ijgolding

MAY 9, 2017

Only last week, I was asked by a company if I had access to NPS (Net Promoter Score) benchmarking scores. However (there is always one of those), unless you have absolute clarity and certainty of exactly what you are actually comparing against, it is impossible to make a robust conclusion from a benchmarking exercise.

Net Promoter Score 152

Net Promoter Score Effort Score Customer Experience NPS 152

Experience Investigators by 360Connext

DECEMBER 8, 2020

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 2020, a year-end review is a good exercise for customer experience leaders. Did a higher Net Promoter Score (NPS) lead to an increase in retention ?

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

ECXO

MARCH 6, 2025

This exercise makes it clear where the experience is falling short. 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.

B2B 339

B2B Customer Journeys How To Effort Score 339

Experience Investigators by 360Connext

JANUARY 7, 2025

I often hear about common goals like: Improve Net Promoter Score (NPS) Reduce customer churn Increase customer lifetime value The Experience Investigators team uses SMIRC goals for CX : Social, measurable, inspiring, relevant, and contextual. You may aspire to accomplish many things with your CX program.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

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

GetFeedback

FEBRUARY 7, 2020

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. Net Promoter Score (NPS). Net Promoter Score is a KPI used to measure customer loyalty.

NPS 199

NPS Net Promoter Score Effort Score Survey 199

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

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

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. Those companies even call CJM their superpower. As Gartner notes , those successful CJM programs create usable journey maps. You can follow their lead.

Customer Journeys 236

Customer Journeys Net Promoter Score Effort Score Exercises 236

GetFeedback

JUNE 12, 2019

Earlier this year, we explored the ways you can use Net Promoter Score (NPS) survey data to ensure that potential customers are happy at each stage of the buying process. Leveraging NPS survey data is incredibly relevant to the exercise of identifying your most important customer touchpoints. Leverage customer feedback.

Touchpoint 199

Touchpoint How To Net Promoter Score NPS 199

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

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. CX blog linkedin twitter Why? "I

System 317

System Effort Score NPS Net Promoter Score 317

InMoment XI

AUGUST 9, 2024

This exercise will highlight potential pain points and opportunities to enhance the customer experience. Net Promoter Score (NPS) The Net Promoter Score measures customer loyalty and the likelihood of them recommending your brand to others.

Customer Experience 221

Customer Experience Customer Journeys Effort Score Net Promoter Score 221

NICE inContact

APRIL 2, 2019

Making a CX transformation is not a one-time exercise. Yes, there are operational metrics that you can improve – like winning a game here and there. But it’s improving overall business KPI’s consistently that brings your team out on top overall. It is iterative and incremental. Start using a maturity model (gauge the team skills and tools).

Net Promoter Score 136

Net Promoter Score Company Effort Score Exercises 136

Experience Investigators by 360Connext

JANUARY 26, 2021

Start by referring to Net Promoter Scores or other metrics to select customers you know have opinions to share. Call a promoter one week and a detractor the next , and listen for ways the promoters and detractors describe their journey differently.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

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? Net Promoter Score vs. Online Reviews. Starting an NPS Initiative is Easy.

Net Promoter Score 38

Net Promoter Score Customer Experience NPS Effort Score 38

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. So what is the punch line here?

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. So what is the punch line here?

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. So what is the punch line here?

Net Promoter Score 40

Net Promoter Score NPS Effort Score Wireless 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

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

Beyond Philosophy

SEPTEMBER 26, 2018

The most common way to measure emotion is the Net Promoter Score (NPS). If you score a 6 or under, you are a detractor. A 7 or 8 score is considered passive. If you have 9 or 10, you are a promoter. Your most loyal customers are promoters and have high NPS scores. How Do We Measure a Feeling?

Measurement 129

Measurement Net Promoter Score How To NPS 129

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. While this can feel like it’s “common knowledge” it’s actually what I would call “common understanding.”

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

GetFeedback

DECEMBER 27, 2018

While this minimalistic approach may seem to undermine your mission for info, the exercise will help you avoid high abandon rates and ultimately get more from your surveys. Make a list of everything you’d like to know about your customers. Then, one by one, eliminate any non-essential questions. Keep survey questions simple.

Survey 225

Survey Net Promoter Score Feedback Abandon Rate 225

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

Experience Investigators by 360Connext

AUGUST 26, 2020

This means sharing how improving Net Promoter Scores (NPS) will lead to more referrals for that leader who is focused on more inbound sales. Correlate increasing metrics (Net Promoter Score or Customer Satisfaction Rates or other custom metrics) with the goal of increasing referrals.

Net Promoter Score 143

Net Promoter Score Leadership Customer Journeys Metrics 143

Kayako

APRIL 25, 2017

Sending out surveys is a futile exercise if you don’t take action on the results. As the CEO of Nicereply he helps businesses become more customer centric by measuring their customer satisfaction, customer effort and net promoter score. Reading the results. Finding your average CES is only 20% of the battle.

Effort Score 158

Effort Score How To Net Promoter Score Survey 158

Beyond Philosophy

NOVEMBER 27, 2020

These paybacks can range from increased customer spend, market share, or Net Promoter Score (NPS)*. Dobrev says using Forrester’s four areas of Value Drivers is essential in this exercise. Net Promoter Score? and Net Promoter System? Then, test your choices, he says.

Net Promoter Score 150

Net Promoter Score NPS Insurance Effort Score 150

Blake Morgan

OCTOBER 31, 2022

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. And it raises an important question for CX pros: does Net Promoter Score actually improve the customer experience?

Customer Centricity 105

Customer Centricity Survey Net Promoter Score Effort Score 105

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

Beyond Philosophy

AUGUST 12, 2020

During the process, I realized that there is a lot that people don’t know about it—and that they needed a few rules to help them make the most of the exercise. We’ve recently trained some of our clients on journey mapping. We discussed the problems with journey mapping in a recent podcast. ”).

Customer Journeys 187

Customer Journeys Hotels Net Promoter Score Exercises 187

Thematic

FEBRUARY 9, 2025

Take note that while NPS ( Net Promoter Score ) measures how likely customers are to recommend a brand, sentiment analysis helps explain why. Simply tracking an NPS score without digging into customer emotions, frustrations, and expectations leaves businesses with unanswered questions.

NPS 62

NPS Analysis Sports Net Promoter Score 62

Lumoa

SEPTEMBER 11, 2023

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 exercise of creating buyer personas is critical. It lets you identify the demographic makeup of your customer base.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Lumoa

SEPTEMBER 11, 2023

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 exercise of creating buyer personas is critical. It lets you identify the demographic makeup of your customer base.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

SurveyGizmo

SEPTEMBER 11, 2020

And while these yearly exercises may offer a snapshot of employee sentiment, measuring ongoing organizational health requires continuous data. . Other companies have adopted shorter, more frequent Employee Net Promoter Score (eNPS) surveys to take the pulse of their cultures. Never Underestimate the Role of Managers.

Connections 98

Connections Feedback Net Promoter Score Effort Score 98

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.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150