Thematic

FEBRUARY 9, 2025

We'll talk about use cases here so you can better understand how you can take advantage of sentiment analysis, especially for your NPS. Take note that while NPS ( Net Promoter Score ) measures how likely customers are to recommend a brand, sentiment analysis helps explain why. Isn’t NPS enough?

NPS 62

NPS Analysis Sports Net Promoter Score 62

Beyond Philosophy

SEPTEMBER 26, 2018

Measuring customer emotions for your Customer Experience is a vital activity for your organization. After all, if you can’t measure it, you can’t manage it, as the saying goes. We discussed how to measure customer emotions on our recent podcast. How Do We Measure a Feeling? The remaining number is your NPS.

Measurement 129

Measurement Net Promoter Score How To NPS 129

Calabrio

APRIL 11, 2025

Define Clear, Measurable Program Goals Consider: what does success look like for your contact centers training program? Set SMART (Specific, Measurable, Achievable, Relevant, Time-bound) goals. This commitment to measurement and iteration is a hallmark of contact center training best practices.

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

Experience Investigators by 360Connext

DECEMBER 15, 2023

NPS should be going up” doesn’t mean much. But explaining how you measure Net Promoter Score (NPS) and how that can help predict how happy and loyal customers will be is helpful. Don’t forget to highlight the human side of what those metrics measure. Dive into dashboard details. Interview a customer or two!

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Horizon CX

SEPTEMBER 1, 2023

Is Customer Experience No More than a Checklist Exercise Based on Assumptions? For Some, Customer Experience IS no more than a checklist exercise based on assumptions! And it also can’t be based on assumptions such as higher CSAT scores (or NPS scores) lead to higher revenues and profitability.

Exercises 246

Exercises Customer Centricity NPS Culture 246

CloudCherry

MARCH 19, 2019

This requires a massive sea change in the metrics and strategy the profession is currently using to measure their success. NPS can’t be your North Star. Traditional CX metrics like customer satisfaction, customer effort and NPS are not directly tied to making money moves. CX can be tied to the financial goals of your business.

Financial 218

Financial Metrics Customer Journeys NPS 218

CloudCherry

SEPTEMBER 26, 2018

A closed-loop customer experience management program involves five steps: * Measure – create and execute surveys to receive customer feedback. Using the data from the Measure stage, organizations can align around potential action items that are surfaced from the analytics engine. Detection of Sentiment. Detection of Path.

Analytics 240

Analytics Customer Experience Customer Journeys Analysis 240

ijgolding

MAY 9, 2017

A measurement of the quality of an organisation’s policies, products, programmes, strategies, etc., and their comparison with standard measurements, or similar measurements of its peers. Only last week, I was asked by a company if I had access to NPS (Net Promoter Score) benchmarking scores.

Net Promoter Score 152

Net Promoter Score Effort Score Customer Experience NPS 152

CloudCherry

MARCH 28, 2019

Most journey mapping exercises start out great with gathering everyone in a room, brainstorming touchpoints and designing a visual journey of how customers move through their interactions with your company. Even better, you can see how each conversation resonates through NPS and CSAT feedback. If they were successful, NPS increased.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

Experience Investigators by 360Connext

JANUARY 12, 2021

While customer experience can often feel ethereal and difficult to measure, a Voice of the Customer Program can make it feel more tangible. If we measure customer sentiment, we can assign numbers and metrics to it. Those numbers can be reported, discussed, and acted upon. Why Do Voice of the Customer Programs Fail? Define your goals.

Customer Journeys 241

Customer Journeys Net Promoter Score Metrics Effort Score 241

Retently

JANUARY 19, 2023

Before attempting to measure it, let’s first try to define what product-market fit is. How to measure Product-Market Fit There are many metrics you should consider as, in many cases, you will be measuring satisfaction and engagement levels. It requires thorough research, analysis, planning, and time. What is Product-Market Fit

Measurement 157

Measurement Survey Marketing Effort Score 157

Solvvy

JULY 8, 2022

You may have heard, “You can’t manage what you can’t measure.” However, not everything is easy to measure. Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) are two of the most common tools businesses use to track how happy customers are. The differences between CSAT vs. NPS.

NPS 106

NPS Metrics Customer Success Net Promoter Score 106

delighted

FEBRUARY 26, 2024

Even if you’re just starting your customer experience (CX) management program, you’ve probably heard of Net Promoter Score (NPS): it’s one of the most popular customer experience metrics to measure customer loyalty and satisfaction. What is NPS? That’s all you need!

NPS 99

NPS Examples Tips Net Promoter Score 99

InMoment XI

AUGUST 9, 2024

Customer experience programs refer to an organization’s ongoing efforts to listen to and collect customer feedback , measure customer perceptions of their experiences, and ultimately improve those experiences to encourage positive brand perception and business growth. For example. For example.

Customer Experience 221

Customer Experience Customer Journeys Effort Score Net Promoter Score 221

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. How to Measure Customer Service Quality Through Workshops Use customer service surveys before and after workshops to gauge their impact.

Customer Service 52

Customer Service Strategy How To Net Promoter Score 52

Experience Investigators by 360Connext

OCTOBER 17, 2023

You can understand that you need to eat healthier and exercise more to live a healthy life. Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. What’s the difference? It’s to make real changes.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Lumoa

SEPTEMBER 11, 2023

Before developing a customer experience strategy, you need to identify the metrics against which you will measure your performance. 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. This vision entails having clear goals.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Lumoa

SEPTEMBER 11, 2023

Before developing a customer experience strategy, you need to identify the metrics against which you will measure your performance. 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. This vision entails having clear goals.

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. Using the data from the Measure stage, organizations can align around potential action items that are surfaced from the analytics engine. Detection of Sentiment. Detection of Path.

Analytics 221

Analytics Customer Experience Customer Journeys Analysis 221

AskNicely

OCTOBER 24, 2018

Most companies understand that Net Promoter Score is a measure of customer loyalty and loyalty leads to customer retention and growth. They ask what does the NPS number mean? In six months the telecom company goes through the exercise again. They survey with one simple question which measures customer loyalty.

Net Promoter Score 150

Net Promoter Score Survey NPS Healthcare 150

NobelBiz

JANUARY 28, 2025

Whether you’re measuring agent performance or overall customer satisfaction, staying aligned with modern standards is key to success. How to Benchmark Your Call Center Benchmarking is all about measuring your performance against clear, actionable goals and comparing them to industry standards.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

Experience Investigators by 360Connext

FEBRUARY 23, 2021

“NPS should be going up” doesn’t mean much. 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. Wave a magic wand.

Communication 178

Communication Tips Customer Journeys Customer Experience 178

Maru Group

APRIL 17, 2023

Brand loyalty, satisfaction, and NPS are strongly correlated to positive emotional connections to the brand. This whitespace exercise allows you to see what emotional levers are aligned or similar and which need to be adjusted to attract more consumers to your brand or product.

Measurement 74

Measurement Exercises Roadmap Consumers 74

DCX

DECEMBER 29, 2024

Sometimes, the biggest breakthroughs come not from adding more but from questioning the basics—how we measure success, connect with customers, and design experiences. Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success. What’s wrong with NPS?

NPS 52

NPS Gamification Effort Score Customer Centricity 52

Beyond Philosophy

NOVEMBER 27, 2020

I later learned that the holdup was because I missed an email where they asked me to measure the distance between my eyes (because they need to know how big to make the glasses). These paybacks can range from increased customer spend, market share, or Net Promoter Score (NPS)*. Finally, it is vital to measure everything.

Net Promoter Score 150

Net Promoter Score NPS Insurance Effort Score 150

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. It has been the most popular way to measure customer experience, but it’s arguably outdated.

Customer Centricity 106

Customer Centricity Survey Net Promoter Score Effort Score 106

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. It’s because of this that figuring out why people leave and how to improve loyalty metrics like NPS are common questions with many businesses.

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. It’s because of this that figuring out why people leave and how to improve loyalty metrics like NPS are common questions with many businesses.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

Middlesex Consulting

FEBRUARY 21, 2016

According to Satmetrix – “Net Promoter Score (NPS®) is the most popular and proven metric for measuring and acting on customer loyalty data.” ” The NPS is based on the answer to this question: “How likely is it that you would recommend our company/product/service to a friend or colleague”?

Loyalty 60

Loyalty Measurement Net Promoter Score NPS 60

Experience Investigators by 360Connext

MAY 12, 2020

What if you could confidently say that costs could be reduced by 10% with some proactive customer experience measures put in place? This is a great logical exercise to include in any presentation around a new CX initiative — just vary it to fit your needs. 100,000 * $7 = $700,000 in annual contact center costs.

Customer Journeys 162

Customer Journeys Contact Center How To Effort Score 162

Gainsight

NOVEMBER 18, 2019

The bottom line is clear: measuring and improving the customer experience is not only good for customers, it’s good for business. With data from our case management system (Zendesk, Service Cloud, etc) we can easily measure whether or not we are meeting customer service service level agreements (SLAs). A framework for measuring CX.

B2B 12

B2B Metrics Measurement Competitive Advantage 12

Kayako

FEBRUARY 13, 2019

There is always an opportunity to improve and likely a mix of both big and small rocks that could be moved today to increase the NPS of your partners, customers and employees. While measuring churn is important, it is only a measurement of the effectiveness of your activity and engagement with your customer over time.

Customer Success 136

Customer Success Strategy Chief Customer Officer NPS 136

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. Below, we detail how to use NPS® and the acquired knowledge to guide your product roadmap.

Roadmap 61

Roadmap Net Promoter Score NPS Feedback 61

DCX

FEBRUARY 4, 2025

I came armed with charts, NPS scores, and customer sentiment analysis. Step 1: Speak Their Language (Not Just Yours) You love talking about NPS, CSAT, and effort scores. Find a small, high-impact CX initiative that delivers measurable business results within 60 days. Ensure it delivers measurable results in 60 days.

How To 52

How To Self Service Leadership Effort Score 52

delighted

OCTOBER 5, 2021

That’s why it’s important to understand how to measure customer service interactions and the type of metrics that capture experiences and turn them into actionable data. Customer Satisfaction (CSAT) surveys are the perfect solution for tracking and measuring general customer satisfaction. Net Promoter Score (NPS).

Metrics 91

Metrics Net Promoter Score Customer Service Effort Score 91

DCX

DECEMBER 31, 2024

Build skills that lead to measurable outcomes—whether it’s nailing a presentation, impressing your team, or leveling up your career. The Wrong Metrics You’re tracking NPS and CSAT, and that’s great—but let’s be real, execs want to see how you’re moving the needle on revenue.

ROI 52

ROI Self Service Leadership Metrics 52

SurveySensum

MAY 11, 2023

One way to do this is by using Net Promoter Score (NPS), a simple and widely used metric that helps businesses measure customer satisfaction, benchmark their performance against competitors, and identify areas for improvement. So let’s dive in and learn more about how NPS can help your business thrive! What is NPS?

NPS 52

NPS Retail Net Promoter Score Effort Score 52