eglobalis
JULY 2, 2024
The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. Should you kill NPS?
eglobalis
NOVEMBER 3, 2024
Originally posted at [link] Introduction In the realm of business-to-business (B2B) interactions, customer experience (CX) is often approached through standardized frameworks and prescriptive methodologies, frequently rooted in models from major industry analysts like Gartner, Forrester, and others.
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eglobalis
MARCH 30, 2025
For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data. Meanwhile, customers now interact with brands constantly through digital channels, generating a wealth of real-time signals.
eglobalis
NOVEMBER 26, 2024
In the high-stakes world of Business-to-Business (B2B) interactions, where relationships are complex and operational impact is significant, failing to operationalize empathy is not just a missed opportunity; it’s a liability. Develop Localized Playbooks: Create region-specific guidelines for client interactions.
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Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center.
GetFeedback
MAY 23, 2019
CSAT vs. NPS is an inevitable comparison that surfaces whenever a company launches a Voice of the Customer (VoC) program to optimize their customer experience (CX) strategy. . While there are many different metrics within a VoC program, two very prominent ones are Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS).
GetFeedback
JUNE 22, 2019
You can use your creative writing skills to make your NPS question more effective and increase your survey response rate. What is Net Promoter Score (NPS)? The NPS question starts with, “ How likely are you to recommend our company to a friend or colleague?” The same goes for your NPS survey.
Speaker: Tiffany Anderson, Director CX Process/Initiatives, Purchasing Power & Brian Morin, CMO, SmartAction
Join this interactive session with Purchasing Power's Tiffany Anderson, and get into the nitty-gritty of how they lowered costs by 20% and increased NPS by 13% - all by automating 25% of their call volume. Key takeaways: Step-by-step process for conversational AI self-service implementation.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
NPS and C-SAT become the keys to the realm, but offer no true insights. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do. So how do you reach a place where VoC actually provides clarity?
Speaker: Curtis Bingham, CEO, Chief Customer Officer Council
NPS and Loyalty are the new shiny. If every customer interaction is pure friction, bureaucracy, process, or wasted time, there can never be real loyalty. Customer Experience is the new black. Companies are investing millions in improving CX. But our research indicates customer loyalty is simply the wrong thing to be measuring.
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