Uniphore

NOVEMBER 11, 2021

Customers unable to access their branch locations increasingly took to digital channels for their customer service needs. Today, conversational AI is helping businesses capitalize on every customer interaction across every channel. For the finance industry, the global pandemic was a watershed moment.

Net Promoter Score 130

Net Promoter Score Contact Center NPS Finance 130

Callminer

FEBRUARY 5, 2020

Managers on the floor can only keep track of so many factors at once as they go about monitoring active agents. Knowing the importance of metrics in strategically improving performance within your call center should get you much more interested in measuring and monitoring them. Customer Effort Score. Customer Experience.

Net Promoter Score 251

Net Promoter Score VOC Voice of the Customer NPS 251

Totango

APRIL 5, 2022

The number of NPS software providers has proliferated as the importance of tracking Net Promoter Score (NPS) has been realized by a growing number of enterprises. This raises the question, how do you find the best NPS software solutions? Then we’ll take a look at the best NPS software providers. What Is NPS Software?

NPS 101

NPS Net Promoter Score Customer Satisfaction Customer Retention 101

Lumoa

JANUARY 11, 2022

What Is an NPS Software? It is vital for companies to know if their clients and customers are happy with their service and products, and NPS solutions are one of the best ways to find out. Net Promoter Score is a benchmark for customer loyalty that tells how your customers understand your business and feel about it.

NPS 103

NPS Net Promoter Score Sentiment Analysis AI 103

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Our hypothesis is that NPS is going to improve for each vertical,” Hodges said. “We

Sales 89

Sales Scorecard NPS Customer Acquisition 89

SurveySensum

NOVEMBER 23, 2023

What is an NPS tool? How to choose the right NPS tool? With an index ranging from -100 to 100, NPS clearly gauges the loyalty or the enthusiasm of a customer to recommend your brand to their near and dear ones. What is an NPS tool? to help you make the most of your NPS survey.

NPS 52

NPS Net Promoter Score Sentiment Analysis Social Media 52

CSAT.AI

JULY 20, 2022

Let’s put these two important metrics in perspective and understand why they are both measured. Here are 5 examples each of CSAT vs NPS. CSAT Measures Each Customer Experience . NPS Measures Customer Loyalty. It’s not a Battle of CSAT vs NPS, but CSAT and NPS Connected.

NPS 93

NPS Customer Service Social Media Customer Loyalty 93

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. For a company to grow, it needs to convert one-off customers into regular patrons. In customer experience, as with any other business endeavor, failure to plan is planning to fail.

Customer Experience 83

Customer Experience Net Promoter Score NPS Start-ups 83

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. For a company to grow, it needs to convert one-off customers into regular patrons. In customer experience, as with any other business endeavor, failure to plan is planning to fail.

Customer Experience 83

Customer Experience Net Promoter Score NPS Start-ups 83

Totango

JULY 6, 2021

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Loyal customers are likely to buy from you again and refer you to others, increasing your revenue. What Is Customer Loyalty? Customer loyalty is your clients’ commitment to your brand.

Customer Loyalty 110

Customer Loyalty Net Promoter Score NPS Voice of the Customer 110

Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. They focused their attention on the customer-facing teams at first. That would leave one group with a customer-centric mindset and the rest without one. We all know happy employees make happy customers.

Legal 78

Legal Finance Net Promoter Score NPS 78

SurveySensum

NOVEMBER 28, 2023

Have you ever launched an NPS or CSAT survey and wondered – ‘What am I going to do with all this data?’ And how to respond to the customers? NPS and CSAT are more than just customer satisfaction measuring tools, they serve as instruments to gauge satisfaction, enhance overall customer experience, and foster customer loyalty.

NPS 52

NPS Touchpoint Customer Feedback Start-ups 52

Totango

SEPTEMBER 23, 2021

In this post, we’ll focus on this important customer satisfaction metric. We’ll define what it is and how it contrasts with another popular key performance indicator, NPS. We’ll discuss how to measure CSAT within the context of your customer lifecycle. CSAT Versus NPS. What Is CSAT?

Net Promoter Score 98

Net Promoter Score NPS Customer Satisfaction Customer Retention 98

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Net Promoter Score 172

Net Promoter Score Customer Experience NPS Customer Satisfaction 172

Fonolo

JULY 27, 2021

Performance measurement isn’t a new concept. Italian mathematician Galileo was already talking about the importance of measuring progress in the late 16th century: “Measure what is measurable and make measurable what is not so.”. Net promoter score (NPS). Customer satisfaction score (CSAT).

Net Promoter Score 142

Net Promoter Score Scorecard Construction Contact Center 142

CX Accelerator

AUGUST 19, 2019

what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets. And this is both as a whole, as well as within specific departments responsible for different parts of the customer journey.

CX 345

CX Customer Journey Map Touchpoint Customer Satisfaction 345

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. So, how do you know if customers are pleased with their level of service? Typically, a form designer creates web-based VOC surveys.

VOC 182

VOC Contact Center Net Promoter Score NPS 182

SurveySensum

SEPTEMBER 7, 2023

A CSAT Survey on delivery experience – ‘On a scale of 1 to 5, how satisfied are you with your overall experience with our delivery service?’ But more often than not, businesses make this common mistake while sending an NPS survey. The success of the NPS survey majorly depends on timing. What does that mean?

NPS 52

NPS Net Promoter Score Close the Loop B2B 52

Lumoa

APRIL 7, 2022

Net Promoter Scores are always an interesting topic of conversation, and industry NPS benchmarks even more so. A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction.

NPS 83

NPS Net Promoter Score CEM Customer Satisfaction 83

Fonolo

MARCH 2, 2021

Tracking is vital to providing a great customer experience and running a call center. But most metrics that contact center managers use to measure agents focus on optimizing them rather than encouraging them. The customer service industry got turned on its head in 2020. Customer Satisfaction (CSAT).

Net Promoter Score 148

Net Promoter Score Contact Center NPS Customer Satisfaction 148

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. The Speaker was New York Times Best-Selling Author Fred Reichheld , inventor of the Net Promoter Score ® (NPS). Reichheld’s inspiration for the book was his frustration about the misuse of the NPS system.

NPS 109

NPS Net Promoter Score Construction Start-ups 109

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. I wondered how I did that.

Net Promoter Score 171

Net Promoter Score CX NPS Start-ups 171

Uniphore

NOVEMBER 16, 2021

The challenges of the pandemic thrust banks that were struggling to remain relevant and their customers who were still digital holdouts into the same situation: learn how to shift banking activity from in person to online practically overnight. The customer experience has shifted to the contact center. And shift we did.

Net Promoter Score 130

Net Promoter Score Contact Center Artificial Intelligence NPS 130

ClientSuccess

MAY 25, 2023

ClientSuccess launches SmartCS , its groundbreaking AI-driven solution designed to empower customer success managers and executives with data-driven insights, optimized workflows, prescriptive recommendations, and intelligent actions.

Net Promoter Score 81

Net Promoter Score AI Unstructured Data NPS 81

Intercom

OCTOBER 4, 2023

What do all the best customer support teams have in common? An obsessive commitment to creating a great customer experience is a good first step, but that will only get you so far without one crucial ingredient: rigorous reporting on key customer service metrics.

AI 97

AI Customer Service Net Promoter Score Scorecard 97

SurveySensum

DECEMBER 20, 2023

Did you know that 52% of customers are ready to pay more if they receive exceptional customer service? Customer service is the backbone of any successful business. It’s what keeps customers happy and loyal. But here’s the challenge: How do you consistently provide excellent customer service?

Net Promoter Score 52

Net Promoter Score Customer Service NPS Customer Satisfaction 52

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 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

CSAT.AI

APRIL 5, 2023

Like most industries, customer service has its own jargon – chock full of acronyms (context is everything). Here is a customer service dictionary of 65 common terms and acronyms with some links if you want to go deeper. Brand : What customers think of when they see/hear a company name. The overall impression.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

SurveySensum

FEBRUARY 2, 2024

Picture this : You go to a small boutique where the owner greets you by your name, remembers your preferences, and makes your shopping an experience rather than a transaction. I’d say that more than half of the readers would choose the first boutique as it welcomes you and gives you a personalized customer experience.

NPS 52

NPS Net Promoter Score Social Media Customer Satisfaction 52

SurveySensum

AUGUST 2, 2023

Are you struggling to choose the right surveys to enhance your B2B customer experience journey? In this blog, we’re going to talk about which surveys to take across the B2B customer experience journey with question examples of each industry. Do you also feel overwhelmed with the countless options available? –

B2B 52

B2B Customer Experience Manufacturing Touchpoint 52

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. At the same time, NPS is often a subject of critics and misunderstanding.

NPS 135

NPS CX Net Promoter Score Close the Loop 135

Fonolo

SEPTEMBER 21, 2023

Set your KPIs You can’t change what you don’t measure. Decide on five to seven KPIs and set goals to measure your agents’ performances. TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat).

Net Promoter Score 87

Net Promoter Score Contact Center Scorecard Construction 87

Beyond Philosophy

SEPTEMBER 26, 2018

Measuring customer emotions for your Customer Experience is a vital activity for your organization. After all, if you can’t measure it, you can’t manage it, as the saying goes. We discussed how to measure customer emotions on our recent podcast. How Do We Measure a Feeling?

Net Promoter Score 129

Net Promoter Score NPS Customer Experience Customer Survey 129

SurveySensum

MAY 11, 2023

And it’s not just a temporary trend – even two years later, customers are still embracing the convenience of online shopping. Customer expectations have changed drastically, and businesses need to keep up if they want to stay competitive. So how can you stay ahead of the game? — By listening to your customers, of course!

NPS 52

NPS Retail Net Promoter Score Customer Satisfaction 52

Beyond Philosophy

SEPTEMBER 3, 2022

In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations. The Maersk Line project that I worked on with Michél Patterson , a continuous improvement expert in Lean Six Sigma was one of the most, with an improvement of 40 points for their Net Promoter Score® (NPS) over 30 months.

Net Promoter Score 113

Net Promoter Score Customer Experience Management Consulting NPS 113

Aquire

SEPTEMBER 28, 2021

The Net Promoter Score (NPS) is a popular metric that measures customer loyalty and satisfaction. It predicts customers’ impressions of a brand based on the likelihood of a positive recommendation. Businesses have long been crunching the numbers to calculate their NPS, but have they really been doing it right?

Net Promoter Score 98

Net Promoter Score NPS Customer Satisfaction Customer Loyalty 98