InMoment XI

SEPTEMBER 21, 2021

There’s a problem with how many businesses view customer experience (CX) data: human beings cannot (and should not) be distilled down to numbers. For many years, experience programs have hailed numbers as a sort of holy grail, but the reality is that numbers are no substitute for genuine human connection.

Customer relationships 433

Customer relationships Customer Experience Net Promoter Score Effort Score 433

Lumoa

SEPTEMBER 16, 2022

Net Promoter Score in a nutshell. NPS, or Net Promoter Score, is a market metric that is used in many industries because it is an easy way to quantify how loyal customers are. Recent findings show that NPS is one of the top 3 customer experience metrics used by CX programs.

Net Promoter Score 195

Net Promoter Score NPS Effort Score Comparison 195

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Metrics 405

Metrics Net Promoter Score Customer Experience Effort Score 405

Retently

JULY 16, 2024

Most companies focus on continuously improving their customer satisfaction, and tracking Net Promoter Score is an important step in building a culture of Customer Success. Over the years, Net Promoter Score has proven to be a key customer satisfaction metric.

Net Promoter Score 148

Net Promoter Score Effort Score NPS Customer Satisfaction 148

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. Why is B2B CX Important?

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

Retently

MAY 21, 2024

Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased? This is a common question that can be particularly worrying for small businesses that maintain a close relationship with their customers and clients. Why does NPS matter to businesses?

Net Promoter Score 147

Net Promoter Score NPS Culture Survey 147

InMoment XI

OCTOBER 30, 2024

Did you know that one negative experience is enough for 50% of customers to switch to a competitor? This is especially true in insurance, where customers have diverse preferences and a growing demand for personalized services. What is Customer Experience in Insurance? What is Customer Experience in Insurance?

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

Retently

OCTOBER 16, 2023

In a 2003 Harvard Business Review article , Fred Reichheld introduced Net Promoter Score® as a new measure of customer loyalty and satisfaction. That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology.

Net Promoter Score 147

Net Promoter Score Metrics NPS Customer Satisfaction 147

Retently

AUGUST 1, 2024

In The Lean Startup , Eric Ries describes the four ways customers drive sustainable growth for businesses. They’re also closely linked to each other: customers who like your product enough to keep using it are the most likely to recommend it to their peers. What we haven’t discussed is when you should start using Net Promoter Score ®.

Net Promoter Score 148

Net Promoter Score Measurement Effort Score NPS 148

Retently

JULY 4, 2023

From GE to Apple, many of the world’s biggest companies use Net Promoter Score ® to measure and track customer sentiment. Most swear by NPS® as the most accurate and effective means to measure loyalty and satisfaction among customers. But what if you’re not one of the world’s largest companies?

Net Promoter Score 158

Net Promoter Score NPS Multi-Channel Feedback 158

ECXO

AUGUST 19, 2024

Customer Experience Experimentation: Your Final Frontier Introduction Customer Experience (CX) is a critical battleground in today’s competitive market. Experimentation validates hypotheses, uncovers areas for improvement, and ensures new initiatives resonate with customers.

Customer Journeys 369

Customer Journeys Customer Experience Net Promoter Score Effort Score 369

ECXO

JULY 29, 2024

Designing and Rolling Out a Global Customer Experience Strategy Introduction Delivering exceptional customer experience (CX) is essential for any successful business. This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

OCTOBER 4, 2023

Today, there are a lot of customer feedback management (CFM) companies talking about integrated CX. But, we are confident in saying that the strategies we are developing that view the customer experience as the sum of integrated feedback, insights, and actions are going to distinguish us from our competitors in a significant way.

Customer Experience 418

Customer Experience Net Promoter Score How To Effort Score 418

GetFeedback

DECEMBER 26, 2018

Do you really know how your customers feel about your products and services? How about the quality of your customer service? The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly. CSAT surveys measure customer satisfaction with a specific experience.

Customer Satisfaction 286

Customer Satisfaction Measurement How To Net Promoter Score 286

Retently

AUGUST 23, 2022

As an ecommerce business, Net Promoter Score® might be the most powerful KPI in your CX toolkit. Net Promoter Score is a metric that measures the likelihood of a customer recommending your brand to their personal and professional social circle. Survey all customers, not just top spenders.

Net Promoter Score 148

Net Promoter Score Ecommerce Tips NPS 148

eglobalis

JUNE 27, 2024

Introduction Delivering superior customer experience (CX) is paramount for business success. A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions.

Strategy 369

Strategy Customer Experience Net Promoter Score Customer Centricity 369

GetFeedback

NOVEMBER 20, 2018

Want happy, loyal customers? But for the business with limited resources and a thousand different priorities, building a thriving customer base is easier said than done. It isn’t a one-and-done achievement—you have to devote constant attention to activities that drive customer satisfaction and loyalty.

Customer Satisfaction 257

Customer Satisfaction Survey Net Promoter Score Social Media 257

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. Should you kill NPS?

NPS 373

NPS Feedback Net Promoter Score B2C 373

Retently

APRIL 11, 2023

There’s no better measure of your business’s overall health and ability to grow than customer satisfaction. A thriving company hinges on happy customers and one of the most reliable ways to gauge their satisfaction is through a consistent NPS process. Satisfied customers translate into growth through word of mouth.

Net Promoter Score 158

Net Promoter Score Survey NPS Customer Satisfaction 158

eglobalis

SEPTEMBER 5, 2024

What if the secret to skyrocketing your revenue lies in understanding not just what your customers do, but how they feel? In a world where every interaction counts, successful companies aren’t merely focused on closing deals—they’re laser-focused on keeping customers happy, loyal, and engaged.

Metrics 322

Metrics Customer Success Customer Experience Effort Score 322

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Here are 40 customer retention statistics that reinforce the growing need for customer experience management.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

GetFeedback

MAY 23, 2019

NPS is an inevitable comparison that surfaces whenever a company launches a Voice of the Customer (VoC) program to optimize their customer experience (CX) strategy. . In essence, VoC gives your customers a voice within your organization. . In essence, VoC gives your customers a voice within your organization. .

NPS 308

NPS Net Promoter Score Effort Score CEM 308

Retently

MARCH 23, 2023

You can also learn a surprising amount of tactics and strategies by studying the opposite end of the scale – the world’s least successful companies, from a churn perspective – to compare their common weaknesses and find out what makes their customers so unlikely to recommend them to their peers. Ready to start?

Net Promoter Score 124

Net Promoter Score Company NPS Effort Score 124

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . Without action , customer experience becomes a nice platitude, but not a path to greater success.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

GetFeedback

FEBRUARY 15, 2019

Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn.

Strategy 322

Strategy Customer Experience Net Promoter Score Social Media 322

ECXO

MARCH 15, 2024

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? The second sin is a lack of personalization.

Customer Experience 290

Customer Experience Net Promoter Score Customer Satisfaction Innovation 290

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. The scale of NPS, in terms of the ability to reach thousands or tens of thousands of customers, just isn’t as applicable or relevant for an average B2B company.

Net Promoter Score 148

Net Promoter Score B2B Company B2C 148

Uniphore

DECEMBER 13, 2021

Today’s retail customers have higher expectations than ever—particularly when it comes to digital customer experience. Shaped by the global pandemic, which forced billions to adopt new shopping behaviors, customers are notably less patient, more demanding and more proficient online. Download The Article.

Retail 262

Retail Net Promoter Score Self Service Customer Experience 262

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. In This Article: Why do you need Customer Experience Management?

Customer Experience 414

Customer Experience How To NPS Touchpoint 414

Experience Investigators by 360Connext

MARCH 5, 2024

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction.

Employee Experience 260

Employee Experience Customer Experience Customer Journeys Net Promoter Score 260

ShepHyken

SEPTEMBER 11, 2023

Top Takeaways: Net Promoter Score (NPS) evaluates customer sentiment and allows companies to compare their data with competitors. To improve customer experience, companies need to break down the customer journey into smaller episodes or touchpoints.

Net Promoter Score 138

Net Promoter Score NPS Automotive Poor Customer Service 138

InMoment XI

DECEMBER 17, 2024

As your company begins to scale customer experience operations, it is possible for silos that cause different departments to use separate technologies and focus on different metrics, which fragments your understanding of the customer experience. What Is a Customer Experience Manager (CX Manager)?

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

eglobalis

AUGUST 19, 2024

While the Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty, sentiment, and ”satisfaction”, it’s clear that NPS alone isn’t sufficient—a topic we’ve explored before.

NPS 308

NPS Net Promoter Score Effort Score Metrics 308

Experience Investigators by 360Connext

AUGUST 17, 2021

Cross-functional leadership is a key factor in leading any customer experience program. That means creating a CX Strategic Council with leaders who are essential to recognizing, identifying, and improving the right moments along the customer journey. . I like to create a standard agenda, then customize for every meeting.

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

Kayako

JULY 22, 2022

The concept of customer perception seems obvious, it is basically the customer’s opinion of a company at any given point during their customer journey. What is not so simple is tracking and measuring all the different variables that influence customer perception. Customer perception is directly tied to the bottom line.

Net Promoter Score 280

Net Promoter Score Measurement Effort Score NPS 280

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience?

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337