Thematic

OCTOBER 30, 2024

Tracking and examining customer conversations over multiple channels takes time and effort – which is why many top-tier brands and leading organizations are turning to AI-driven voice of customer (VoC) tools to extract insights from customer feedback at scale.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Thematic

FEBRUARY 24, 2025

Their lean research team uses AI-powered analytics to process thousands of net promoter score (NPS) survey responses, identifying real-time pain points. They redesigned their Merchant Menu Manager after detecting a drop in NPS scores due to frustrations with its usability. One example?

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Thematic

MARCH 30, 2025

For customer experience teams, KPIs like customer satisfaction score (CSAT) , net promoter score (NPS) , and customer effort score (CES) help quantify how well you’re meeting customer needs. They help teams track impact over time and avoid decisions based on gut feel. The result?

Customer Insights 62

Customer Insights Data Analytics How To 62

Thematic

MARCH 26, 2025

Here are few of the places where you can get customer feedback from: Surveys – NPS , CSAT, and CES surveys provide structured, scalable insights across your customer base. Reduce manual effort – Teams spend less time sorting feedback and more time acting on it. after purchase, after customer service resolution).

Feedback 62

Feedback Social Media Analysis Survey 62

ShepHyken

NOVEMBER 21, 2016

The NPS Handbook to Analyze the Drivers of Loyalty by CustomerGauge. CustomerGauge) A unique attribute of Net Promoter is the simplicity; everyone understands the concept and how to calculate the score. My Comment: CustomerGuage has released an “eBook” about the power of NPS (Net Promoter Score).

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

Gainsight

JUNE 17, 2022

Without the right data and cross-functional agreement on key performance indicators (KPIs), you risk spending your resources in the wrong place and missing the opportunity to capture and quantify your product-led efforts. Moreover, product-led growth focuses all your efforts on improving your users’ experiences.

Measurement 52

Measurement Effort Score Net Promoter Score Handbook 52

Gainsight

MARCH 9, 2020

As the authors of The Customer Success Professional’s Handbook , Ashvin and Ruben are two of the world’s foremost experts on the emerging customer success movement, its role in modern business, and best practices in both strategy and tactics. What are the most important processes to have in place? Retention Rates, Expansion, etc.)

Handbook 52

Handbook Chief Customer Officer NPS Metrics 52