GetFeedback

MAY 23, 2019

While there are many different metrics within a VoC program, two very prominent ones are Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS). The Customer Satisfaction Score (CSAT) is typically related to a specific interaction. In essence, VoC gives your customers a voice within your organization. .

NPS 308

NPS Net Promoter Score Effort Score CEM 308

InMoment XI

NOVEMBER 14, 2024

Tracking these conversations with a social listening tool helps improve marketing efforts. Reporting tools allow you to present these insights to stakeholders in a clear manner. Let’s look at some of the best tools in the market to help you enhance your social media management efforts.

Tools 195

Tools Social Media Customer Experience Analysis 195

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

JANUARY 7, 2025

Everyone in your organization has the power to create great experiences, but it takes a strategic effort to make the most use of your time and scale your efforts successfully. And once you have their attention, every step in their journey can deepen their loyalty or cause them to look elsewhere. There are so many places you can focus.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Calabrio

APRIL 11, 2025

trillion in global sales are at risk in 2025 due to one thing: bad customer experiences. Put in the work of developing a comprehensive training strategy to ensure your efforts are targeted, effective, and aligned with broader business objectives. The stakes have never been higher. Recent estimates suggest that a staggering $3.8

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. Consider this a rallying cry!

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Retently

MARCH 17, 2025

Quantitative Data (Metrics & KPIs – The What) First response time Resolution time Number of tickets created & resolved NPS, CSAT, and CES scores Return rates and refund percentages Qualitative Insights (Customer Sentiment & Context – The Why) What are customers actually saying in their feedback?

Report 90

Report How To Effort Score NPS 90

Retently

MARCH 11, 2025

Another valuable sources of insight in this process comes from open-ended responses in customer satisfaction surveys like NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and CES (Customer Effort Score). NPS (Net Promoter Score) : Would you recommend us? Negative CX scores get handled ASAP (vs.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

ProProfs Chat

MARCH 27, 2020

It is as clear as day that good customer effort scores translate to increased customer repurchase and customer retention rates. So What Can Be Termed as a Good Customer Effort Score? Before we jump to what is good or bad, let us first understand what Customer Effort Score is? Ready to dive in?

Effort Score 78

Effort Score Customer Retention NPS Survey 78

Experience Investigators by 360Connext

AUGUST 17, 2021

How Can We Prioritize CX efforts? Explore how that is going, discuss potential challenges, and discuss how the team goal drives the right efforts for the overall goals. All the effort at the team level is what leads to the overall success of the organization. What are Our CX Goals & Objectives? Who Needs to Approve?

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

Retently

OCTOBER 23, 2024

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. Naturally, the higher the score, the more satisfied and loyal customers are. Did customers have to search for too long?

Ecommerce 109

Ecommerce Survey Retail NPS 109

GetFeedback

JUNE 22, 2019

The same holds true for your Net Promoter Score survey. What is Net Promoter Score (NPS)? Net Promoter Score surveys are a type of customer experience survey. And all this effort in providing a consistent experience is more than worth it. For example, instead of asking, “ What was the reason for your score?”

NPS 304

NPS Net Promoter Score Survey Effort Score 304

InMoment XI

AUGUST 19, 2024

By improving customer interactions, businesses can see tangible benefits like increased sales, improved retention, and heightened customer loyalty. Subjective Metrics: CX often relies on subjective metrics like customer satisfaction (CSAT) or Net Promoter Score (NPS). This should give you the net financial impact of your CX efforts.

ROI 195

ROI Customer Experience Net Promoter Score Effort Score 195

Think Customers

APRIL 10, 2025

For B2B companies, the complexity of sales cycles, long-term contracts, and multiple decision-makers makes it imperative to align CX strategy with overall business objectives. reducing churn by 15%, improving customer retention by 10% , increasing customer effort score (CES) by 25% ).

B2B 52

B2B Strategy Customer Journeys Net Promoter Score 52

Lumoa

JUNE 26, 2023

In fact, several companies, ranging from media to finance, are already investing in an omnichannel customer experience to boost their sales and revenue. For example, Target, one of the top US retail chains, improved its pickup sales with an omnichannel campaign. Net Promoter Score – NPS 2. Engage buyers at every step 2.

Omni-Channel 195

Omni-Channel Customer Experience Net Promoter Score Effort Score 195

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). But what happens when your NPS score isn’t quite as rocketing as you’d like? So keep reading if you want to get your NPS score back on track and supercharge your CX efforts.

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

Experience Investigators by 360Connext

MAY 12, 2020

We need to focus on sales, not customer experience. We communicate most effectively when we present logic, emotion, and symbolism. With this in mind, let’s look at how we can present an argument for CX done well. It uses not only a numbered, 1 to 10 scale, but more importantly asks why a score was given.

Customer Journeys 162

Customer Journeys Contact Center How To Effort Score 162

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. We got a ton of great questions about the content I presented. I’ve organized the questions according to the Journey Management framework that I presented on the webinar: Discover the journey, Design the journey, and Deliver the journey.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

Integrity Solutions

MAY 23, 2023

Sales prospecting is vital to the success of any sales organization. Simply learning how to find, approach and engage new customers is at the heart of being able to meet and exceed your sales goals. Why Is Sales Prospecting More Important Than Ever? What is Sales Prospecting?

Sales 91

Sales Connections Social Media Effort Score 91

Experience Investigators by 360Connext

DECEMBER 15, 2023

Employees know when their processes are burdensome or require too much effort. Engaging others in the act of customer journey mapping through a workshop or presentation is a great way to communicate directly about the customer experience. Sugarcoating their reality won’t build trust. Share customer journey maps and insights.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Lumoa

JULY 21, 2022

From new customer onboarding to software installation, tech support, sales, and billing, telecom providers have built a reputation for delivering what’s often perceived as low-quality services and a subpar customer experience. . The telecommunications industry is not known for its high-quality customer service. Customer Loyalty and Retention.

Customer Experience 221

Customer Experience Telecommunications CEM Customer Journeys 221

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. And companies leading in AI-driven CX strategies are more than twice as likely to report positive ROI from their efforts.

Customer Insights 62

Customer Insights Data Analytics How To 62

SuiteCX

JANUARY 13, 2020

They want to find what they want fast –with low effort – right on target for their need – with low drama and then they want the relationship to be prescient and pretty much invisible unless they need something. The majority of customers have similar objectives in dealing with their providers. In general, they want simple. B2C Example.

Customer Journeys 189

Customer Journeys Omni-Channel B2C Multi-Channel 189

Gainsight

APRIL 8, 2020

As a Sales Leader, I am deeply focused on how to maintain & maximize revenue during the currently unfolding & rapidly changing COVID landscape. In these views, I can assess deal attributes such as forecast category, sales stage, renewal date as well as customer health indicators. Gainsight People Maps.

Sales 98

Sales Effort Score Fashion Report 98

BlueOcean

FEBRUARY 25, 2019

The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development, and sales professionals. The awards were presented to honorees during a gala banquet on Friday, February 22 at Caesars Palace in Las Vegas, NV. Congratulations on great work and team effort!”.

Customer Service 136

Customer Service Effort Score Contact Center Insurance 136

Thematic

NOVEMBER 14, 2024

For example, you could use customer sentiment analysis to monitor in real-time for issues that significantly impact sentiment scores. This text analysis software uses LLMs (Large Language Models) to analyze the sentiment in your data and present it in an accessible format.

How To 62

How To Net Promoter Score Analysis Social Media 62

Customer Bliss

JULY 13, 2018

Charlotte leads customer experience within the enterprise sales and retail sales teams, and shares some of the challenges she faced when she first began this work: the board wasn’t completely behind her with support, employees didn’t fully understand what customer experience is about, and the usual operational challenges.

Telecommunications 141

Telecommunications Industry Effort Score Chief Customer Officer 141

InMoment XI

MARCH 27, 2024

Given these stats, it’s no surprise that sales-oriented corporations are taking a backseat to tech innovators, customer experience leaders, and automotive brands with a strong digital presence and great online reputation. 54% of car buyers would pay more for a better buying experience. Improved brand perception.

Automotive 195

Automotive Management Social Media Feedback 195

CX Accelerator

OCTOBER 25, 2018

One of my all-time favorite sessions as a presenter was “The Case Against NPS” alongside Matt Beckwith. The question on the table…does the 15-year-old metric of NPS (Net Promoter Score) still have a place on CX dashboards? NPS still has value. NPS Cons: A rising number of consumers are confused by the question.

Conference 140

Conference Customer Journeys Net Promoter Score NPS 140

InMoment XI

MARCH 6, 2024

Elements of the process range from mapping the customer journey, deploying customer experience management software, and capturing customer feedback to tracking customer experience KPIs , developing service training programs, and launching strategic sales and outreach efforts. Make a customer, not a sale.” It happens by design.”

Customer Experience 195

Customer Experience Social Media Customer Centricity Feedback 195

Beyond Philosophy

AUGUST 16, 2018

Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. Any Customer Experience you deliver should result in more profits, loyalty, customer retention or Net Promoter Score or something of value for the organization. A theory is great.

Net Promoter Score 184

Net Promoter Score Effort Score NPS Consulting 184

CX Accelerator

JANUARY 25, 2019

Here are two proven employee engagement metrics to consider: 1) Employee Engagement Score Using Pulse Surveys We have been using the completely free version of OfficeVibe (pictured below) for a few months now, and it's just fantastic. I can hardly believe the quality and quantity of information we've seen through this effort.

Connections 140

Connections Effort Score How To Self Service 140

Beyond Philosophy

MARCH 19, 2020

Moreover, we need to train Customer Experience professionals to measure how their efforts lead to it. For us, value typically means how much people are going to spend, the amount of market share the company has, the perception of the brand, improvements in the Net Promoter Score® (NPS), or customer satisfaction score, and so on.

Trends 191

Trends Net Promoter Score Effort Score ROI 191

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. Net Promoter Score (NPS) question: This is a popular metric used to measure customer loyalty and satisfaction. Examples of some behavioral questions: How do you go to your workplace?

Analysis 195

Analysis Survey Feedback How To 195

Kayako

MARCH 31, 2016

I work closely with the growth and marketing team, the product team, and the sales team, to make sure that we’re set up to market and sell Kayako to the right people, in the right places, at the right time. That includes training the sales team on a whole host of topics from our customer personas, sales tips, and new product features.

Training 120

Training Tips Sales Video 120

Russel Lolacher

JUNE 15, 2021

Much of that advice is a mix of score keeping; being more human and less of a dick; building relationships that matter; solving customer problems; leading with empathy; etc. These #ESAT (employee satisfaction score) survey requests are so stinkin’ insincere. All good and necessary. CX #plainlanguage pic.twitter.com/TZfP7goiIv.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

Retently

DECEMBER 10, 2024

While it is well-known for its Net Promoter Score capabilities, Retently extends its functionality to include a full suite of CX metrics , such as Customer Satisfaction (CSAT) and Customer Effort Score (CES). Key Features: Conversational Format : Forms are presented one question at a time, improving user engagement.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78