Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. As such, I hold a special place in my heart for NPS and the people that created it. One of the mysteries of the CX universe solved!

NPS 120

NPS Analytics Customer Insights Net Promoter Score 120

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. As such, I hold a special place in my heart for NPS and the people that created it. One of the mysteries of the CX universe solved!

NPS 120

NPS Analytics Customer Insights Net Promoter Score 120

Thematic

MARCH 2, 2025

This staggering statistic highlights why businesses must prioritize customer insights and invest in analysis tools to understand their audience better. So, what are customer insights? Customer insights are actionable understandings derived from customer data that help businesses improve their strategies.

Customer Insights 62

Customer Insights Analysis Social Media Analytics 62

SurveySensum

MARCH 24, 2025

Are you tracking your NPS program correctly? Because if your NPS program isnt consistent or lacks real-time insights, you might be missing the bigger picture. So, is your NPS tracking giving you the right data to grow? Are you leveraging the right NPS software to do it correctly? What is NPS Tracking?

NPS 52

NPS Feedback How To Effort Score 52

Retently

JANUARY 13, 2025

Key Takeaways CES is a critical metric for understanding how easy or difficult it is for customers to interact with your business. While metrics like CSAT or NPS focus on the big picture such as overall happiness or loyalty CES zooms in on the little moments that can make or break a customers experience. NPS looks at loyalty.

Measurement 117

Measurement Tools Effort Score Multi-Channel 117

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. That’s why most companies struggle to meet the expectations of their customers.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Retently

MARCH 17, 2025

Perfect for CX managers, operations, and leadership teams who need strategic insights to optimize operations and refine policies. Key Metrics to Include: CSAT/NPS Trends : Did customer satisfaction shift? Product Launch Performance : What were the most common customer questions about the new release?

Report 90

Report How To Effort Score NPS 90

GetFeedback

DECEMBER 26, 2018

This score indicates how satisfied or dissatisfied customers are with a particular service, interaction, procedure, or product—whatever the survey is measuring. Any time you want customer insight into one of the following areas, you can use a CSAT survey: Customer support interactions. Customer onboarding.

Customer Satisfaction 286

Customer Satisfaction Measurement How To Net Promoter Score 286

Totango

APRIL 5, 2022

The number of NPS software providers has proliferated as the importance of tracking Net Promoter Score (NPS) has been realized by a growing number of enterprises. This raises the question, how do you find the best NPS software solutions? Then we’ll take a look at the best NPS software providers. What Is NPS Software?

NPS 108

NPS Software Net Promoter Score Multi-Channel 108

Retently

OCTOBER 23, 2024

They reveal pain points, areas for improvement, and opportunities to delight customers – whether it’s right after a purchase or a few weeks into product usage. 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 110

Ecommerce Survey Retail NPS 110

InMoment XI

JANUARY 4, 2024

Personalization Leverage data analytics and customer insights to personalize the online shopping experience. Implement personalized product recommendations, targeted promotions, and customized content based on individual preferences and past interactions.

Retail 195

Retail Customer Experience Effort Score Social Media 195

Calabrio

SEPTEMBER 30, 2020

Key customer insights—or the lack thereof—can make or break a business in today’s harrowing world. So for the second year in a row, we recognized at our C3 online event — and awarded with cold, hard cash! Analytics in Action: Runner Up #1. Analytics in Action: Runner Up #2. appeared first on Calabrio.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

SurveySensum

SEPTEMBER 17, 2024

To fix this, launch targeted NPS follow-up emails. These emails drive real engagement, turning insights into action and building lasting loyalty. Let’s explore NPS follow-up email templates for each segment and dive in to turn those scores into loyalty and growth! What is an NPS Followup Email? Without further ado.

NPS 52

NPS Customer Insights Customer Satisfaction Feedback 52

Retently

JUNE 24, 2018

In the increasingly crowded market, each NPS® product strives to become noticeable by means of distinct features that makes it competitive and visible. In order to choose the best NPS software that properly fits your business, it’s essential to first become familiar with what most NPS tools have to offer. Survey customization.

NPS 91

NPS Net Promoter Score Software How To 91

Calabrio

SEPTEMBER 30, 2020

Key customer insights—or the lack thereof—can make or break a business in today’s harrowing world. So for the second year in a row, we’ll recognize at our upcoming C3 online event — and award with cold, hard cash!

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

Lumoa

NOVEMBER 21, 2023

In this article, we will go over how AI has transformed customer feedback analysis in detail while throwing some light on the trends, challenges, and the future. The result is a happy customer who is likely to buy again or return for services. Swiftly turn insights into action: Focusing on actionable insights has never been easier.

Analysis 195

Analysis Feedback Social Media Chatbots 195

Lumoa

AUGUST 5, 2022

The Impact of Global Events on the Retail Industry. There are two important aspects here, which are seasonality and understanding what part of the price variable customers are opposing. Price Hike-NPS Correlation. Need Help Setting Up Your Customer Sentiment Monitoring Mechanism?

Retail 195

Retail Feedback Trends Consumers 195

Retently

SEPTEMBER 6, 2018

Measured every quarter or just after a major transaction, NPS© shall give your business the ability to capture valuable feedback at any moment in the customer lifecycle. The ‘What’ and ‘When’ of Relationship NPS. Relationship NPS use general, nonspecific language that doesn’t mention any specific purchase or event.

NPS 67

NPS Net Promoter Score Survey Touchpoint 67

InMoment XI

NOVEMBER 15, 2023

There are four common customer experience analytics metrics: Net Promoter Score (NPS) Net Promoter Score , or NPS, is a widely used metric to measure customer loyalty. These sources include surveys, social media, reviews, and customer support interactions.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

Lumoa

JANUARY 19, 2023

This is true both in terms of Customer Experience – e.g., are there strategic goals around CSat or NPS ? -, and in terms of broader business objective – e.g., increasing market share, reducing churn, cutting costs, etc. How is NPS increase related to revenue increase or reduced churn? And so on.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Retently

SEPTEMBER 3, 2024

From perfectly timed surveys to actionable insights, you’ll see how Retently drives our growth—and how it can do the same for you. Key Takeaways We use post-trial and recurring NPS feedback to consistently refine our product and quickly adapt to customer needs. Did our product meet their needs, or did something fall short?

B2B 152

B2B NPS Effort Score Survey 152

SurveySensum

APRIL 16, 2025

These surveys are sent at key touchpoints in your customers journey like, after support conversations, post-purchase, or throughout product use – they record real-time data that drives better decisions. Customer Satisfaction Surveys (CSAT & NPS) Would you like to find out whether clients simply endure you or love you?

CRM 52

CRM Survey Feedback Touchpoint 52

Retently

JANUARY 13, 2019

Net Promoter Score® (NPS®) is usually correlated with a business’ growth potential – and for good reason. However, it’s important to understand that there’s more to an NPS campaign than the score itself. Don’t worry, though – we’ve got you covered with useful tips on how to analyze the survey data from your NPS campaigns.

NPS 72

NPS Analysis Report Net Promoter Score 72

InteractionMetrics

NOVEMBER 20, 2023

The Net Promoter Score (NPS) is the most well-known customer satisfaction metric used by two-thirds of the Fortune 1000 companies. Created in 2003 by Fred Reichheld of Bain & Company , the Net Promoter Score (NPS) asks: “How likely are you to recommend us to a friend or colleague?” Customers answer on a 0-10 scale.

Net Promoter Score 52

Net Promoter Score NPS Touchpoint Hotels 52

Customer Bliss

AUGUST 15, 2017

She is a regular speaker at CX events and conferences across Europe. But it did address a major customer experience pain point. They launched it on a smaller scale in some hotels, and saw an increase of NPS/customer satisfaction scores. They thought it would cost too much, etc. It did NOT cost a lot of money. Go for them.

Travel 204

Travel Industry Hotels Customer Journeys 204

Retently

AUGUST 22, 2024

A great advantage of the Net Promoter System, aside from its simplicity and insightfulness, is that it works with any business models, such as B2C or B2B , and any business type and industry. Originally, the NPS surveys were sent at standard intervals, such as every quarter, once every six months and so on.

Survey 78

Survey NPS Ecommerce Touchpoint 78

InMoment XI

SEPTEMBER 25, 2024

.” — Csaba Dancshazy Senior Market Research Manager Fitness Lifestyle & Events Tough Mudder Inc. has grown to become a leading active lifestyle brand and endurance event company with more than 2.5 The Net Promoter Score (NPS) is an essential measurement for the company. million global participants.

Data 195

Data Social Media Net Promoter Score Analysis 195

ReviewTrackers

MAY 8, 2017

Looking for the latest trends, tools, strategies, and insights on CX? 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. 20:20 Customer Experience Summit.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Gainsight

MARCH 8, 2022

Product release events come with a special kind of excitement, and today is no different. Our Evolve event proved once again that developing bold features with better results in mind is exactly what keeps Gainsight customers inspired to reach their biggest goals. . Other benefits include: . See More from Evolve.

NPS 98

NPS Effort Score Leadership Sales 98

Retently

MAY 2, 2023

Yet, if you’re looking for a quick and reliable source of relevant information, surveys remain the go-to choice for successful businesses looking to improve customer experience. The most widely used surveys to assess customer satisfaction levels are NPS , CSAT , and CES. What is NPS, CSAT, and CES?

Customer Journeys 134

Customer Journeys Survey Effort Score NPS 134

Thematic

APRIL 17, 2019

You worked for IDEO and led user experience and customer insights at DoorDash and Cruise, two of the most successful YC companies. Insights” is such a big word, so it’s important to break down what that means and all the teams it needs to collaborate with to be successful. So, started going to events. Alyona: Cool.

Roadmap 54

Roadmap Customer Insights Company User Experience 54

delighted

NOVEMBER 30, 2021

Customer feedback surveys: NPS, CSAT, and CES. Customer feedback surveys provide you with the opportunity to see what is and isn’t working at your various customer touchpoints, so you can make data-based decisions to close the gaps in your customer experience.

Touchpoint 87

Touchpoint Customer Journeys Net Promoter Score Effort Score 87

Lumoa

JULY 21, 2022

Now that we’ve covered the definition of customer experience management in the telecom industry, it’s time to analyze the impact that the global health crisis had on the steps that buyers follow before completing a purchase.

Customer Experience 221

Customer Experience Telecommunications CEM Customer Journeys 221

Experience Matters

DECEMBER 15, 2015

Customer journey mapping has become one of the most popular CX tools as it helps provide a customer-oriented viewpoint. While many of these efforts have been heavily focused on isolated mapping events, we expect to see companies use the lessons from CJM to drive more decisions and changes across their organizations.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Enthusiastic, engaged customers – Qualtrics recently hosted their annual Insight Summit, the only insight event of its kind.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Experience Investigators by 360Connext

MAY 15, 2024

These events provide some of my favorite opportunities to connect with fellow customer experience change makers, unpack our challenges, and provide much-needed group support. The team consolidated its many experience management functions into the Office of Transformation, which empowers employees with customer insights and data.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Culture 143

SurveyGizmo

OCTOBER 26, 2021

From customer insights to market research to concept testing, Qualtrics CoreXM is the central research platform that allows anyone to capture experience insights and take action. Collect feedback, sign people up to events, receive job applications, take payments, create engaging quizzes or interactive stories.

Survey 98

Survey Omni-Channel Feedback Employee Experience 98