Lumoa

APRIL 3, 2018

The Net Promoter: what is it? The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. That time, customer experience management was still unknown to the most of the business doers. For example, if 65% of your customers are promoters and 12% are detractors, NPS is 53. ??

Net Promoter Score 316

Net Promoter Score NPS Touchpoint Feedback 316

ShepHyken

SEPTEMBER 6, 2021

Customer Service is SO Annoying (Tips to Make it Less So) by Jim Gilbert. As the author points out, this is really an article about great customer service, and he shares a number of solid tips on how to do so. A Look at Customer Effort Score and How It Can Help Build Better CX by Dom Nicastro. You’ll smile.

Customer Service 27

Customer Service Effort Score Net Promoter Score Contact Center 27

ShepHyken

SEPTEMBER 14, 2020

(Business2Community) This article shares some of the most effective tips on how to boost B2B customer experience on your website. My Comment: Your website is a powerful opportunity to deliver a better customer experience. I like that this article focuses on B2B, but the same ideas can be applied to the B2C online experience.

Customer Service 86

Customer Service Net Promoter Score eBook B2B 86

ShepHyken

SEPTEMBER 5, 2022

CMSWire) We know that customers expect answers to service inquiries within an hour, and they also expect their online experiences to be convenient and fast, with their questions answered and their goals accomplished. Let’s give the customer an experience that makes them want to say, “ I’ll Be Back.”.

Net Promoter Score 71

Net Promoter Score Customer Service Hospitality Hotels 71

InMoment XI

APRIL 3, 2024

The digital customer experience has become an essential part of the way that consumers navigate the marketplace. They don’t view a transaction as an online experience, a mobile app experience, or a customer service experience, they view it as one continuous experience that they had.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

SurveySensum

JULY 22, 2024

Addressing these issues will help you improve customer satisfaction, reduce bounce rates, and increase conversion rates by ensuring a seamless and engaging online experience. Purchase Experience How effective and easy is your purchase process? Well, launch a 5 star rating scale to get the answer.

Examples 52

Examples Tips Touchpoint Survey 52

Beyond Philosophy

JUNE 11, 2015

Studies have shown that gamification can lead to a 100% to 150% increase in engagement, as measured by such as involvements as online community activities. Gamification expert Gabe Zichermann, recently offered several tips, or ‘new rules’, for more effective application: – Help people learn new skills or develop capabilities.

Gamification 60

Gamification Loyalty Programs Loyalty Consumers 60