Customer Service Life

AUGUST 22, 2019

To summarize, the author of the article listened to earnings calls for 50 S&P 500 companies in 2018 and found that NPS was mentioned 150 times. And in many of these companies, NPS is tied to employee performance measurement and bonus structures, impacting everyone from the CEO on down to the folks in the contact center.

NPS 106

NPS Contact Center Close the Loop Net Promoter Score 106

Doing CX Right

SEPTEMBER 5, 2020

Voice of the Customer, commonly referred to as VOC, can be YOUR company game-changer WHEN DONE RIGHT! I speak a lot on podcasts about VOC and the art and science of getting feedback from customers to inform business decisions, and employees (VOE) too. Voice of the Customer (VOC) . Surveying During Coronavirus.

VOC 52

VOC VOE Close the Loop Voice of the Customer 52

Lumoa

FEBRUARY 9, 2023

Why is NPS ® going up or down? Customer Experience Management Customer Experience Management (CEM, CXM) is tracking and understanding your customers’ experience, acting on that understanding, and closing the loop with the customer. Both groups of technologies can be utilized to make analytics more actionable. Image by Retently.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

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. That makes the NPS of NPS 32.

NPS 135

NPS CX Net Promoter Score Close the Loop 135

Lumoa

MARCH 20, 2018

Why is NPS ® going up or down? Customer Experience Management Customer Experience Management (CEM, CXM) is tracking and understanding your customers’ experience, acting on that understanding and closing the loop with the customer. Both groups of technologies can be utilized to make analytics more actionable. Image by Retently.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Waypoint Group

DECEMBER 3, 2015

It’s familiar and easy find a free website that will tally up the responses and pop out an NPS. Closing the loop is a must. The post Why Selling to Businesses Changes the CX Game & What You Need to Know to Win appeared first on Waypoint Group. Too much can happen in a year for this to be effective.

Gaming 40

Gaming B2B CX B2C 40

Waypoint Group

AUGUST 1, 2018

This means that the players have less skin-in-the-game because the initial decision wasn’t theirs. I hope you don’t just want a vanity metric… I think we’re all tired of those NPS press releases that promote a company’s own artificially-high/gamed Net Promoter Score. Key-driver analysis becomes critical here.

Net Promoter Score 56

Net Promoter Score Close the Loop Key Driver Analysis NPS 56