CloudCherry

MARCH 28, 2019

Most journey mapping exercises start out great with gathering everyone in a room, brainstorming touchpoints and designing a visual journey of how customers move through their interactions with your company. Even better, you can see how each conversation resonates through NPS and CSAT feedback. If they were successful, NPS increased.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. For example, a health score or usage drop from an escalation may hold more urgency than a recent low NPS rating. Watch it here if you missed it!).

Customer Journeys 98

Customer Journeys Effort Score Self Service Chatbots 98

InMoment XI

OCTOBER 10, 2023

These metrics delve deep, capturing the nuances of every touchpoint, from the initial inquiry to post-purchase survey. While these emotions are abstract, metrics like the Customer Satisfaction Score (CSAT ) or Net Promoter Score (NPS) can quantify them, giving businesses a clearer picture of their customers’ sentiments.

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

Enalyzer

MARCH 20, 2018

Marketing has one job and that is to reach consumers at the moments that most influence their decisions, these are known as touchpoints. Touchpoints are anytime a potential or existing customer comes in contact with your brand, before, during or after their purchase. Use Enalyzer and Zapier to automize your customer touchpoints.

Touchpoint 50

Touchpoint Customer Journeys Net Promoter Score Social Media 50

Feedbackly

JUNE 20, 2024

Net Promoter Score (NPS) is one of the most popular CX metrics used for gathering feedback and gauging customer loyalty. While NPS is an effective KPI and can help businesses improve their customer retention rates, it only measures the advocacy aspect of customer loyalty. But here’s the hitch.

NPS 52

NPS Feedback Net Promoter Score Competitive Advantage 52

customer sure

JANUARY 20, 2025

Advanced data analytics and AI, or even just thoughtful use of CRM data, make it possible to deliver hyper-personalised experiences at the touchpoints which are most important to customers. Not targets for improving satisfaction scores or NPS these are useful proxies to measure, but they make poor targets.

Trends 62

Trends Net Promoter Score Analysis ROI 62

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

InMoment XI

OCTOBER 8, 2024

Customer experience improvement refers to enhancing the interactions and overall satisfaction a customer has with your business across all touchpoints. Offering educational resources such as webinars, tutorials, or guides, can empower customers to educate themselves and make informed decisions. What is Customer Experience Improvement?

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

InMoment XI

OCTOBER 24, 2023

These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint. By zeroing in on pivotal metrics like Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES), businesses can tap into the pulse of their customers.

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

Totango

AUGUST 21, 2020

SC: We defined a customer lifecycle journey and map with associated engagement touchpoints. As mentioned in the Webinar, we are also enabling partners on the playbook and methodologies to drive like experience. Q: How has the impact been on your NPS, CSAT … customer loyalty since this transformation and using CS platform?

Customer Success 117

Customer Success Innovation NPS Touchpoint 117

Feedbackly

DECEMBER 2, 2022

Net Promoter Score (NPS) was developed to measure CX from the lens of loyalty and advocacy. While CX metrics like NPS, C-SAT, and CES are very useful for assessing the buying journey and the overall customer experience, they come with a set of limitations. Limitations of other CX metrics. CX at both micro and macro level.

Net Promoter Score 98

Net Promoter Score NPS Effort Score Metrics 98

delighted

APRIL 25, 2022

Every single customer that converts on their ecommerce platform, as well as in one of their 70+ retail stores, gets a Delighted NPS survey. Customers who leave a positive NPS score or a positive review will be immediately presented with Casper’s referral program. Casper also triggers referral communications across multiple touchpoints.

NPS 60

NPS CRM Ecommerce Retail 60

DCX

MARCH 4, 2025

Instead of generic onboarding, offer a customized refresher: a webinar, a personal walkthrough, or a curated guide that helps them get the most out of your service. ’ Identify key touchpoints—like personal check-ins, product tutorials, or special offers—where you can provide extra support or engagement.

NPS 52

NPS Metrics Connections Social Media 52

Feedbackly

OCTOBER 20, 2022

In the beginning, you can select a few touchpoints and a limited amount of feedback. You can create different surveys on Feedbackly and QuestionPro, including C-SAT, CES, and NPS. QuestionPro also offers a feature called NPS+ that is geared to help businesses understand the root cause of the pain points.

Feedback 75

Feedback Software Multi-Channel NPS 75

Gainsight

MARCH 9, 2022

Instead, they use digital-first tools and strategies: One-to-many approach: Assisting customers via email, in-app notifications and guides, webinars, videos, and knowledge base content. Net Promoter Score (NPS). Digital-led strategies can also accelerate the depth of NPS efforts. Speaking of expansion…. Upsell Opportunities.

Metrics 105

Metrics Customer Journeys Net Promoter Score Self Service 105

CustomerSuccessBox

JUNE 5, 2019

Touchpoint : If a promoter becomes a detractor or there is a lack of engagement, it’s an indicator that the account needs more handholding. List Signals : Signals here are any metrics or indicators that can be tracked and are periodically refreshed, e.g., usage frequency, last login, NPS, etc. Perfect health for a B2B SaaS account.

Touchpoint 89

Touchpoint B2B NPS Metrics 89

Think Customers

OCTOBER 11, 2021

Customer Satisfaction (CSAT), Customer Effort Score (CES), and Net Promoter Score (NPS) metrics have long been invaluable tools in the industry, but it’s critical to recognize that these metrics on their own cannot improve customer experience. Consider the myriad interactions a customer has with a company’s employees and other touchpoints.

Contact Center 52

Contact Center NPS Metrics Effort Score 52

Amity

MAY 3, 2018

To ensure that you continue to drive meaningful experiences through customer interactions, you need to identify the key customer touchpoints that provide the most value for your company. A good step to transition is to add webinars and videos to your existing workflow, and creating a transition playbook for your legacy users.

Touchpoint 76

Touchpoint Video Tips NPS 76

ChurnZero

APRIL 22, 2022

When thoughtfully applied, automation makes digitized touchpoints and human touchpoints indistinguishable. Customers can tick off assigned tasks, such as watching a webinar or completing a training course. tech-touch versus high-touch ) and lifecycle phase (e.g., onboarding versus adoption) to ensure your resources’ relevancy.

Customer Success 98

Customer Success Knowledge Base Multi-Channel Touchpoint 98

Totango

NOVEMBER 7, 2019

Signs to look for when learning how to identify at-risk customers include: Low NPS scores: By tracking Net Promoter Scores (NPS), you create an early warning system that will identify potential at-risk customers. Identifying customers that might churn helps you forecast net revenue and create a plan for new customer acquisition.

How To 85

How To Net Promoter Score Effort Score NPS 85

InteractionMetrics

APRIL 10, 2025

Net Promoter Score (NPS) Surveys NPS surveys measure loyalty with one question: Would you recommend us? Customer Loyalty Surveys These go deeper than NPS by investigating what drives people to stick with your company. Touchpoint-Specific Surveys These mini-check-ins occur at key moments, like a delivery or renewal.

Survey 40

Survey Customer Satisfaction Net Promoter Score Effort Score 40

Wootric CX Blog

MARCH 15, 2020

Improve customer experience at customer journey touchpoints. In SaaS, this often means using the all-important NPS survey to gauge overall loyalty and surface any issues that may affect renewal. Guneet Singh, Director of Customer Experience programs at Docusign, spoke about this in a recent Voice of the Customer webinar.

Company 125

Company e-support How To Chief Customer Officer 125

PeopleMetrics

JANUARY 24, 2022

The convergence of CX (VoC) and research – as we setup listening posts around key touchpoints, research questions continue to emerge that are either integrated into CX measurement or setup as separate studies. our weekly webinar on all things CX, with our first one on Tuesday, February 1 st at 12 noon (EST).

Trends 90

Trends Self Service B2B Roadmap 90

SurveySensum

AUGUST 18, 2020

Custom satisfaction surveys are quick and effortless surveys that gather in the moment feedback at key touchpoints across the customer journey and analyze the performance at each touchpoint. . After webinar. Difference between CSAT and NPS – something you should know about! After product purchase.

Customer Satisfaction 69

Customer Satisfaction Survey Touchpoint Customers 69

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? I’d try to capture what I think you’re talking about with net promoter score (NPS)/CSAT, intent to renew or – you gave me a new idea – renewal desire! Think: do you want to renew?

Metrics 98

Metrics Customer Success Net Promoter Score Measurement 98

ClientSuccess

APRIL 12, 2022

From NPS to customer satisfaction to customer health scores, you probably know how to calculate many, many complex data points into an easy-to-use score. The number of touchpoints it takes for a customer to have a question answered or to schedule a meeting with an internal resource. Are you ready to add one more to your arsenal?

Effort Score 52

Effort Score NPS Touchpoint Metrics 52

SurveySparrow

DECEMBER 25, 2023

You might also know about transactional NPS and relational NPS. Focusing on an overall experience or individual aspects of a customer journey and improving each touchpoint experience. What is Transactional NPS? You can consider SurveySparrow’s NPS software for this. But what do you think works better?

Net Promoter Score 52

Net Promoter Score NPS Touchpoint Survey 52

Feedbackly

JUNE 12, 2024

The Emotional Value Index (EVI®) is a metric designed to help companies measure customers’ emotions at every touchpoint or every stage of the buying journey. Get free access to the webinar replay here >> The post The Unignorable Role of Customer Emotions in the Buying Journey appeared first on Feedbackly.

Case Study 52

Case Study Customer Journeys NPS Study 52

ChurnZero

OCTOBER 11, 2019

Check their product usage, their customer health score, and their NPS scores. Upcoming Customer Success Webinar. This webinar presents a proven model that you can use to help customers quickly shift their approach and build their capacity to drive their own internal success with your software. Speaker: Jason Whitehead.

Customer Journeys 66

Customer Journeys Effort Score Self Service Touchpoint 66

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Watch the entire on-demand Webinar episode here.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

Clarivate

FEBRUARY 21, 2018

Imagine the possibilities if your company was to take this data, hand it to a team of data scientists who would also examine your industry, call center data, NPS scores, and customer journey mapping data, and combine all their statistical models. New Type of Customer Data.

Analytics 49

Analytics Customer Journeys Touchpoint Call Center 49

SurveySparrow

DECEMBER 24, 2023

Let’s delve into three popular ones: Net Promoter Score (NPS) Customer Satisfaction Score (CSAT) Customer Effort Score (CES) …and see how they align with various types of customer experience surveys. Transactional Surveys Transactional surveys are versatile and can incorporate NPS, CSAT, and CES.

Examples 52

Examples Survey Customer Experience Net Promoter Score 52

Gainsight

JULY 12, 2022

With so many leaders prioritizing efficiency, it wasn’t surprising that our recent Catapult webinar covered how Gainsight customer, NAVEX , effectively scaled its customer success program through digital-led segmentation. . Be sure to coordinate between CS and marketing teams as to not inundate people with email or other digital touchpoints.

Customer Success 59

Customer Success Self Service Data Touchpoint 59

NobelBiz

FEBRUARY 27, 2024

Monitoring key metrics such as First Call Resolution (FCR), Net Promoter Score (NPS), and Customer Satisfaction (CSAT) offers invaluable insights into how well agents are meeting customer needs. Net Promoter Score (NPS) : NPS gauges customer loyalty by asking how likely customers are to recommend a company’s products or services.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Gainsight

FEBRUARY 26, 2024

Well-defined customer touchpoints are the foundation of a strong digital experience with your product. User journeys can include granular mapping to key features, re-engagement if users go dark in your product, and outreach such as one-to-many webinars or feature release notifications. Automate renewals via digital touchpoints.

How To 52

How To NPS Effort Score Touchpoint 52

CSM Magazine

FEBRUARY 8, 2022

Marketers, community managers, sales executives, and customer relationship teams leverage Airmeet’s 360-degree attendee engagement suite to dive deep into audience needs and dynamically update their customer engagement strategy with highly interactive touchpoints. To learn more about Airmeet, please visit: [link].

Engagement 52

Engagement Conference Multi-Channel Touchpoint 52

SurveySensum

NOVEMBER 18, 2021

After webinar. CSAT vs NPS – The difference you should know about! Custom satisfaction surveys are quick and effortless surveys that gather in-the-moment feedback at key touchpoints across the customer journey and analyze the performance at each touchpoint. . After webinar. Semantic differential questions.

Customer Satisfaction 52

Customer Satisfaction NPS Survey Touchpoint 52