eglobalis

AUGUST 19, 2024

While the Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty, sentiment, and ”satisfaction”, it’s clear that NPS alone isn’t sufficient—a topic we’ve explored before. This limitation questions its reliability as a sole metric for strategic decision-making.

NPS 335

NPS Net Promoter Score Effort Score Metrics 335

ECXO

JULY 29, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

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. Customers Will Tell You Where Your Product Led Growth Bottlenecks Are. This is where CX metrics are so valuable.

Metrics 195

Metrics Net Promoter Score Effort Score NPS 195

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Strategy 369

Strategy Customer Experience Net Promoter Score Customer Centricity 369

Lumoa

FEBRUARY 9, 2023

Customer churn is the opposite of retention. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Customer Engagement Customer engagement is a term used to refer to customer interactions with a company, product, or service.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

CX Journey

DECEMBER 11, 2014

It was a dark and stormy survey With questions to weigh Like “Recommend Me?” Don’t be weathered by the prep at first, Customer feedback can navigate the worst. So before the scores are calculated, And the mind of management gets complicated, Take a step back and pay attention, To the other metrics that depict the rate of retention.

Metrics 155

Metrics B2B Effort Score Voice of Customer 155

InMoment XI

OCTOBER 19, 2021

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals.

Analytics 370

Analytics Data Customer Experience Social Media 370

eglobalis

DECEMBER 11, 2024

Additionally, it discusses alternative measurement methods beyond traditional metrics and highlights global examples of companies excelling in CX experimentation. Feedback Integration Collecting and acting on customer feedback is essential for continuous improvement in CX.

Customer Journeys 288

Customer Journeys Effort Score Omni-Channel Social Media 288

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Analysis 195

Analysis Survey Feedback How To 195

CX Journey

AUGUST 5, 2014

Image courtesy of henryfaber Is there anyone in your company who wants to use VoC/CX surveys as marketing tools rather than as customer listening tools? They had a control group and a test group, the latter of which participated in a 10-to-12-minute customer satisfaction survey conducted by phone. O my, where to begin.

Survey 155

Survey Feedback Customer Satisfaction Groups 155

InMoment XI

OCTOBER 24, 2013

Now imagine your most recent customer survey respondents. Your key metric is NPS, and perhaps the recent surveys follow a pattern as shown, and similarly for all in the current wave: Promoter, Passive, View Article

Voice of Customer 150

Voice of Customer Analysis NPS Metrics 150

InMoment XI

OCTOBER 24, 2013

Now imagine your most recent customer survey respondents. Your key metric is NPS, and perhaps the recent surveys follow a pattern as shown, and similarly for all in the current wave: Promoter, Passive, View Article

Voice of Customer 150

Voice of Customer Analysis NPS Metrics 150

InMoment XI

OCTOBER 24, 2013

Now imagine your most recent customer survey respondents. Your key metric is NPS, and perhaps the recent surveys follow a pattern as shown, and similarly for all in the current wave: Promoter, Passive, View Article

Voice of Customer 150

Voice of Customer Analysis NPS Metrics 150

InMoment XI

DECEMBER 17, 2024

As your company begins to scale customer experience operations, it is possible for silos that cause different departments to use separate technologies and focus on different metrics, which fragments your understanding of the customer experience.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

GetFeedback

MAY 13, 2019

Building a cross-functional voice of customer program will give your customers a greater presence within your decision-making process and help create positive experiences, generate more referrals, and overall improve your customer satisfaction. Assignment & ownership.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

GetFeedback

MAY 9, 2019

At this level, you’re also working on developing a customer experience strategy. Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Stage 5 — Align: Being customer-centric is the norm in your company at this stage.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Lumoa

MARCH 20, 2018

Churn Customer churn happens when a customer/subscriber stops doing business with a company. Customer churn is the opposite of retention. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. So why should you care?

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

InMoment XI

SEPTEMBER 5, 2024

Solicit customer feedback to evaluate new ways of gaining a competitive advantage. Benefits of a Voice of the Customer Program Businesses without a Voice of Customer program observe which of their products or services are being sold most frequently, and assume that is what customers want more of.

Effort Score 195

Effort Score Net Promoter Score Customer Journeys Metrics 195

Lumoa

APRIL 3, 2018

Keep in mind that NPS only becomes a truly valuable metric, if its “why”-question is properly collected, analysed and heard. The “why”-question is the golden source for your customer experience management. It shows you why a customer gave this or that score, opens up a dialogue and, in a way, lets you dive into your customer’s head. “

Net Promoter Score 316

Net Promoter Score NPS Touchpoint Feedback 316

CloudCherry

DECEMBER 1, 2018

The customer experience begins even before the customer’s expectation is set, and before they’ve even heard of your organization. From the beginning, every point along the journey has an additive effect on the customer’s perception of the organization. Customer experience involves everyone’s voice.

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

SurveySensum

DECEMBER 28, 2020

The most common reason behind their failure was – they were not making any use of the voice of the customer data. . So, aiming to help growth-stage companies start their voice of the customer program, we launched our first podcast, Experience talk: Voice of customer and employee.

Voice of Customer 98

Voice of Customer B2C Chatbots Social Media 98

ECXO

OCTOBER 7, 2024

Understand Customer Needs and Expectations: Deeply understanding your customers is the cornerstone of effective CX leadership. This involves collecting and analyzing customer feedback, conducting surveys, and staying attuned to market trends.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

InMoment XI

DECEMBER 3, 2024

A team can leverage the following six competencies, or customer experience management skills, to complete each stage: Lead: Key skills include strategy and governance to build, align, and sustain successful CX programs. Realize: Key skills include tracking key CX metrics to ensure the program is realizing value and achieving business goals.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

Totango

JUNE 4, 2019

That’s why customer-centered teams value Voice of Customer (VoC), the process of requesting, gathering, and analyzing customer feedback. It provides a direct opportunity to improve the customer experience which, in turn, makes customers more likely to remain loyal. What is Voice of Customer?

Voice of Customer 80

Voice of Customer Net Promoter Score Feedback Competitive Advantage 80

InMoment XI

OCTOBER 19, 2021

Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals.

Analytics 221

Analytics Data Customer Experience Social Media 221

CX Accelerator

JULY 22, 2019

The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. Although these metrics are valuable, they are internal to the organization, and they may or may not affect satisfaction. What to Do with VOC Data.

Contact Center 182

Contact Center Analytics Net Promoter Score Effort Score 182

CX Journey

NOVEMBER 18, 2014

When we ask customers for feedback, it''s imperative that we make the most of that conversation. I''m specifically referring to surveys, but I suppose this could apply to other listening posts. Want more tips on survey design? Take a look at this post: 22 Tips for Proper Survey Design. What do I mean by that?

Survey 160

Survey Voice of Customer Conference Customer Voice 160

Lumoa

JANUARY 19, 2023

Project management, to ensure that projects are well organized, completed on time and meet key metrics. Customer Experience Manager / Director This leadership role is responsible for overseeing the CX team, setting up the key processes and goals, establishing relationships with the rest of the organization, reporting to executives and board.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

CX Accelerator

JULY 22, 2019

The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. Although these metrics are valuable, they are internal to the organization, and they may or may not affect satisfaction.

Contact Center 174

Contact Center Analytics Net Promoter Score Effort Score 174

Lumoa

SEPTEMBER 8, 2021

Sharpening your customer experience skills will help you stay ahead of your competitors. The Next Generation of CEM Today, product and service changes are typically driven by interviewing key clients, running surveys, or hosting customer advisory meetings. 6 Customer Experience Skills That You Should Know About 1.

Customer Experience Management 195

Customer Experience Management CEM Customer Experience Management 195

Thematic

OCTOBER 30, 2024

Tracking and examining customer conversations over multiple channels takes time and effort – which is why many top-tier brands and leading organizations are turning to AI-driven voice of customer (VoC) tools to extract insights from customer feedback at scale.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

CX Journey

FEBRUARY 27, 2019

I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. Also, is your company metrics-focused or experience-focused ? What do the business metrics tell you?

Metrics 88

Metrics NPS Trends Financial 88

CX Journey

MARCH 17, 2015

One of the questions posed by Bob during the webinar was: “ How can managers avoid the metric becoming a goal rather than an indicator? This is a great question and one that needs to be addressed early and often in any customer experience management effort. customer experience metrics voc voice of customer'

Metrics 80

Metrics Chief Customer Officer Effort Score Voice of Customer 80

ClearAction

FEBRUARY 27, 2017

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken?

Voice of Customer 71

Voice of Customer Effort Score ROI Metrics 71

Thematic

SEPTEMBER 19, 2024

Businesses need to understand what their customers really think, and the best way to do this is a Voice of Customer (VoC) program. Most businesses begin by sending out surveys and collating customer feedback which they can distill into actionable insights using analytics tools. How Do Voice of Customer Tools Work?

Voice of Customer 62

Voice of Customer Tools Social Media Analysis 62

CX Accelerator

JANUARY 7, 2019

This is exciting because we communicate with our customers via text whether it’s through inbound support messages, transcribed phone calls, or voice of customer survey responses. Natural Language Processing (NLP) NLP enables computers to process large amounts of text in any language and understand what’s being said.

Net Promoter Score 275

Net Promoter Score Contact Center Chatbots Knowledge Base 275

InMoment XI

FEBRUARY 12, 2024

Integrated customer experience is a catalyst that improves organizations’ main metrics and bottom line. In order to be successful in today’s business environment, you need to leverage all your data , not just survey data. To do this, it is important to define your main goals and, more importantly, your main metrics.

Effort Score 195

Effort Score NPS Net Promoter Score ROI 195