Thematic

OCTOBER 8, 2024

Download VoC Handbook Voice of Customer Made Easy: The Professionals’ VoC Handbook Written by a CX expert, this handbook simplifies VoC strategies and helps you get the most from customer feedback. Thematic quantifies your qualitative customer data with metrics like impact on NPS (Net Promoter Score).

Analytics 62

Analytics Tools Feedback Handbook 62

Gainsight

JULY 6, 2021

In the introduction of “The Customer Success Professional’s Handbook,” Gainsight’s CEO, Nick Mehta, stated, Companies cemented in the past are still searching for ways to automate the humanity out of customer relationships. We suggest several aspects of best practices for companies when they are first starting their Customer Success Journey.

Handbook 73

Handbook Customer Success Customer Base Technology 73

ShepHyken

NOVEMBER 21, 2016

The NPS Handbook to Analyze the Drivers of Loyalty by CustomerGauge. My Comment: CustomerGuage has released an “eBook” about the power of NPS (Net Promoter Score). While the focus is on sales, it emphasizes that the customer experience, overall, is becoming the key performance metric that cannot be ignored.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

Gainsight

JUNE 17, 2022

If you’re considering implementing—or have already implemented—a product-led growth (PLG) strategy, one of the first things you should determine are the metrics you’ll need to measure success. . Here’s how to pick out the perfect metrics for product-led growth. . Overall Product-Led Growth Metrics.

Measurement 52

Measurement Effort Score Net Promoter Score Handbook 52

Thematic

JANUARY 27, 2019

Last month, I had the pleasure to speak with Jeff Toister (CPLP, Author of “The Service Culture Handbook”) on his webinar on how to improve customer service with unstructured data. Improvements in financial metrics. We worked with a telecommunications provider whose goal was to increase their NPS. Case study.

Data 59

Data Customer Service How To Contact Center 59

Survicate

MARCH 20, 2019

We took those phrases and made them part of our employee handbooks and marketing. Run NPS surveys. “ He says NPS surveys were a true game-changer for their company, most accurately described as the “Uber for Lawn Care”. We have a mantra. If it’s good, we ask them for reviews for our site and also third-party sites like Yelp.

Tips 85

Tips Customer Centricity Social Media Insurance 85

SurveySensum

JULY 14, 2020

She is also a recognized Training Provider for the CCXP Exam, Author of 6 benchmarking studies and 3 handbooks, Professor at UC Santa Cruz Silicon Valley Extension, and serves on the CXPA Board of Directors. He is the author of three customer service books, including the bestselling The Service Culture Handbook. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ImprintCX Articles

MARCH 5, 2024

Unfortunately, the CX industry has backed itself into a corner, with too much emphasis on single-number metrics, checklists for implementation, and producing overwhelming amounts of data, and not enough focus on strategic insights and recommendations, deep human understanding, and practical application.

Brands 52

Brands Customer Experience Management Customer Centricity 52

SmartKarrot

JUNE 10, 2022

Help to create the Volta Customer Success process and handbook. Responsible for measuring the NPS score, and driving it up over time. Identify and track metrics around user engagement, to ensure we’re driving user engagement up over time. Seeking retention rate and growth across different service offering.

Customer Success 3

Customer Success Handbook Customer Journeys NPS 3