’ve explained how Passives contribute to your NPS®, as well as the immense value you might find in paying more attention to their ideas and recommendations by adopting some of these actionable tactics. . NPS by respondents’ segment. Don’t lose sight of the human connection. The result? Bad service.

Net Promoter Score 65

Net Promoter Score Connections How To NPS 65

Innovative CX

AUGUST 10, 2021

There’s plenty of content in the CX world about NPS, CXi, CSAT, CES, Loyalty, Retention, etc. Combining the two types of metrics helped connect the dots for agents so they knew improving their health metrics would have a corresponding improvement in their performance metrics.

Connections 59

Connections Customer Experience Average Handle Time Contact Center 59

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