InMoment XI

OCTOBER 30, 2024

Make Documents Mobile-Friendly Customers expect smooth access to important information on their smartphones. Mobile-friendly documents enable this convenience by offering accessible and readable content on customers’ devices. This helps them make decisions or seek support on the go.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

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. Dig Deeper into Your Scores Your NPS is an outcome, not an isolated metric.

NPS 52

NPS Net Promoter Score Strategy How To 52

ECXO

MARCH 6, 2025

B2B companies should move beyond relying solely on Net Promoter Score (NPS) and adopt a balanced set of metrics that capture different dimensions of customer experience and link to business outcomes. Metrics and Measurement for CX Success Using the right metrics is crucial in a CX transformation.

B2B 339

B2B Customer Journeys How To Effort Score 339

ECXO

AUGUST 19, 2024

Metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) are commonly used. Document and Share Learnings : Share outcomes and insights across the organization to foster continuous improvement. Clear objectives guide the experimentation process and ensure focus on desired outcomes.

Customer Journeys 369

Customer Journeys Customer Experience Net Promoter Score Effort Score 369

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

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

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

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. If they were successful, NPS increased.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

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? If that process is not documented, creating a specific process around it should be a top priority. So how do you run better CX meetings? Start with a CX Charter.

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

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. Net Promoter Score (NPS). This number (a percentage) is what you track as your overall NPS. Customer Satisfaction Score (CSAT)

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

GetFeedback

OCTOBER 14, 2019

Outdated documentation. Unfortunately, though, the challenges associated with searching for or through documentation actually account for 21.3% The fact is that: keeping documentation up to date is tricky. Learn how to use customer loyalty metrics (NPS, CES, and CSAT) to improve customer experience and increase retention rates.

Customer Experience 220

Customer Experience How To Knowledge Base Metrics 220

GetFeedback

MAY 13, 2019

Net Promoter Score (NPS). Examples of feedback of this type are NPS or CSAT surveys, company questionnaires, or customer meetings set up by Product Management to discuss a potential feature. At a minimum, every company should measure and trend key customer experience metrics such as NPS, CES, and CSAT. Ticket feedback.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

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. Scale those daily huddles with AI-powered briefing documents that highlight what really needs attention. Let AI help you share results strategically.

Voice of Customer 77

Voice of Customer Communication Effort Score NPS 77

InMoment XI

OCTOBER 7, 2024

Conversational Insights on Particular Areas of a Document: Speaker-specific insights for targeted agent training and customer understanding 4. Use Case: “As a CX Manager, I want to quickly explain things to my ELT viewer, such as why there is a dip in this line graph or why the NPS changed from last month to this month.”

Competitive Advantage 243

Competitive Advantage Innovation Comparison Roadmap 243

Retently

AUGUST 29, 2018

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. Is your NPS not quite as good as it could be? Use NPS to improve your product.

Net Promoter Score 152

Net Promoter Score Tips Customer Service NPS 152

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. This is where a protocol sheet comes in handy.

Net Promoter Score 223

Net Promoter Score NPS Feedback Survey 223

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. I’ve seen plenty of goals that are really just wishes.

Customer Centricity 271

Customer Centricity Customer Journeys Connections Feedback 271

InMoment XI

JANUARY 9, 2024

Social media marketing platform Hootsuite leverages InMoment to make the Net Promoter Score (NPS) methodology central to its operation. The chatbots automatically help users find responses to their questions and discover helpful content like help center articles, blogs, and resource pages.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

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

Thematic

MARCH 30, 2025

It improves your NPS and survey engagement. Fast follow-up matters: companies that respond within 48 hours see a 6-point lift in Net Promoter Score ​ (NPS). The Link Between NPS Survey and Customer Churn At Thematic, we’ve looked at churn data across all NPS scores and found that churn is present across all responses.

Feedback 62

Feedback Roadmap Effort Score NPS 62

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

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. Try using NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score).

Ecommerce 148

Ecommerce Training Customer Service Net Promoter Score 148

Calabrio

JULY 28, 2020

Witnessed a corresponding, positive trend in Net Promoter Score (NPS). Her key skills are training, creating documentation, customer focus, communication, teamwork, ability to get results and building relationships. . • Reduced queue backlogs by 41 percent. Reduced latency by 29 percent. Decreased ticket volumes by 7.5

Net Promoter Score 200

Net Promoter Score Contact Center CRM Resources 200

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. Each customer experience strategy requires clearly defined goals.

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. Each customer experience strategy requires clearly defined goals.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

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

Lumoa

JANUARY 7, 2021

Onboarding – is there good availability of training resources and documentation? Best survey: CSAT or NPS. Customer satisfaction surveys can be adapted to different specific use cases, while NPS can help understand the customers’ overall perception of your business at any point. How do they feel about your company?

Customer Journeys 195

Customer Journeys Touchpoint Measurement Survey 195

Education Services Group

APRIL 27, 2022

Do your CS Ops team use a UAT approach to enable your CSMs with SOPs to view ARR, GRR, MRR, ACV, TCV, ARPU, CAC, CES, CSAT, CGR, CLV, DAU, TTFV, MAU, TTO, TTV, FCR, NPS, NRR, and PES within their customer’s CSPs in your CSP to effectively deliver EBRs and meet OKRs that lead to an enhanced ICP? Ridiculous, right?

Metrics 98

Metrics Effort Score NPS Net Promoter Score 98

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. Cost of Support: The expenses associated with providing customer support.

ROI 195

ROI Customer Experience Net Promoter Score Effort Score 195

Thematic

APRIL 1, 2025

For example, your objective might be “to improve our NPS (Net Promoter Score) by 10 points in the next year by addressing top customer pain points.” Chances are, you already have a goldmine of information from various sources: Customer Surveys: NPS, CSAT, or post-purchase surveys give direct customer input.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

TechSee

JUNE 11, 2019

Conversely, when trying to improve NPS, agents would often spend additional time building relationships with their customers, driving up call durations. The results focus on five core KPIs: truck rolls, FCR, NPS, AHT and product returns. NPS enhanced by 45%. KPI #3: Net Promoter Score (NPS). Truck rolls reduced by 19%.

Self Service 117

Self Service Technology Customer Service Contact Center 117

Experience Investigators by 360Connext

OCTOBER 13, 2020

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. But therein lies the beauty of a living, breathing document: You don’t have to get it perfect the first time. Be skeptical of such claims.”

Customer Journeys 143

Customer Journeys Customer Experience Net Promoter Score How To 143

Experience Investigators by 360Connext

JANUARY 26, 2021

Document what you hear but mostly just keep a very open mind and heart. It can be addicting to follow ratings like NPS go up and down. Start by referring to Net Promoter Scores or other metrics to select customers you know have opinions to share. Keep a log to identify themes. Get to know this customer and what motivates them.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

Kayako

JULY 6, 2017

Aside from keeping up with new technologies – which make you revise documentation and saved replies – you’re trying innovate and future-proof your support strategy, and grow your career. Working in support means constantly upping your game. That’s one hell of a juggling act for a support professional! So we’re here to help.

Self Service 93

Self Service Handbook Customer Service Culture 93

SuiteCX

JANUARY 16, 2019

With a veritable wealth of verbatim, Moments of Truth, customer feedback, and a trove of response and sales/marketing data and in many cases a very positive NPS alas, those departments still have no true understanding of WHY this is all happening and the levers and triggers that created those data points. Then overlay your VoC/VoE and NPS.

Net Promoter Score 100

Net Promoter Score NPS Customer Journeys Social Media 100

Blake Morgan

OCTOBER 31, 2022

Instead of relying on NPS, brands should consider the most valuable metrics. Most surveys are tied to Fred Reichheld’s Net Promoter Score, or NPS, which measures how likely a customer is to recommend the brand to friends and family. If Not NPS Surveys, Then What? That’s not to say that all NPS surveys are bad or losing value.

Customer Centricity 105

Customer Centricity Survey Net Promoter Score Effort Score 105

SurveyGizmo

NOVEMBER 18, 2020

When you respond to an NPS survey, there is a send email action on the Thank You page of the survey. This action triggers an email to be sent to specific groups of people based on the NPS score. In the example below, an email is sent to a specific group of people when the NPS is a 7 or higher. . Did you know?

Feedback 92

Feedback NPS Survey Customer Centricity 92