GetFeedback

JANUARY 19, 2020

As my trip progressed, I got email requests for feedback at each step. If I just wanted to give feedback to Expedia or the hotel, I’d probably drop out at this point. . After my trip was over, I received one final request using a Net Promoter (NPS) rating scheme. This is the right time to use NPS. .

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Thematic

MARCH 30, 2025

Customer expectations today are sky-high, and simply collecting feedback isn’t enough. Many companies pride themselves on building a customer feedback loop to find out customers’ pain points, but the real test is what happens next. If you want to know more about closing the customer feedback loop, then read on.

Feedback 62

Feedback Roadmap Effort Score NPS 62

Experience Investigators by 360Connext

JULY 6, 2021

A customer experience charter is a brief document outlining the agreements the CX governing team needs to align with their decisions. The charter is a brief document to align the vision, purpose, responsibilities and roles for achieving customer experience success. The charter, however, is not a magical document.

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

ECXO

AUGUST 19, 2024

The company uses A/B testing extensively to refine hardware and software features, gathering feedback on design prototypes to enhance user interaction and satisfaction. Real-time analytics and customer feedback are integral to Samsung’s approach, allowing the company to identify pain points and make necessary adjustments.

Customer Journeys 369

Customer Journeys Customer Experience Net Promoter Score Effort Score 369

AskNicely

APRIL 17, 2017

In the last post, we took a look at what NPS is and why you need to pay attention. After all, if your executives are not on board, your company can’t really benefit from NPS. The trouble is they probably won’t believe right off the bat, if you just tell them that NPS is awesome. A Quick Note on Improving the Odds of Success.

NPS 150

NPS Case Study Social Media Net Promoter Score 150

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. Close the Loop Quickly Speed matters when addressing customer feedback.

NPS 52

NPS Net Promoter Score Strategy How To 52

InMoment XI

JANUARY 9, 2024

Social media marketing platform Hootsuite leverages InMoment to make the Net Promoter Score (NPS) methodology central to its operation. By utilizing the in-app customer feedback software tool, Hootsuite can prioritize CX improvements that will have the most business impact and has been able to triple its Net Promoter Score.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

Experience Investigators by 360Connext

AUGUST 17, 2021

Great CX meetings start with a solid foundation in the form of a CX Charter — a simple document that answers these six questions: What is Our CX Vision? Customer Feedback and Insights. What’s new: What is customer feedback telling us? Check In: Review customer feedback and discuss any key customer experience metrics. .

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

Lumoa

MARCH 24, 2022

Benchmarking, in the general sense, is the process of documenting a company’s performance during any given period with the goal of comparing it to another period, often in the future. As you may have deduced already, the survey response rate benchmarking process consists of documenting the performance of your CEM system.

Survey 195

Survey CEM Net Promoter Score Effort Score 195

GetFeedback

JULY 19, 2019

And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. These are the leaders who understand that customer feedback is the top driver of successful customer experience strategies.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

InMoment XI

JUNE 14, 2022

Classic CX surveys like NPS , PSAT, CSAT , and Customer Effort Score(CES) monitor customer sentiment—providing critical insight into behavioral and revenue metrics. Net Promoter Score (NPS): Loyalty and More. NPS Surveys ask two questions…. Why is NPS key to Product Led Growth? NPS Example: DocuSign.

Metrics 195

Metrics Net Promoter Score Effort Score NPS 195

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

It’s easy to create goals in customer experience that are either: Based on metrics that the customer feedback team held responsible can’t influence, like NPS Or big ideas that aren’t real goals, like “make every customer delighted every time” Every other team has real goals. Think of customer feedback as collaboration.

Customer Centricity 271

Customer Centricity Customer Journeys Connections Feedback 271

CloudCherry

SEPTEMBER 26, 2018

A closed-loop customer experience management program involves five steps: * Measure – create and execute surveys to receive customer feedback. Respond – close the loop on customer feedback and improve customer experience. Align – deliver insights across the organization, democratizing the data.

Analytics 240

Analytics Customer Experience Customer Journeys Analysis 240

GetFeedback

AUGUST 29, 2018

If you use Net Promoter Score (NPS) to keep tabs on customer happiness, then you know how painful a low score can feel. While NPS is a valuable customer experience metric , it also opens you up to a lot of criticism from detractors, or customers who give you a score of 6 or below. Step 1: Acknowledge their feedback.

Net Promoter Score 223

Net Promoter Score NPS Feedback Survey 223

InMoment XI

OCTOBER 7, 2024

Conversational Insights on Particular Areas of a Document: Speaker-specific insights for targeted agent training and customer understanding 4. Whether explaining sudden changes in performance or a shift in customer feedback, widget comments enable clarity for better decision-making.

Competitive Advantage 243

Competitive Advantage Innovation Comparison Roadmap 243

Retently

SEPTEMBER 12, 2018

At a first glance, relying on the input provided by the sales, marketing, and support teams might seem sufficient; however, we wanted to take the opportunity to use customer feedback to prioritize the product roadmap from a customer’s perspective as well. What is NPS? Sorting through the feedback is tough. Lack of granularity.

Analysis 109

Analysis Feedback NPS Effort Score 109

PeopleMetrics

FEBRUARY 11, 2025

Imagine walking into your office and seeing not just your current NPS score, but AI-predicted trends and suggested specific actions to improve it. Use AI to simulate customer scenarios based on real feedback data. Scale those daily huddles with AI-powered briefing documents that highlight what really needs attention.

Voice of Customer 77

Voice of Customer Communication Effort Score NPS 77

CloudCherry

MARCH 28, 2019

Your journey map is the most critical document your CX team has available to you. Even better, you can see how each conversation resonates through NPS and CSAT feedback. In the past, CX professionals have had to rely on proxy metrics like NPS and CSAT to show their impact on the business. Here’s how this needs to change.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

Totango

NOVEMBER 21, 2019

How to Track Customer Satisfaction with NPS . That’s why the Net Promoter Score (NPS) is a key metric to track. NPS is calculated using a specific formula that draws on data from customer satisfaction surveys. . You can also break customers out into NPS segments to identify trends. Document how long onboarding takes.

Customer Satisfaction 93

Customer Satisfaction NPS Metrics Net Promoter Score 93

SurveyGizmo

NOVEMBER 18, 2020

Let’s take a look at some ideas you can use in your feedback survey to ensure you’re taking full advantage of the feedback you collect. . The Logic and Send Email Actions configuration is what we use to put feedback into motion. When you respond to an NPS survey, there is a send email action on the Thank You page of the survey.

Feedback 92

Feedback NPS Survey Customer Centricity 92

SurveySensum

DECEMBER 2, 2024

You may find it difficult to customize the surveys or feedback tools how you want them. Text Analytics Falls Short: While the platform provides useful tools for processing open-ended feedback, its capabilities in advanced natural language processing and sentiment analysis fall short compared to top competitors.

Feedback 52

Feedback Strategy Multi-Channel Analysis 52

Retently

AUGUST 29, 2018

There’s only one problem: the Net Promoter Score ® and feedback you received wasn’t as good as you expected. One of the biggest strengths of NPS® is that it’s an objective, quantifiable measure of how your customers view your product or service. Luckily, turning around a negative NPS isn’t as challenging as it might seem.

Net Promoter Score 152

Net Promoter Score Tips Customer Service NPS 152

Thematic

APRIL 1, 2025

In this guide, we'll break down how to build a winning strategy—from setting clear objectives to using analytics and AI, mapping journeys, and creating a continuous feedback loop. CRM and Sales Data: Purchase histories link customer value to feedback. Be as specific as possible. Why is this important?

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

Calabrio

APRIL 11, 2025

Reviewing Customer Feedback: Use customer interaction data to determine your audiences most common concerns and biggest needs. This nesting phase can include supervisors, evaluators, or dedicated coaches providing immediate feedback, guidance, and support to reinforce learning and help build confidence. Ask: What are customers saying?

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

Lumoa

JANUARY 7, 2021

Gathering feedback as frequently as possible is very important, as 52% of customers believe companies should be taking action on their feedback. Focused feedback at each touchpoint provides more actionable data. Gaining feedback is all about learning from your customers’ experiences and making plans to improve.

Customer Journeys 195

Customer Journeys Touchpoint Measurement Survey 195

Retently

JULY 8, 2024

Popularly labeled as the “ultimate question”, the NPS® survey has made the long customer satisfaction surveys obsolete (for good!), From not providing actionable metrics to having high statistical variance, NPS has been criticized for painting an inaccurate picture of customer satisfaction.

System 148

System Net Promoter Score NPS Survey 148

InMoment XI

AUGUST 19, 2024

Subjective Metrics: CX often relies on subjective metrics like customer satisfaction (CSAT) or Net Promoter Score (NPS). Net Promoter Score (NPS): A measure of customer loyalty based on their likelihood to recommend your brand. Fragmented Feedback Sources: Lack of a uniform view of feedback data from different channels.

ROI 195

ROI Customer Experience Net Promoter Score Effort Score 195

Thematic

MARCH 29, 2020

How insights and analytics professionals can turn overwhelming volumes of customer feedback into a continuous product feedback loop. Whether your product is a vacuum cleaner, a mobile app, or a SaaS solution, product feedback should drive decision-making. I spent the last 5 years building Thematic , a customer feedback solution.

Feedback 111

Feedback How To Analysis e-support 111

ShepHyken

NOVEMBER 20, 2020

The vision document is critical to set the direction for your team, so you need to make it clear. Also, make it available at all times through your company’s document sharing service. Include an explanation of each touchpoint in a separate document. Consider these meetings to keep the feedback flowing: Weekly group meetings.

Ecommerce 151

Ecommerce Training Customer Service Net Promoter Score 151

Experience Investigators by 360Connext

JANUARY 26, 2021

Document what you hear but mostly just keep a very open mind and heart. This is a great exercise for contact center leaders, serving as a way to get feedback from a random sample of customers who contacted them for support. These customers can become advocates and share feedback in meaningful ways… but they have to be asked.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

Lumoa

SEPTEMBER 11, 2023

The steps needed to achieve those goals should also be documented when preparing a strategy. Criteria like your company’s Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) will give you a fair idea of what customers’ opinions are like. Connect with your existing customer base through surveys and feedback forms.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Lumoa

SEPTEMBER 11, 2023

The steps needed to achieve those goals should also be documented when preparing a strategy. Criteria like your company’s Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) will give you a fair idea of what customers’ opinions are like. Connect with your existing customer base through surveys and feedback forms.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

CloudCherry

SEPTEMBER 26, 2018

A closed-loop customer experience management program involves five steps: * Measure – create and execute surveys to receive customer feedback. Respond – close the loop on customer feedback and improve customer experience. Align – deliver insights across the organization, democratizing the data.

Analytics 221

Analytics Customer Experience Customer Journeys Analysis 221

Velaro

MARCH 28, 2016

documenting the details of an interaction in a CRM). Stagnant CSAT/NPS (stagnant metrics in general) –. This saves time both on the wrap-up/documentation end of your current interaction and on the research/information-gathering phase of future interactions. NPS, CSAT). Unprofessional Communication –.

Poor Customer Service 124

Poor Customer Service Customer Service NPS CRM 124

Wootric CX Blog

JULY 15, 2020

At PandaDoc , we’ve become increasingly customer-obsessed since the introduction of our NPS program two years ago, but we feel as if we still have meaningful room for improvement. We’ve found there isn’t much written about NPS, specifically for B2B companies, so in order to level up, we’ve gone straight to the experts. Let’s get to it!

NPS 69

NPS B2B Net Promoter Score Effort Score 69

Retently

AUGUST 22, 2018

But before we dive deep into the NPS® competitive analysis, let’s first understand why airlines, as an industry, trails other verticals in delivering customer satisfaction. Satmetrix NICE 2018 NPS Benchmark by Industry. Competitive NPS Analysis in the Industry. Why do Airlines Have Low Customer Satisfaction Ratings.

Airlines 73

Airlines Customer Satisfaction NPS Net Promoter Score 73

Experience Investigators by 360Connext

OCTOBER 13, 2020

Gathering customer feedback and objectively reviewing cold, hard facts in the form of metrics can be a job in itself. What does it mean when your NPS drops during a six-month period? When customer journey maps are treated as artifacts instead of tools, they become a historical document. Watching numbers can be addictive.

Customer Journeys 143

Customer Journeys Customer Experience Net Promoter Score How To 143