PeopleMetrics

AUGUST 21, 2018

As we discussed in Lesson #5 , NPS is important to include in your VoC program, but if you’re running a transactional VoC survey, you need other ways to measure the most recent customer experience alongside NPS. You must combine NPS with an individual measure of the customer experience in a transactional VoC survey.

VOC 82

VOC NPS CEM CX 82

PeopleMetrics

JUNE 29, 2020

After publishing that blog post, I received a number of questions from clients and the CX community about what specific things should be done to welcome back customers and guests during the reopening process. Add an “NPS Safety” question in the very beginning of the survey. Yes, before NPS. Yes, before overall satisfaction.

VOC 121

VOC CEM NPS Business Administration 121

PeopleMetrics

MARCH 12, 2018

This is the familiar exercise of external benchmarking, or comparing key metrics of your business against others in your space. Visit our YouTube channel to see all of the videos in the series, or click the links below to see other videos in the series: « PREVIOUS: CX Leaders Shouldn't Focus on Managing Feedback Systems.

Net Promoter Score 70

Net Promoter Score CEM CX Business Administration 70

PeopleMetrics

JUNE 17, 2020

NPS is often used in this survey, which helps pinpoint the strength of the customer–company relationship. Goals usually include either overall customer satisfaction or NPS. This is someone at the company who is passionate about CX, fully supports VoC, and will commit to seeing the process through. Identify a Sponsor.

VOC 83

VOC CEM Touchpoint Business Administration 83

PeopleMetrics

MARCH 26, 2018

Are you familiar with all the different ways your customers interact with your business? Whether you're a seasoned CX professional or you've never heard of CX, chances are you at least have some basic notion of the areas, or touchpoints, where customers interact with your organization. Photo by Guilherme Stecanella on Unsplash.

Touchpoint 86

Touchpoint CEM Business Administration NPS 86

PeopleMetrics

NOVEMBER 22, 2019

At the onset of the program, communicate what VoC is, why it’s important, how it will drive business results, and what touchpoints you will focus on. This way, every employee knows the company’s NPS , the number of problems experienced by customers, and the speed at which teams were able to solve them. Sean holds a Ph.D.

VOC 54

VOC CEM Business Administration Machine Learning 54

PeopleMetrics

AUGUST 7, 2018

An important metric in any successful VoC program is NPS , or Net Promoter Score. You should know a lot about NPS before you begin VoC. NPS is well known across industries, in companies of all sizes, and throughout executive boardrooms. Why is NPS so powerful? Your NPS is 75. Learning from NPS.

NPS 70

NPS Net Promoter Score VOC CEM 70