Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down? Why are your customers turning away from you?

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Retently

AUGUST 18, 2024

High NPS scores can definitely feel like a big win. After all, Net Promoter Score is a popular way to gauge how happy your customers are and how likely they are to recommend your business to others. It’s a straightforward metric that many businesses use to celebrate their customer satisfaction. So why does this matter?

NPS 146

NPS Net Promoter Score Effort Score Customer Satisfaction 146

AskNicely

MARCH 30, 2017

In fact, wouldn’t it be even better if you had a way to figure out why customers are unhappy and therefore likely to leave? That’s where Net Promoter Score (NPS) surveys can come to the rescue. Using NPS surveys – you can achieve all of the above and more. How do you know if your customers are satisfied? Probably not.

NPS 150

NPS Net Promoter Score Customer Satisfaction Survey 150

SurveySensum

DECEMBER 30, 2024

CustomerGauge is well known for its advanced capability in customer loyalty measurement via NPS; however, it doesnt have the perfect solution for every business. While it shines in NPS insights, CustomerGauge falls short in a few key areas. Design NPS , CSAT, CES, and more, tailored to your business needs.

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

InMoment XI

SEPTEMBER 22, 2022

My name is Ton Luijten, Customer Success Director + Data Science Lead in APAC—I’m also a Lean Six Sigma Black Belt. You should be able to answer the first question with your voice of customer data, meaning you should be able to work out what issues are causing the most dissatisfaction across your customer base.

Analysis 370

Analysis Analytics Measurement Customer Experience Professionals 370

eglobalis

SEPTEMBER 16, 2024

Therefore, understanding the needs of each group is essential. C-suite executives should lead this effort, ensuring the organization understands the complexity of the customer journey and invests in advanced analytics tools to segment and map these touch-points.

B2B 375

B2B Strategy Customer Experience Customer Journeys 375

AskNicely

NOVEMBER 20, 2018

Debitsuccess , a part of Transaction Services Group, is a full-service direct debit payment processor. With humble beginnings in the fitness industry, they have grown dramatically to offer billing, customer call center management, and collections in all kinds of industries. Debitsuccess, for one. With a sophisticated segmentation plan.

Case Study 150

Case Study Study Net Promoter Score NPS 150

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 116

Measurement Tools Effort Score Multi-Channel 116

Alida

NOVEMBER 10, 2016

Many smart companies use Net Promoter Score (NPS) to measure how well they’re meeting the needs and expectations of their customers. Enterprise messaging software company Slack, for instance, treats NPS as a leading indicator of growth, using it to improve its interactions with customers and prospects.

Net Promoter Score 208

Net Promoter Score NPS Effort Score How To 208

Retently

MARCH 16, 2022

Some companies have separated these functions further and appointed specialized groups for Onboarding, Implementation, and Customer Education. But there’s still one area that’s neglected all too often – Customer Success. What is the role of Customer Success? reduced customer churn.

Customer Success 157

Customer Success Net Promoter Score Customers Customer Retention 157

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. 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. Can you share a bit about yourself?

Ecommerce 109

Ecommerce Survey Retail NPS 109

Lumoa

MAY 7, 2018

To understand that better, I talked to Jeff Gardner , Head of Platform Partnerships, former Director of Support and Customer Success at Intercom. Jeff joined Intercom as the 4th employee, customer support engineer, in 2012 and since then has built a large customer support and customer success team.

Customer Experience 231

Customer Experience NPS Metrics Customer Centricity 231

ECXO

DECEMBER 25, 2024

Example Action: Send a personalized email after purchase, thanking the customer and providing helpful resources or product care instructions. Measure CX Impact on Business Metrics What to Do: Track CX metrics like NPS, Customer Satisfaction (CSAT), and Customer Effort Score (CES).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down? Why are your customers turning away from you?

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

ChurnZero

DECEMBER 19, 2024

Theyquestion the status quo, and relentlessly pursue their customers’ success, using ChurnZero software to power their initiatives and achieve breakthrough results. We’re delighted to introduce the winners of the 2024 ChurnHero Awards for customer success! Here’s who they are, and how they did it.

Customer Success 52

Customer Success Meeting Self Service ROI 52

Calabrio

MARCH 5, 2025

These solutions enable organizations to stay responsive to customer behaviors quickly, with more accuracy and in a cost-effective way. 9 Voice of the Customer Best Practices Are you ready to identify opportunities and issues in real-time and make better data-driven decisions?

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

Retently

MARCH 11, 2025

They optimize every step of the customer journey reducing friction at checkout, improving post-purchase experiences, and ensuring seamless interactions across channels. Data drives their decisions by monitoring NPS, CSAT, CES, and return trends, they identify pain points and push for actionable improvements.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Amity

NOVEMBER 28, 2018

Amity sat down with Bradley Liou , Director of Customer Success at Densify to ask him about all things Customer Success. Read our interview with Bradley to find out where Customer Success started at Densify, where it is now, and where it’s headed in the future. I am the GM, the coach and the player.

Customer Success 106

Customer Success Competitive Advantage Customers Software 106

Gainsight

MARCH 7, 2023

Customer success (CS) is on the verge of a digital revolution, and one-to-many tactics that increase Customer Success Manager (CSM) efficiency are making a real splash. For nearly a decade, CS has been built through one-to-one relationships between CSMs and their customers. Here’s a look at how it works.

Customer Success 102

Customer Success Management Groups eBook 102

Retently

JULY 2, 2018

There’s much more to an NPS® survey than just the quantitative rating customers give to your business. You can keep track of your score and its changes, but it’s the qualitative feedback that gives you the “why” behind it, bringing the voice of the customer to the front. NPS question structure. Rating survey questions.

NPS 109

NPS Survey Net Promoter Score Feedback 109

Amity

SEPTEMBER 25, 2017

Amity sat down with Maranda Dziekonski , HelloSign's VP of Customer Operations, to chat about all things Customer Success: data, churn, team management, and much more. I’m the Vice President of Customer Operations at HelloSign. What does the culture of Customer Success look like at HelloSign?

Customer Success 0

Customer Success B2C NPS e-support 0

Kayako

APRIL 27, 2017

Customer surveys that measure advocacy, satisfaction, and effort don’t give us the insights we need. Even though the Net Promoter Score (NPS) was designed to measure customer loyalty, it’s limited by capturing overall trends in customer loyalty not why that trend is happening. For NPS this is different.).

Measurement 181

Measurement Loyalty Net Promoter Score Effort Score 181

AskNicely

AUGUST 17, 2018

Emotional bonds create lasting relationships for growth and customer retention. Obsession expressed through actioning customer feedback. It used to be that companies set up focus groups to try to capture the voice of the customer (VoC). Enter the Net Promoter Score (NPS) survey. Need more information on NPS?

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

Experience Investigators by 360Connext

AUGUST 17, 2021

HR, Learning and Development, or Talent Management , who can both ensure the employee experience is representative of the customer experience and facilitate employee engagement strategies; And in some cases, it’s important to include Internal Communications to share and socialize what the team is doing throughout the organization.

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

Bob Hayes

MAY 7, 2018

The Net Promoter Score (NPS), a metric used to gauge the health of the customer relationship, has been used by companies for years. By applying data science principles to understanding the research behind the NPS, however, we see that the NPS claims have three serious problems. NPS Background. NPS Methodology.

NPS 89

NPS Net Promoter Score Data Loyalty 89

SurveySensum

FEBRUARY 16, 2023

There has been a lot of discussion around the NPS surveys, but one question, however, remains unanswered – Should you color code the NPS scale? And with many expert people sharing their thoughts, we collated everything here to give you a comprehensive picture of the controvertible topic of color coding the NPS Scale.

NPS 97

NPS Net Promoter Score Effort Score Survey 97

Retently

DECEMBER 21, 2022

Should you ask your key contact to complete your NPS survey, or should you send it to every user that engages with your product? However, we think there’s a case to be made for both options, plus the third option: sending your NPS survey to end user and your key contact. When should you send NPS surveys to key contacts and end users?

Net Promoter Score 146

Net Promoter Score B2B Survey Company 146

Retently

MAY 21, 2024

For example, can you trust Net Promoter Score data if the customer who left it happens to be a friend or acquaintance? Can you trust your Net Promoter Score as a whole if you keep in close contact with a large number of your customers and clients? Why does NPS matter to businesses? NPS is not just about a number.

Net Promoter Score 139

Net Promoter Score NPS Culture Survey 139

CloudCherry

OCTOBER 4, 2018

By pairing experiences with customer data, you’re able to drill into even more specific customer cohorts by segmenting by your CRM data and performing deeper root cause analysis. Knowing the characteristic of specific groups (or cohorts) of customers can help identify the reasons why they might be acting a certain way.

CEM 249

CEM CRM NPS Analysis 249

Bob Hayes

MAY 7, 2018

The Net Promoter Score (NPS), a metric used to gauge the health of the customer relationship, has been used by companies for years. By applying data science principles to understanding the research behind the NPS, however, we see that the NPS claims have three serious problems. NPS Background. NPS Methodology.

NPS 86

NPS Net Promoter Score Data Loyalty 86

ChurnZero

DECEMBER 15, 2020

Criteria Corp’s Customer Success Team (and a few furry friends). Across their suite of aptitude, personality, and skills tests, the group helps organizations make better talent decisions. Criteria Corp’s Customer Success Team is primarily based in Los Angeles, but includes team members across the US (Chicago, Denver.).

Customer Success 98

Customer Success Customers Metrics B2B 98

CloudCherry

OCTOBER 4, 2018

By pairing experiences with customer data, you’re able to drill into even more specific customer cohorts by segmenting by your CRM data and performing deeper root cause analysis. Knowing the characteristic of specific groups (or cohorts) of customers can help identify the reasons why they might be acting a certain way.

CEM 244

CEM CRM NPS Analysis 244

Experience Investigators by 360Connext

MARCH 8, 2021

You can create a learning path for an entire team or cohort, and that could mean a series of live training sessions, homework and group discussions, and whatever else you can present to educate. What does it mean when NPS drops a point or CSAT improves? This is where customization can be important.

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Customer Journeys 109

Customer Journeys Customer Success Net Promoter Score B2C 109

Retently

JULY 8, 2024

Over the last decade, Net Promoter Score® has gradually become the new standard for measuring customer loyalty and satisfaction, not just for startups but for businesses around the world. Popularly labeled as the “ultimate question”, the NPS® survey has made the long customer satisfaction surveys obsolete (for good!),

System 148

System Net Promoter Score NPS Survey 148

Amity

OCTOBER 23, 2018

There is a long list of metrics for each pillar of Customer Success but for the purposes of this post I’ll focus on the key metrics for Customer Success Management and the metrics commonly used for CS as a whole (I’ll save customer support and customer education metrics for another post).

Metrics 76

Metrics Customer Success Net Promoter Score Effort Score 76

ChurnZero

DECEMBER 15, 2021

When the responsibilities of Customer Success are confined to a single department, your Customer Success efforts become like a drop in the ocean. Customer Success should ripple out from the Customer Success team through other departments. Customer Success Software & Sales.

Software 98

Software Sales Customer Success Marketing 98