InMoment XI

OCTOBER 31, 2024

The training could include educational resources and role-playing exercises. Net Promoter Score (NPS) If a customer is loyal to your brand, they have likely had a positive experience with your call center, too. High FCR indicates effective problem-solving during the first attempt, as it reduces repeat calls for customers.

Call Center 195

Call Center Metrics Self Service Effort Score 195

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. What demographic or psychographic information could enhance these customer personas?

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

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

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 ? What goals did we miss?

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

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. Our advice for leveraging your NPS data included two action items. First, map your NPS survey data to each step of the customer journey.

Touchpoint 199

Touchpoint How To Net Promoter Score NPS 199

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. This is a great exercise to encourage employees to see exactly how their role delivers for the customer. Dive into dashboard details.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

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

ECXO

JULY 29, 2024

This exercise helps ensure a seamless customer experience across various channels and interactions and pinpoint areas that need enhancement. Net Promoter Score (NPS) : Measures customer loyalty by asking how likely customers are to recommend your company to others.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

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. Sending a successful NPS email survey is easy when you have the right tools and feedback strategies in mind.

NPS 99

NPS Examples Tips Net Promoter Score 99

CloudCherry

MARCH 19, 2019

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. NPS was always meant to be a proxy for true customer loyalty, because we didn’t have the means to measure it before. At what point does increasing NPS have decreasing returns?

Financial 218

Financial Metrics Customer Journeys NPS 218

Solvvy

JULY 8, 2022

But collecting customer feedback and finding an effective way to measure customer satisfaction—often by unraveling the answer to the question of how to use CSAT or NPS—is vital to your brand’s success. And, as with any tool, you need to use CSAT and NPS correctly to get the most value from them.

NPS 106

NPS Metrics Customer Success Net Promoter Score 106

ijgolding

MAY 9, 2017

Only last week, I was asked by a company if I had access to NPS (Net Promoter Score) benchmarking scores. I am NOT a fan of NPS benchmarking!! So before I go any further, I want to reiterate what I said in my response to the question I was asked – I am NOT a fan of NPS benchmarking. My response was as follows: Urrgghhhh!!

Net Promoter Score 152

Net Promoter Score Effort Score Customer Experience NPS 152

Promoter.io

DECEMBER 15, 2016

With Rogue One upon us, we’d like to offer you some sage advice for avoiding the Dark Side of NPS… In a recent post, we showed you how Chime changed the scheduling of their surveys to better align with their customer lifecycle to drastically improve the accuracy of their results. What Chime had discovered was […].

Exercises 40

Exercises NPS Survey Customers 40

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. This means measuring NPS at a point where it aligns with specific operational metrics, like First Call Resolution or time to first milestone.

Customer Journeys 241

Customer Journeys Net Promoter Score Metrics Effort Score 241

CX Accelerator

OCTOBER 25, 2018

NPS still has value. 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 Cons: A rising number of consumers are confused by the question.

Conference 140

Conference Customer Journeys Net Promoter Score NPS 140

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

“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

AskNicely

OCTOBER 24, 2018

They ask what does the NPS number mean? In six months the telecom company goes through the exercise again. The leaders speculate on the cause and decide to put money into a marketing campaign letting their customers know they really care about customer experience and NPS. Want to see the advantages of mature NPS programs?

Net Promoter Score 150

Net Promoter Score Survey NPS Healthcare 150

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. Customer effort score (CES), CSAT, and NPS are examples of metrics applicable in either case. This exercise of creating buyer personas is critical.

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. Customer effort score (CES), CSAT, and NPS are examples of metrics applicable in either case. This exercise of creating buyer personas is critical.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Alida

NOVEMBER 1, 2018

Customers you’ve had for a long time are giving you poor CSAT or NPS scores. Generally speaking, you can quickly send out a quantitative activity and have the analysis done in a fraction of the time it would take to do a qualitative exercise. In the end, having that open-ended feedback changed the entire dynamic of the exercise.

Feedback 147

Feedback Exercises Analysis Effort Score 147

Beyond Philosophy

SEPTEMBER 26, 2018

The most common way to measure emotion is the Net Promoter Score (NPS). Effectively, NPS estimates how likely a customer is to recommend your product or service to their friends and family. Your most loyal customers are promoters and have high NPS scores. The remaining number is your NPS. The scale is 1-10.

Measurement 129

Measurement Net Promoter Score How To NPS 129

Experience Investigators by 360Connext

JANUARY 26, 2021

This is a great exercise for contact center leaders, serving as a way to get feedback from a random sample of customers who contacted them for support. It can be addicting to follow ratings like NPS go up and down. After one or three or ten calls, you’ll start seeing customers as real people.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

DCX

DECEMBER 29, 2024

Unf*ck Your CX: NPS Is Lying to You The Paper Passport Is Fading: What It Says About Our Future Zero Complaints: The Path to Continuous Value Creation Gamified Fitness: What Whoop Can Teach Us Why it matters: Whoop , the $3.6 What’s wrong with NPS? NPS is just one piece of the puzzle. That’s like driving blindfolded.

NPS 52

NPS Gamification Effort Score Customer Centricity 52

NobelBiz

JANUARY 28, 2025

Net Promoter Score (NPS) : Measures how likely customers are to recommend your services to others. A strong NPS indicates a loyal customer base. Another essential metric is the Net Promoter Score (NPS). Consider using role-playing exercises and call recordings to reinforce best practices and build agent confidence.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

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. NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters.

Customer Experience 221

Customer Experience Customer Journeys Effort Score Net Promoter Score 221

Horizon CX

JUNE 10, 2022

For example, I worked with an organization that developed a voice-of-the-customer (VoC) program with the primary objective of achieving a high Net Promoter Score (NPS). Unless you’re committed to that, the mapping would merely be an exercise with no tangible business outcome.

Customer Journeys 130

Customer Journeys System Net Promoter Score Chief Customer Officer 130

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. If Not NPS Surveys, Then What? That’s not to say that all NPS surveys are bad or losing value.

Customer Centricity 105

Customer Centricity Survey Net Promoter Score Effort Score 105

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

SurveySparrow

JANUARY 24, 2020

NPS is versatile as it can be sent not only during the end of a transaction but also at regular intervals which the company deems fit. There are two different types of NPS: Transactional NPS. Relationship NPS. Transactional NPS is when you send them the NPS question after they have completed a transaction.

NPS 52

NPS Touchpoint Survey Exercises 52

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. Value refers to what the organization gets as a payback for their investment of resources. Then, test your choices, he says.

Net Promoter Score 150

Net Promoter Score NPS Insurance Effort Score 150

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

CustomerGauge

DECEMBER 20, 2016

Did you really exercise four times a week this year? How often do you keep your New Year’s resolution? Come on, be honest! Or skip the desserts and that end of day cigarette? Shh, I won’t tell. Get on with your bad self.

NPS 60

NPS Exercises 60

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

SurveySensum

APRIL 30, 2020

What is the Net Promoter Score (NPS)? In 2003, a loyalty consultant Fred Reichheld proposed a simple method to measure customer loyalty, called the Net Promoter Score® (NPS®) system. NPS is based on the question “On a scale of 0-10, how likely is it that you would recommend [company name /product/service] to a friend or colleague?”.

Net Promoter Score 52

Net Promoter Score NPS Survey Touchpoint 52

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. And your customer’s delight or disappointment in their experience as customers reflects how well these expectations were set.

Customer Journeys 162

Customer Journeys Contact Center How To Effort Score 162