Waypoint Group

APRIL 13, 2022

You’ve invited a supplier to demo what is supposed to be the latest and greatest Customer Feedback or NPS software… What questions should you ask? And/Or, is the vendor talking about business outcomes such as retention rate, engagement rate, and customer relationships? Is there an additional cost?

NPS 40

NPS Net Promoter Score Key Driver Analysis Education 40

Experience Investigators

OCTOBER 17, 2023

Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. WHY are we collecting feedback ? The one thing they all have in common?

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Waypoint Group

JANUARY 23, 2015

But with so many options for what is “deemed important” in customer success, a B2B voice-of-customer (VoC) dashboard has a unique set of requirements. These are the six key performance indicators (KPI’s) we’ve determined to be necessary on every customer feedback dashboard: % of Identified Promoters.

VOC 61

VOC NPS B2B Non-Profits 61

Totango

OCTOBER 23, 2020

All logged interactions a customer has had with your entire organization. Customer feedback such as customer survey responses and satisfaction scores from various survey tools. . KPIs help gauge how effective your onboarding process is at producing customer satisfaction. Track Voice Of Customer (VoC) Information.

VOC 71

VOC Net Promoter Score Start-ups NPS 71

Confirmit

JUNE 15, 2017

Last week customer experience practitioners and executive-level VoC program sponsors from leading organizations convened in New York City for Confirmit’s Second Annual B2B Summit. Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix, Inc., Voice of the Customer Company. Bain & Company, Inc.,

B2B 40

B2B Net Promoter Score VOC NPS 40

SurveySensum

SEPTEMBER 21, 2023

But there’s a vital step between wanting to retain customers and actually measuring your success – that’s where the Customer Retention Rate comes in. Now when you understand and improve this rate by using a customer feedback platform then you can boost your business’s profitability.

Customer Retention 52

Customer Retention Non-Profits Social Media Gaming 52

Waypoint Group

SEPTEMBER 8, 2022

Sadly, few have read the books that published the research that led to the Score, and as a result they are missing out on the real benefits that come with the Net Promoter System (and it’s the “System” in “NPS” that really matters): Stronger relationships with customers that accelerate a company’s profitable growth.

B2B 52

B2B Net Promoter Score NPS Government 52

Waypoint Group

SEPTEMBER 8, 2022

Sadly, few have read the books that published the research that led to the Score, and as a result they are missing out on the real benefits that come with the Net Promoter System (and it’s the “System” in “NPS” that really matters): Stronger relationships with customers that accelerate a company’s profitable growth.

B2B 52

B2B Net Promoter Score NPS Government 52

Waypoint Group

OCTOBER 26, 2017

Research has shown that 70% of B2B companies collect NPS®-like data but only 30% actually use customer feedback. By participating in our no-risk trial you can gain immediate insights, help your company grow, and stop being part of the 70% that actually erode customer relationships by asking for feedback but do nothing with it.

NPS 40

NPS B2B Customer Feedback Customer Relationship 40

CX Journey

DECEMBER 11, 2014

Don’t be weathered by the prep at first, Customer feedback can navigate the worst. Chances are, you already have the data just by simply running a voice-of-customer initiative! These metrics will clue you in to the full picture of your customer relationship and whether your feedback can hold back the thunderstorms.

B2B 62

B2B VOC Start-ups Sports 62

Waypoint Group

OCTOBER 17, 2019

Concrete customer input removed the guesswork from internal communications. Deeper insights helping marketing create excellent customer-company interactions . Reciprocity strengthens customer relationships while increasing CSM team productivity by 50%+. Seeking trustworthy feedback. This is about feedback.

B2B 40

B2B Actionable Insights NPS Compliance 40

Fonolo

NOVEMBER 17, 2020

Which of the Following Are IMPORTANT When Receiving Customer Service? Customer service leaders tend to use a combination of KPIs to track performance, with NPS (Net Promoter Score) and CSat (Customer Satisfaction) being the most common. 4. Customer Feedback. Voice of the Customer (VOC).

Contact Center 176

Contact Center CX Social Media Omnichannel 176

Waypoint Group

JANUARY 14, 2015

In the customer feedback world we’re often tempted to use average scores to present our feedback (survey) results. but for product usability it’s 5.89, so clearly ease-of-use is something we need to focus on in order to drive customer retention.” to 8.31 — we are improving!”

Net Promoter Score 45

Net Promoter Score B2B NPS Customer Feedback 45

Waypoint Group

JUNE 13, 2018

When I work with Customer Success teams to embed proactive processes to strengthen customer relationships, concerns raised are typically centered on, “I don’t have time for that.” Following up on customer support requests. Helping customer contacts with training. One more hint: Voice-of-customer <> NPS!

CX 40

CX NPS Legal Customer Feedback 40

Waypoint Group

JUNE 7, 2018

I recently wrote about the importance of leading indicators to improve customer retention and expansion rates in B2B environments. Waiting for financial results is too late; it behooves every company to embed a simple and repeatable set of steps that strengthen customer relationships over time. Acquire Trustworthy Insights.

B2B 40

B2B VOC B2C Start-ups 40

SurveySensum

JULY 14, 2020

A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams. Chad Horenfeldt – Director of Customer Success at Kustomer. She has carved a successful career in both customer service and CX leadership across Financial Services and Telcos.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Waypoint Group

MAY 23, 2018

A good CS leader needs to know how well team members are strengthening customer relationships. So what metrics are good indicators of strengthened customer relationships? Consider using a B2B-centric customer feedback tool such as TopBox to be able to collect and visualize the health of the account in a scalable way.

Non-Profits 40

Non-Profits B2B Sales Voice of the Customer 40

1 to 1

OCTOBER 11, 2021

It’s incredibly important to take these everyday interactions from associates and customers and quantify them in a tangible way. Metrics only provide a superficial preview into the relationship between customers and associates, with the scores only reflecting a person’s feelings on a single interaction and not the brand.

Contact Center 26

Contact Center NPS Net Promoter Score VOC 26

Waypoint Group

MARCH 20, 2019

And so it goes with Customer Success. We all know we should be doing the right things that strengthen customer relationships and get ahead of the renewal so there are no unexpected surprises… but doing what , exactly? The Solution: Trustworthy and Representative Customer Feedback (i.e. Engagement ).

Key Driver Analysis 40

Key Driver Analysis Customer Feedback Start-ups Actionable Insights 40