ECXO

MARCH 6, 2025

In the following sections, we explore how to lead a successful CX transformational program in a B2B settingcovering everything from executive leadership and strategy to metrics, culture change, and real-world case studies. Quantifying these impacts helps build the business case for investment in CX initiatives.

B2B 330

B2B Customer Journeys How To Effort Score 330

eglobalis

OCTOBER 14, 2024

Personalized learning ensures that each professional receives the specific training needed to succeed in their unique business environment. Bain & Company [link] Bain, creators of the Net Promoter Score (NPS) framework, continues to push this model despite its increasingly exposed limitations and frustrated results.

Customer Experience 426

Customer Experience Customer Journeys Case Study Innovation 426

InMoment XI

JANUARY 2, 2023

But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. Together, these can give you insight into where you stand and how to improve your CX: Net Promoter Score ( NPS ) Customer Satisfaction (CSAT) Customer Effort Score ( CES ).

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

eglobalis

FEBRUARY 13, 2025

Measuring Action, Not Just Sentiment Traditional CX metrics like NPS or CSAT are often reactive and sentiment-based. How to execute: Track metrics tied to resolution speed, churn reduction and problem closure rates. How to execute: Track metrics tied to resolution speed, churn reduction and problem closure rates.

Analytics 271

Analytics Measurement Metrics Feedback 271

eglobalis

MARCH 13, 2025

Utilize Visual Dashboards : Create visual representations of CX metrics to effectively communicate progress and impact to leadership. Build a Strong Business Case with ROI Metrics and Company Perception Leadership will support CX transformation when they understand the financial benefits.

Leadership 228

Leadership B2B B2C Effort Score 228

InMoment XI

DECEMBER 3, 2024

Realize: Key skills include tracking key CX metrics to ensure the program is realizing value and achieving business goals. For example, tracking NPS to determine the success of recent loyalty efforts. For example, training employees to adopt a customer-centric approach and rewarding their work to motivate them.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

eglobalis

JUNE 27, 2024

This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities. Training programs and employee enablement strategies are crucial. Optimization of these touchpoints requires a cross-functional approach.

Strategy 439

Strategy Customer Experience Net Promoter Score Customer Centricity 439

ECXO

DECEMBER 4, 2024

This might involve regular check-ins, personalized onboarding, and continuous training to help users adapt to evolving software features. They often use metrics such as usage frequency, feature adoption, and customer health scores to gauge customer satisfaction and predict possible churn.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

Lumoa

JANUARY 31, 2023

Set a common customer experience metric and target for the organization. Consolidate customer experience insights into one single dashboard and give all the teams access to the same insights about what is driving the metric up or down. Why did we choose NPS? The Net Promoter System is a powerful metric for target setting.

Customer Experience 414

Customer Experience How To NPS Touchpoint 414

InMoment XI

JUNE 14, 2022

Customer experience (CX) metrics have an important role to play in this strategy—something I explored in-depth in a previous post: Customer Experience in the Era of Product Led Growth. Metrics are essential to understanding progress on the product led growth curve. This is where CX metrics are so valuable.

Metrics 195

Metrics Net Promoter Score Effort Score NPS 195

InMoment XI

DECEMBER 7, 2023

Organizations must learn how to measure, manage, and act on customer experience KPIs and metrics so that they can deliver experiences that lead to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. What Are Customer Experience KPIs and Metrics?

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

CSM Magazine

MARCH 17, 2025

Customer satisfaction (CSAT) and Net Promoter Scores (NPS) are invaluable metrics when it comes to understanding your customers’ experiences and loyalty. Benefits: These insights not only improve CSAT and NPS scores, but they also ensure youre directing resources to areas that directly impact revenue.

NPS 52

NPS Self Service Net Promoter Score e-support 52

InMoment XI

OCTOBER 23, 2024

Part of the transformation enhanced retention and acquisition, along with improving key business metrics through its partnership with InMoment. Focus on employee training to create a customer-obsessed culture. You can boost your CX efforts by training the workforce to be customer-focused. References McKinsey & Company.

Banking 195

Banking Customer Experience Effort Score Financial 195

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business?

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

ECXO

JULY 29, 2024

This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities. Training programs and employee enablement strategies are crucial. Optimization of these touchpoints requires a cross-functional approach.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

AUGUST 17, 2023

Take NPS from a Score to a Strategic Advantage In today’s fiercely competitive business environment, customer satisfaction is paramount to success. Net Promoter Score Driver # 2: Make it Easy For Your Customers To Get Help Making it easy to get help is the third most important driver of NPS. Take The Lead!

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. Customers and their experiences are complex and nuanced, so there’s no perfect metric.

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273

Lumoa

FEBRUARY 9, 2023

including an improved camera in the next generation of the smartphone) Training and new incentives to personnel to adjust their behavior (e.g. Why is NPS ® going up or down? Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

TechSee

OCTOBER 5, 2020

91% of companies surveyed stated that NPS or another alternative CSAT KPI was a key field service performance metric for their organization. Even more telling, every single organization that officially adopted a customer-centric business model listed CSAT as the single most crucial of the field service performance metrics they measure.

Effort Score 207

Effort Score Metrics Net Promoter Score NPS 207

Lumoa

FEBRUARY 20, 2018

Set a common customer experience metric and target for the organization. Consolidate customer experience insights into one single dashboard and give all the teams the access to the same insights about what is driving the metric up or down. At Lumoa, we love NPS and widely recommend it to our customers. Why did we choose NPS?

Customer Experience 353

Customer Experience How To NPS Touchpoint 353

Calabrio

MARCH 11, 2025

Identify nuanced sentiment: AI detects subtle emotional cues, providing a deeper understanding of customer satisfaction beyond surface-level metrics. Uncover actionable insights: AI illuminates trends and patterns in customer interactions, enabling data-driven decisions for process optimization and agent training.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

InteractionMetrics

FEBRUARY 20, 2025

Your Net Promoter Score (NPS) isntjust another numberits a direct reflection of customer trust and customer loyalty. A high NPS means happy customers who are eager to spread the word about your business, fueling growth and strengthening your brand reputation. At Interaction Metrics, we take a smarter approach. The result?

NPS 52

NPS Net Promoter Score Strategy How To 52

Calabrio

MARCH 5, 2025

Surveys and Feedback: Customer satisfaction (CSAT) scores, Net Promoter Scores (NPS), and post-interaction surveys. Performance Metrics: Tracking key performance indicators (KPIs) such as customer satisfaction, churn rate, and resolution time. These reports can be customized to track key metrics and monitor progress over time.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

Wootric CX Blog

NOVEMBER 4, 2020

But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. Together, these can give you insight into where you stand and how to improve your CX: Net Promoter Score ( NPS ). What is Net Promoter Score (NPS)? However, NPS surveys are high level.

NPS 122

NPS Net Promoter Score Metrics Effort Score 122

Retently

MARCH 17, 2025

Key metrics to include (or skip) Actionable insights that go beyond the data and help drive real improvements. Key Metrics to Include: Ticket Volume : Are we handling more tickets than usual? Monthly Reports The Whats Working (and Whats Not) Report Provides a bigger picture comparing key CX metrics to the previous month.

Report 88

Report How To Effort Score NPS 88

Solvvy

JULY 8, 2022

Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) are two of the most common tools businesses use to track how happy customers are. When and how to use those metrics.

NPS 106

NPS Metrics Customer Success Net Promoter Score 106

InMoment XI

OCTOBER 30, 2024

Train Employees While digital channels are important, in-person experiences still matter, especially for complex inquiries. Training your staff to be empathetic, knowledgeable, and efficient can go a long way. What are the best Customer Experience Metrics for Insurance Companies to Measure?

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

GetFeedback

FEBRUARY 7, 2020

Customer satisfaction is a common metric used to measure customer happiness. Net Promoter Score (NPS). To calculate your NPS, subtract the percentage of detractors from the percentage of promoters. Pro Tip: At GetFeedback, we recommend using an automated NPS program to send out targeted surveys.

NPS 199

NPS Net Promoter Score Effort Score Survey 199

ECXO

DECEMBER 25, 2024

Empower Employees to Enhance CX What to Do: Train employees to prioritize CX in their roles, providing them with the autonomy to resolve issues creatively. Example Action: Hold regular CX training sessions and celebrate employee success stories in customer interactions.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

GetFeedback

JANUARY 19, 2020

After my trip was over, I received one final request using a Net Promoter (NPS) rating scheme. This is the right time to use NPS. . Structured questions also make it easy to calculate scores such as NPS, CSAT, or CES. . Here’s some general advice from the e-book How to Use Customer Loyalty Metrics: NPS, CES & CSAT : .

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

SurveySensum

DECEMBER 4, 2024

This CX metric has the ability to gauge customer loyalty and predict business growth. Using NPS in finance industry can get to the heart of why customers would or wouldn’t recommend them to others. What is NPS in Banking and Other Financial Institutions? And this is where NPS comes into play.

Banking 52

Banking NPS Financial Net Promoter Score 52

eglobalis

SEPTEMBER 16, 2024

Train and Empower Employees CX excellence is impossible without fully engaged and empowered employees. Front-line staff, from sales representatives to support technicians, should be equipped with tools and training needed to address customer concerns quickly and empathetically.

B2B 350

B2B Strategy Customer Experience Customer Journeys 350

ShepHyken

FEBRUARY 20, 2024

I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention to. Connect with Shep on LinkedIn.

Metrics 157

Metrics Customer Service Measurement NPS 157

Calabrio

MARCH 5, 2025

Engage and train employees To excel in your VoC program, youll need a well-trained and engaged customer success team to analyze data and actively participate in the feedback process. VoC-specific educational initiatives for your business may include VoC workshops with experts, case study analysis, and VoC tools or platform training.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

Retently

MARCH 11, 2025

Data drives their decisions by monitoring NPS, CSAT, CES, and return trends, they identify pain points and push for actionable improvements. Monitoring Key CX Metrics & Performance After handling the morning review rounds, the next big task is diving into the numbers. NPS (Net Promoter Score) : Would you recommend us?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Lumoa

JULY 10, 2018

As a business leader you are extremely familiar with numeric metrics – most likely your targets are around revenue growth and profitability. There are lot of research and studies about the relationship between financial metrics and customer experience metrics. I will first outline what is generally known. Not necessarily.

ROI 284

ROI Customer Experience NPS Financial 284