Experience Investigators by 360Connext

JANUARY 7, 2025

An intentional, proactive customer experience (CX) has unmatched power for attracting new customers and earning their lifelong loyalty. And once you have their attention, every step in their journey can deepen their loyalty or cause them to look elsewhere. But this is easy to say and harder to do.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Lumoa

APRIL 24, 2018

I’d love to specify from the very beginning, we focus on the Net Promoter System , not only on the Net Promoter Score ( that actually changes a lot ). Then we divided the answers according to the categorisation of NPS - into promoters, passives and detractors. blog linkedin twitter Why?

System 317

System Effort Score NPS Net Promoter Score 317

GetFeedback

FEBRUARY 7, 2020

When you fail, customer loyalty decreases; when you succeed, customer loyalty grows. Below, we’ll take a look at the three most common key performance indicators (KPIs) used to measure different aspects of the customer experience: Customer Satisfaction, Net Promoter Score and Customer Effort Score.

NPS 199

NPS Net Promoter Score Effort Score Survey 199

Experience Investigators by 360Connext

DECEMBER 15, 2023

But explaining how you measure Net Promoter Score (NPS) and how that can help predict how happy and loyal customers will be is helpful. This is a great exercise to encourage employees to see exactly how their role delivers for the customer. One of my favorite CX exercises is where I ask people to use a magic wand.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Experience Investigators by 360Connext

JANUARY 12, 2021

Your Voice of the Customer goals might be tied to what metrics your organization already uses, like Net Promoter Score (NPS), or it might be defining which metrics will be used. With six exercises to guide you before, during, & after the journey mapping process -- plus a journey map template.

Customer Journeys 241

Customer Journeys Net Promoter Score Metrics Effort Score 241

Pretium Solutions

MARCH 11, 2012

There are actually a lot of similarities between tournament championships, whether it’s basketball or any number of other sports, and providing excellent customer service , engineering an excellent customer experience and raising Net Promoter Scores. Start with these: Develop a Game Plan and Execute. Play to Win.

Net Promoter Score 45

Net Promoter Score Effort Score Sports Touchpoint 45

CloudCherry

JULY 23, 2019

They take action on what they learn from journey mapping exercises, and they operationalize those learnings throughout the business. Watch your Net Promoter Score trends. And that will enhance customer trust, loyalty, and happiness. Those companies even call CJM their superpower. You can follow their lead.

Customer Journeys 236

Customer Journeys Net Promoter Score Effort Score Exercises 236

InMoment XI

AUGUST 9, 2024

From increased loyalty and customer lifetime value to decreased churn, the customer experience is key to achieving your goals. This exercise will highlight potential pain points and opportunities to enhance the customer experience. Focusing on the customer experience will significantly improve your business performance.

Customer Experience 221

Customer Experience Customer Journeys Effort Score Net Promoter Score 221

Pretium Solutions

MARCH 11, 2012

There are actually a lot of similarities between tournament championships, whether it’s basketball or any number of other sports, and providing excellent customer service , engineering an excellent customer experience and raising Net Promoter Scores. Start with these: Develop a Game Plan and Execute. Play to Win.

Net Promoter Score 40

Net Promoter Score Effort Score Sports Touchpoint 40

Pretium Solutions

MARCH 11, 2012

There are actually a lot of similarities between tournament championships, whether it’s basketball or any number of other sports, and providing excellent customer service , engineering an excellent customer experience and raising Net Promoter Scores. Start with these: Develop a Game Plan and Execute. Play to Win.

Net Promoter Score 40

Net Promoter Score Effort Score Sports Touchpoint 40

InteractionMetrics

NOVEMBER 21, 2024

A simple yet powerful exercise is to reflect deeply on a recent customer interaction: What was their experience from their perspective? Repeat this exercise for at least 10 different customers. Prioritize the Right Metrics Avoid over-relying on generic scores like Net Promoter Score (NPS).

Customer Service 52

Customer Service Strategy How To Net Promoter Score 52

Pretium Solutions

FEBRUARY 28, 2012

Recently, I came across an interview of Rob Markey, co-author of the Ultimate Question 2.0 , about the current state of the Net Promoter Score movement. A focus on Promoters only strategy, however, does not work in all situations where Net Promoter Score is measured.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Wireless 40

Pretium Solutions

FEBRUARY 28, 2012

Recently, I came across an interview of Rob Markey, co-author of the Ultimate Question 2.0 , about the current state of the Net Promoter Score movement. A focus on Promoters only strategy, however, does not work in all situations where Net Promoter Score is measured.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Wireless 40

Pretium Solutions

FEBRUARY 28, 2012

Recently, I came across an interview of Rob Markey, co-author of the Ultimate Question 2.0 , about the current state of the Net Promoter Score movement. A focus on Promoters only strategy, however, does not work in all situations where Net Promoter Score is measured.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Wireless 40

Experience Investigators by 360Connext

FEBRUARY 23, 2021

But explaining how you measure Net Promoter Score (NPS) and how that can help predict how happy and loyal customers will be is helpful. This is a great exercise to encourage employees to see exactly how their role delivers for the customer. One of my favorite CX exercises is where I ask people to use a magic wand.

Communication 178

Communication Tips Customer Journeys Customer Experience 178

Experience Investigators by 360Connext

OCTOBER 17, 2023

You can understand that you need to eat healthier and exercise more to live a healthy life. Reporting on a Net Promoter Score (NPS) month after month that doesn’t vary too dramatically can create a sense of complacency. This will lead to keeping more customers and maintaining more loyalty with at-risk customers.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Kayako

APRIL 25, 2017

In 2010, the CEB surveyed thousands of customers and service leaders to determine the best way to predict customer loyalty. They coined the term Customer Effort Score and battle-tested the survey we now use when measuring customer effort transactionally. Sending out surveys is a futile exercise if you don’t take action on the results.

Effort Score 158

Effort Score How To Net Promoter Score Survey 158

Grade.us

JUNE 4, 2019

CX (customer experience) has always mattered and the net promoter score (NPS) allows us to evaluate that experience. Enter the Net Promoter Score (NPS). How do you use Net Promoter Score? But its real value is helping you measure customer loyalty and happiness.

Net Promoter Score 38

Net Promoter Score Customer Experience NPS Effort Score 38

NobelBiz

JANUARY 28, 2025

Customer Satisfaction (CSAT) Scores : These reflect how satisfied customers are with their experience. Collected through post-call surveys, CSAT scores provide direct customer feedback. Net Promoter Score (NPS) : Measures how likely customers are to recommend your services to others.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

CX Accelerator

OCTOBER 25, 2018

The question on the table…does the 15-year-old metric of NPS (Net Promoter Score) still have a place on CX dashboards? The jury was the audience, exercising the freedom to move about the room to either the “con-NPS” or the “pro-NPS” side depending on how arguments persuaded them.

Conference 140

Conference Customer Journeys Net Promoter Score NPS 140

CloudCherry

DECEMBER 1, 2018

For example, if you have multiple branches, CrossTabs can report the NPS (Net Promoter Score) of all branches in one go, as well as break it down by location so you can spot outliers. Further, it will let you know which age group, gives what score, at which branch location. But we can help with that. Will it pay off?

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

CloudCherry

OCTOBER 19, 2018

For example, if you have multiple branches, CrossTabs can report the NPS (Net Promoter Score) of all branches in one go, as well as break it down by location so you can spot outliers. Further, it will let you know which age group, gives what score, at which branch location. But we can help with that. Will it pay off?

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

ProProfs Chat

MAY 31, 2019

Loyalty goes a long way in defining and building relationships between people. How to Cultivate Customer Loyalty. How to Cultivate Customer Loyalty. The primary purpose of a customer loyalty program is to leverage the current customers into promoting the brand and retaining new customers. Reward Customer Loyalty.

Loyalty Programs 66

Loyalty Programs Loyalty Net Promoter Score How To 66

Beyond Philosophy

DECEMBER 11, 2020

For example, many organizations choose some form of “that they can trust us,” and that customers feel “cared for” after the experience when we do this exercise with them. Emotions create different responses in people, which, in turn, inspires other customer behavior. Ideally, these emotions drive value.

Measurement 174

Measurement Customer Journeys Management Net Promoter Score 174

Lumoa

FEBRUARY 14, 2024

From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy. Fine-tuning your CX elements is a constant exercise. A thank you note or a freebie sent along with a shipped order is a great way to show gratitude.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

delighted

OCTOBER 5, 2021

Outstanding customer service interactions are capable of producing fierce brand loyalty in a short period of time. Net Promoter Score (NPS). Net Promoter Score (NPS) is one of the most popular customer satisfaction metrics around.

Metrics 91

Metrics Net Promoter Score Customer Service Effort Score 91

Experience Investigators by 360Connext

JUNE 28, 2022

I know plenty of people who go through these exercises from a personal and professional standpoint. Regardless of the ups and downs and unique challenges of these last few years, a periodic review is a good exercise for customer experience leaders. Did a higher Net Promoter Score (NPS) lead to an increase in retention ?

Customer Experience 143

Customer Experience Net Promoter Score Effort Score Exercises 143

Experience Investigators by 360Connext

MAY 12, 2020

This is a great logical exercise to include in any presentation around a new CX initiative — just vary it to fit your needs. There are only two ways to increase net profit: 1) Make more money, 2) Reduce expenses. It means higher retention rates and customer loyalty. What will that mean longer-term?

Customer Journeys 162

Customer Journeys Contact Center How To Effort Score 162

Beyond Philosophy

JANUARY 19, 2019

You can have an increase in your NPS (Net Promoter Score, which indicates your customers will recommend you to family and friends). You could also see improved Customer Satisfaction ratings, which are great for building a foundation for loyalty. However, exercise caution wielding this powerful new tool.

Net Promoter Score 84

Net Promoter Score Marketing ROI Return on Investment 84

Middlesex Consulting

FEBRUARY 21, 2016

What does this have to do with loyalty you ask? According to Satmetrix – “Net Promoter Score (NPS®) is the most popular and proven metric for measuring and acting on customer loyalty data.” As in many cases with sales, value, customer experience, and loyalty, it’s all about the outcomes!

Loyalty 60

Loyalty Measurement Net Promoter Score NPS 60

Beyond Philosophy

JANUARY 19, 2019

You can have an increase in your NPS (Net Promoter Score, which indicates your customers will recommend you to family and friends). You could also see improved Customer Satisfaction ratings, which are great for building a foundation for loyalty. However, exercise caution wielding this powerful new tool.

Net Promoter Score 79

Net Promoter Score Marketing ROI Return on Investment 79

Solvvy

JULY 8, 2022

Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) are two of the most common tools businesses use to track how happy customers are. They measure how successfully companies deliver the delightful experiences that build loyalty. What is Net Promoter Score (NPS)?

NPS 106

NPS Metrics Customer Success Net Promoter Score 106

CSM Magazine

JANUARY 2, 2025

It transforms standard interactions into human connections, fostering trust and loyalty. Meeting them with empathy can diffuse tension and turn disappointment into loyalty. Heres how to design a training program that works: Use Real-Life Scenarios : Create role-playing exercises based on actual customer interactions.

Effort Score 52

Effort Score Case Study Culture Healthcare 52

CSM Magazine

JANUARY 2, 2025

It transforms standard interactions into human connections, fostering trust and loyalty. Meeting them with empathy can diffuse tension and turn disappointment into loyalty. Heres how to design a training program that works: Use Real-Life Scenarios : Create role-playing exercises based on actual customer interactions.

Effort Score 52

Effort Score Case Study Culture Healthcare 52

Beyond Philosophy

SEPTEMBER 6, 2019

The result of the exercise was that Maersk wanted three things: They want their customers to trust them. The result was they improved their Net Promoter Score ® by 40 points over a 30-month period that led to 10 percent increase in shipping volumes. . They want customers to feel “cared for.”.

Net Promoter Score 132

Net Promoter Score Effort Score Consulting Customer Journeys 132

Retently

MAY 10, 2018

Just like it’s difficult to drive to a new destination without a definite plan for how to get there, trying to build, launch and market a new product without a clear product roadmap guiding the development process is an exercise in vain. Net Promoter Score® can play a crucial role in your product roadmap improvement.

Roadmap 61

Roadmap Net Promoter Score NPS Feedback 61

ChurnZero

JUNE 21, 2022

This way, they can aid Customer Success teams in their initiatives to achieve customer satisfaction and build loyalty. . When it comes to Customer Success, nearly every organization should be monitoring metrics like customer satisfaction score (CSAT) and Net Promoter Score (NPS).

Customer Success 94

Customer Success Net Promoter Score Return on Investment Metrics 94