InMoment XI

FEBRUARY 7, 2024

Here are some of the main feedback signals: NPS Surveys Call Center Data Reviews Social Insights/Spotlight Integrated CX platforms have the power to interpret these varied, disparate signals into a unified view. At the Forefront of ESG Leadership. ( [link] ). Access 1/19/24. Access 1/19/24. 2023 Edelman Trust Barometer. ( [link] ).

Hotels 195

Hotels Guest Experience Travel Social Media 195

ShepHyken

SEPTEMBER 7, 2018

If your customer service and success teams are anything like the average customer-focused team, you are always looking for ways to show your ROI to leadership and other departments, and working on initiatives to increase that ROI. But, even if you’re not going to be reviewed, perform as if you are. – Shep Hyken.

Case Study 85

Case Study ROI B2B Study 85

ClientSuccess

JANUARY 3, 2023

At the end of the day, a customer’s willingness to refer your company or product speaks volumes about their satisfaction. To measure this, many businesses use a Net Promoter Score (NPS), an index ranging from -100 to 100 that indicates customer loyalty and overall satisfaction with your offering.

Net Promoter Score 81

Net Promoter Score eBook Loyalty Customer Confidence 81

ClientSuccess

MARCH 27, 2017

A High NPS Score Always Equals Retention. It’s true that the Net Promoter Score is a great indication of how likely a customer is to promote a company and product, and therefore is a very helpful guide as it pertains to customer retention and overall satisfaction. 3 Keys to Restoring Customer Confidence.

Customer Success 46

Customer Success Net Promoter Score NPS Metrics 46

Gainsight

MAY 21, 2021

In fact, this past year alone, thanks to a combination of strategy, process, data, and some amazingly collaborative customers, we’ve raised our NPS after onboarding from +14 to +85. In parallel, we reduced onboarding time-to-value (TTV) for our largest Enterprise customers to just 13 weeks. Coincidence? So… how’d we do it?

NPS 52

NPS Consulting Leadership Culture 52

ChurnZero

JULY 24, 2020

You lose integrity when you only aim to please and profit, especially during points of sale or when customers confide in you. Generosity can also act as a buffer against “the effects of inevitable errors and disappointments in our relationships,” based on research shared by Notre Dame Deloitte Center for Ethical Leadership.

Loyalty 59

Loyalty Customers Customer Success Meeting 59