PeopleMetrics

MARCH 12, 2018

Business leaders use this all the time as a way to set standards for performance evaluation on metrics such as Net Promoter Score (NPS) or overall satisfaction; and many look to external benchmarking results as key indicators for how to improve customer experience. Sean holds a Ph.D.

Net Promoter Score 70

Net Promoter Score CEM CX Business Administration 70

PeopleMetrics

JULY 29, 2020

What does the customer get (if anything) by taking the time to fill it out? Net Promoter Score) directly embedded into the email invitation where it can be seen above the fold (i.e. above the point where a customer has to scroll to see it). Great surveys also have the first question of the survey (e.g.

Net Promoter Score 71

Net Promoter Score CEM Business Administration Machine Learning 71

Beyond Philosophy

NOVEMBER 10, 2014

At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. The Value of Customer Experience, Quantified. So, the debate continues.

Net Promoter Score 164

Net Promoter Score Customer Experience NPS CEM 164

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. If you consider Customers transactions, guess what?

Net Promoter Score 154

Net Promoter Score Customer Experience Customer-Centric Organization CEM 154

SurveySensum

JULY 25, 2019

Do you know every bad experience is the lost revenue for your business of that specific customer? It’s 2019, CX is trending and becoming more important now than ever. In this new era, the experience is the differentiator, not the brand. Nevertheless, it’s the key to your Customer Experience Management (CEM) efforts.

Close the Loop 74

Close the Loop Customer Feedback Net Promoter Score CEM 74

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. If we make a decision to invest less on customer service agents, how much will it decrease my customer satisfaction?

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Intercom

JULY 26, 2022

C ustomer experience (CX), or consumer experience, is the result of every interaction or touchpoint a customer has with your brand – both with your people and your products. . Think of CX as each moment of engagement along the customer journey. Why should customer experience be considered important?

Customer Experience 69

Customer Experience CX Omnichannel Touchpoint 69

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. If we make a decision to invest less on customer service agents, how much will it decrease my customer satisfaction?

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

PeopleMetrics

DECEMBER 5, 2017

Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. All signs point to a successful Voice of Customer (VoC) program. Do your customers know that you’re actually listening to them?

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

PeopleMetrics

AUGUST 7, 2018

An important metric in any successful VoC program is NPS , or Net Promoter Score. For more about NPS (plus a bonus checklist), fill out the form below: Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. The following is an excerpt from Listen Or Die by Sean McDade, PhD.

NPS 70

NPS Net Promoter Score VOC CEM 70