Doing CX Right

JULY 24, 2019

Is “Net Promoter Score,” otherwise known as “NPS,” a good measurement of customer satisfaction. However, others debate the validity and usefulness of Net Promoter Score, saying that “the science behind NPS is bad, and it’s been oversold.”. Many customer experience (CX) experts say yes.

NPS 40

NPS Net Promoter Score CX Close the Loop 40

ECXO

APRIL 2, 2023

Since the start of the Digital Age roughly half a century ago, information technology (IT) has increasingly become an enabler of value to the point today where it is a fundamental pillar to the future for most organizations. The advent of call centers followed by the emergence of enterprise feedback management systems heralded the age of CX.

Close the Loop 128

Close the Loop CX Net Promoter Score Sentiment Analysis 128

ECXO

APRIL 2, 2023

Since the start of the Digital Age roughly half a century ago, information technology (IT) has increasingly become an enabler of value to the point today where it is a fundamental pillar to the future for most organizations. The advent of call centers followed by the emergence of enterprise feedback management systems heralded the age of CX.

Close the Loop 98

Close the Loop Customer Experience Net Promoter Score Sentiment Analysis 98

Lumoa

MARCH 20, 2018

So let’s start! Actions include are short- and long-term follow-up. As short-term actions, you should be able to follow-up each individual responder, especially taking care of critical comments. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

PeopleMetrics

DECEMBER 5, 2017

Your customer experience management (CEM) system is up and running. All signs point to a successful Voice of Customer (VoC) program. Making a point to come back to “close the loop” with your customers can reap greater rewards than you might think. So what does it take to build a successful closed loop feedback program?

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

Lumoa

MARCH 20, 2018

So let’s start! Actions include are short- and long-term follow-up. As short-term actions, you should be able to follow-up each individual responder, especially taking care of critical comments. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Lumoa

APRIL 24, 2018

I’d love to specify from the very beginning, we focus on the Net Promoter System , not only on the Net Promoter Score ( that actually changes a lot ). Then we divided the answers according to the categorisation of NPS - into promoters, passives and detractors. An NPS score is like a pointer.

NPS 135

NPS CX Net Promoter Score Close the Loop 135

Waypoint Group

AUGUST 1, 2018

Sadly, most companies seem to think they know better, coming up with solutions to problems that may or may-not be the top priorities (or may not even exist). then your customer feedback program ought to go well beyond just measuring Net Promoter Score (NPS) / customer sentiment and instead be oriented to capture the voice-of-customer.

Net Promoter Score 56

Net Promoter Score Close the Loop Key Driver Analysis NPS 56

SurveySensum

FEBRUARY 10, 2022

Given its significance, how do you improve your Net Promoter Score? How can you convert these unhappy customers into brand advocates or encourage your promoters to do the positive word of mouth and bring referrals? Here are the 11 surefire strategies that can help you increase the Net Promoter Score.

NPS 52

NPS Net Promoter Score Sentiment Analysis Touchpoint 52

SurveySensum

FEBRUARY 3, 2022

Given its significance, how do you improve your Net Promoter Score? How can you convert these unhappy customers into brand advocates or encourage your promoters to do the positive word of mouth and bring referrals? Here are the 11 surefire strategies that can help you increase the Net Promoter Score.

NPS 52

NPS Net Promoter Score Sentiment Analysis Touchpoint 52

Confirmit

MAY 29, 2018

What is Voice of the Customer (VoC)? Close the loop with individual or group of customers to respond to their feedback. We recommend you follow the 5 stages below to ensure your VoC program delivers the insight you need to build strong customer experiences, create competitive advantage and generate ROI.

Voice of the Customer 40

Voice of the Customer VOC Net Promoter Score Customer Journey Map 40