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

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” Finally, if your chosen communication channel has remained phone and IVR for the last five years, conduct some audience research to see what channels your customers prefer to communicate with. NPS: Net promoter score is powerful stuff.

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Zendesk

AUGUST 22, 2023

Evaluating product-market fit helps a business grow—and sustain that growth—by ensuring its products or services align with its customers’ expectations. Gather quantitative and qualitative data to have a more complete understanding of your customer base. If either one is lacking, your customers may be on their way out the door.

Net Promoter Score 52

Net Promoter Score Sports Social Media Finance 52

Steven Van Belleghem

DECEMBER 6, 2021

When customers interact with the companies and brands they do business with, they expect knowledgeable employees, friendly employees, easy access to help/support when needed, fast response when communicating, and an easy/frictionless experience. In the former social media era (Web 2.0) It’s what happened yesterday.

CX 123

CX Customer Experience Non-Profits Social Media 123

Fonolo

AUGUST 4, 2020

In the age of social media backlash and call-out culture, customer perception has become more important than ever to a brand’s success. The current COVID crisis is already impacting customer perceptions of brands. The same goes for the content people see about your brand on social media.

Social Media 120

Social Media Sports Net Promoter Score Customer Satisfaction 120

Lumoa

OCTOBER 31, 2018

As more industries continue to be disrupted by smaller, more agile, niche specialists who are better able to meet the needs and expectations of customers, larger, legacy businesses are at serious risk of losing relevance with their customers and potentially ceasing to exist. Customers want unique, special and innovative.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Lumoa

JUNE 26, 2023

Net Promoter Score – NPS 2. Customer Satisfaction Score – CSAT 3. Customer Effort Score – CES 4. Customer Churn Rate – CCR 6 Ways To Improve Your Omnichannel Customer’s Experience 1. Consider a customer looking to buy sports shoes from a popular brand.

Omnichannel 83

Omnichannel Net Promoter Score Customer Experience Social Media 83