Shep Hyken

MAY 20, 2022

This week, we feature an article by Simona Benetinová, content manager at Nicereply , a company that helps organizations, of all sizes, provide outstanding customer service. She writes about customer loyalty and why your team should care about your brand’s Net Promoter Score. What is customer loyalty?

NPS 69

NPS Net Promoter Score Customer Service Customer Loyalty 69

Zendesk

MAY 17, 2022

While this means more work for your support agents, it also means there are more opportunities for you to expand and retain your customer base. Regardless of industry, customer satisfaction score (CSAT) is one of the most popular metrics for gauging how consumers feel about the customer experience (CX).

Customer Satisfaction 98

Customer Satisfaction NPS Net Promoter Score Retail 98

Intercom

FEBRUARY 15, 2023

Customer satisfaction is one of the most important considerations for any business. After all, a healthy business relies on happy customers – and if your customers aren’t happy, they probably won’t stick around. Find out how Intercom can boost your customer satisfaction metrics What does customer satisfaction mean?

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score E-commerce NPS 52

Lumoa

APRIL 7, 2022

Net Promoter Scores are always an interesting topic of conversation, and industry NPS benchmarks even more so. A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction.

NPS 83

NPS Net Promoter Score CEM Customer Satisfaction 83

SurveySensum

JUNE 9, 2023

You got your product delivered just 10 minutes before and now you’ve received an NPS survey asking about your likelihood to recommend the product. Also, instead of asking about your satisfaction level with the delivery of the product, they are asking about the recommendation. Why NPS Surveys? So, what to do in such a scenario?

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score NPS Touchpoint 52

SurveySensum

JUNE 24, 2023

According to the Zendesk Customer Service Report 2020 , 80% of customers stop doing business with a company if they experience poor customer service. What is Customer Satisfaction? Why Measure Customer Satisfaction? What is Customer Satisfaction?

Business Growth 52

Business Growth Customer Satisfaction Net Promoter Score Text Analytics 52

SurveySensum

NOVEMBER 28, 2023

Have you ever launched an NPS or CSAT survey and wondered – ‘What am I going to do with all this data?’ And how to respond to the customers? NPS and CSAT are more than just customer satisfaction measuring tools, they serve as instruments to gauge satisfaction, enhance overall customer experience, and foster customer loyalty.

NPS 52

NPS Touchpoint Customer Feedback Start-ups 52

Fonolo

AUGUST 2, 2018

We deal with a lot of buzzwords and phrases that saturate the customer service industry, some of which have become a little bit tired. One in particular that we really detest here at Fonolo is “Delight your customer”. How you attend to your customers’ happiness levels and overall satisfaction requires critical thinking.

Customer Satisfaction 121

Customer Satisfaction Contact Center Customer Loyalty NPS 121

SurveySensum

JULY 6, 2023

And, here’re the 7 best practices that you can use to embrace customer satisfaction in retail. So, get ready to shift your perspective from a transaction-focused mindset to a customer-centric approach. 7 Best Practices to Improve Customer Satisfaction in Retail Let’s dive into these 7 tips to improve customer satisfaction: 1.

Customer Satisfaction 52

Customer Satisfaction Retail Social Media Net Promoter Score 52

SurveySensum

JULY 6, 2023

And, here’re the 7 best practices that you can use to embrace customer satisfaction in retail. So, get ready to shift your perspective from a transaction-focused mindset to a customer-centric approach. 7 Best Practices to Improve Customer Satisfaction in Retail Let’s dive into these 7 tips to improve customer satisfaction: 1.

Customer Satisfaction 52

Customer Satisfaction Retail Social Media Net Promoter Score 52

SurveySensum

OCTOBER 26, 2023

Paul’s online handcrafted jewelry store started seeing a decline in customer satisfaction and repeat purchases. So he started sending CSAT surveys after every purchase to his customers to learn about their shopping experience, product quality, and overall satisfaction. Why should you Measure Customer Satisfaction?

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score Social Media Customer Loyalty 52

SurveySensum

JULY 4, 2023

Through initiatives such as fast and reliable shipping, easy returns, personalized recommendations, and exceptional customer service, Amazon has positioned itself as a leader in delivering a positive customer experience. This highlights the universal applicability of customer-centric strategies for driving business success.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Customer Feedback 52

SurveySensum

JULY 4, 2023

Through initiatives such as fast and reliable shipping, easy returns, personalized recommendations, and exceptional customer service, Amazon has positioned itself as a leader in delivering a positive customer experience. This highlights the universal applicability of customer-centric strategies for driving business success.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Customer Feedback 52

SurveySensum

JUNE 29, 2023

Well, here’s a startling statistic to ponder: 82% of customers stop doing business with a company due to poor customer service. – Techcrunch As a marketing expert, your goal is not just to attract customers but also to keep them satisfied and loyal. So, How Can You Create Personalized Customer Interactions?

Customer Satisfaction 52

Customer Satisfaction Social Media Customer Relationship Customer Retention 52

Totango

FEBRUARY 19, 2021

Know the Most Important Customer Satisfaction KPI Metrics to Monitor. Your customer satisfaction KPI data lends you invaluable insight into whether your customers are likely to buy from you again or promote you to others. Why Customer Satisfaction KPI Numbers Matter. Net Promoter Score (NPS).

Customer Satisfaction 63

Customer Satisfaction Net Promoter Score VOC NPS 63

SurveySensum

JUNE 19, 2023

So, in this blog post, we’re going to dive into five tips that can really help you improve customer satisfaction for your business. So, how can you deliver great customer experiences if you don’t even know their needs and expectations? This boosts customer satisfaction and business growth.

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score Social Media Sentiment Analysis 52

SurveySensum

JULY 2, 2023

Well CSAT tools will help you understand how satisfied your customers are, how you can reduce customer churn, and consequently, how you can improve your products and services. So without much ado, let’s jump straight into the list of top CSAT tools you can use to measure satisfaction. with dynamic themes available.

Customer Satisfaction 52

Customer Satisfaction Social Media Text Analytics Actionable Insights 52

SurveySensum

MAY 19, 2023

This is where Net Promoter Score (NPS) comes into play. This CX metric has the ability to gauge customer loyalty and predict business growth. Using NPS in banks, it can get to the heart of why customers would or wouldn’t recommend them to others. How to use NPS in banking and financial services?

NPS 52

NPS Net Promoter Score Customer Loyalty Close the Loop 52

Fonolo

SEPTEMBER 7, 2017

And as you know, a happy customer is the result of having positive experiences with your business, which leads to increased customer satisfaction and ultimately revenue generation. While CSat tells you how happy customers are, NPS measures customer loyalty, and CES helps you understand where grievances lie.

Customer Satisfaction 111

Customer Satisfaction Net Promoter Score Contact Center NPS 111

Totango

SEPTEMBER 14, 2021

Knowing what influences customer satisfaction can help you improve your clients’ experience and increase retention rates. We’ll cover a range of variables, spanning customer service performance to customer loyalty incentives. How Easy Is It for Customers to Contact You? Do You Express Customer Appreciation?

Customer Satisfaction 88

Customer Satisfaction Net Promoter Score Customer Loyalty Technology 88

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

Fonolo

MARCH 16, 2023

KPIs monitor just about everything that happens in a contact center: workflow, scheduling, attendance, agent performance , and customer satisfaction. Or signals that pinpoint places to improve the customer experience, reduce friction and optimize for efficiency. We want the customer to be happy.”

Contact Center 151

Contact Center Sentiment Analysis NPS Customer Satisfaction 151

Win the Customer

JULY 6, 2023

In today’s competitive business landscape, providing exceptional customer service is no longer just an option; it’s a necessity. To ensure consistently high levels of customer satisfaction and operational efficiency, many organizations turn to Six Sigma methodologies.

Net Promoter Score 52

Net Promoter Score Customer Service Customer Satisfaction NPS 52

Fonolo

JUNE 7, 2022

Setting goals with your contact center agents will support your most important profit driver: your customer base. Finance-focused CFO might see customer service as separate from the company’s financial goals. Why Team Customer Service Goals Important are — and Why Call Center Agents Need to Be Involved.

Customer Service 81

Customer Service Net Promoter Score Contact Center Finance 81

SurveySensum

SEPTEMBER 2, 2019

What is a Customer Satisfaction (CSAT) Survey? A customer satisfaction (CSAT) survey is defined as a set of questions asked to a customer, to gauge their level of satisfaction with a product or service or organization. Why is it important to conduct period customer satisfaction survey questions?

Customer Satisfaction 69

Customer Satisfaction Net Promoter Score E-commerce B2C 69

VOZIQ

JUNE 7, 2023

The net promoter score (NPS) is a widely used customer satisfaction metric that helps companies measure customer loyalty and predict business growth. A high NPS can also help you increase your customer lifetime value (CLV). In a manner, CLV has a strong correlation with the NPS.

NPS 40

NPS Net Promoter Score Machine Learning Sentiment Analysis 40

VOZIQ

JUNE 7, 2023

The net promoter score (NPS) is a widely used customer satisfaction metric that helps companies measure customer loyalty and predict business growth. A high NPS can also help you increase your customer lifetime value (CLV). In a manner, CLV has a strong correlation with the NPS.

NPS 40

NPS Net Promoter Score Machine Learning Sentiment Analysis 40

Fonolo

NOVEMBER 30, 2021

If you were a brick-and-mortar-only business pre-pandemic, chances are you quickly pivoted to provide online shopping options for your customers. Creating a Customer Service Strategy That Drives Business Growth. Train your agents to be customer service obsessed. Net Promoter Score (NPS). . Not sure how?

Retail 87

Retail Customer Service Net Promoter Score Contact Center 87

SurveySensum

DECEMBER 2, 2021

NPS Benchmark for Industries and Affecting Factors. Bird’s eye view of NPS benchmarks across industries. Going beyond the benchmark NPS: How can SurveySensum help? Bird’s eye view of NPS benchmarks across industries. To get a brief idea of where your business stands in terms of NPS, you must know the industry benchmark.

Net Promoter Score 52

Net Promoter Score NPS Text Analytics Hospitality 52

Zendesk

OCTOBER 20, 2023

The right customer service plan is like the Infinity Gauntlet in the Marvel Universe. Similarly, a customer service plan captures and displays the crucial elements of customer service in a living document. The plan gives your business a blueprint to achieve your customer service goals.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

Uniphore

DECEMBER 13, 2021

To remain competitive in this increasingly digital landscape, retailers must create an inviting and intuitive customer experience that works seamlessly from end to end and across all channels. In fact, customers routinely rank high-quality customer service and timely issue resolution among the most important online shopping considerations.

Retail 262

Retail Net Promoter Score Customer Experience NPS 262

Help Scout

SEPTEMBER 7, 2021

Customer satisfaction and customer service quality are not necessarily linked at all, and that’s a problem because plenty of customer service teams rely on CSAT and NPS surveys to judge their performances. Step 1: Define customer service quality for your company.

Customer Service 116

Customer Service Scorecard NPS Customer Satisfaction 116

Fonolo

JUNE 7, 2022

Setting goals with your contact center agents will support your most important profit driver: your customer base. Finance-focused CFO might see customer service as separate from the company’s financial goals. Why Team Customer Service Goals Important are — and Why Call Center Agents Need to Be Involved.

Customer Service 67

Customer Service Net Promoter Score Contact Center Finance 67

Fonolo

JULY 8, 2021

Companies use all sorts of metrics and techniques to evaluate their customers’ satisfaction with their products and services. Google reviews, social media activity, and customer service surveys all help companies learn about their customers’ experiences. What is a Net Promoter Score? Net Promoter scale.

Net Promoter Score 142

Net Promoter Score Contact Center NPS Customer Satisfaction 142

SurveySensum

JULY 21, 2022

Free NPS Calculator. Assess the NPS score after Calculation: Methods. What is a bad NPS Score? Benchmark your NPS Score. Frequently Asked Questions (FAQ) about NPS and its calculation. Calculating the Net Promoter Score is critical to gauge your customers’ satisfaction and loyalty. It’s totally free!

Net Promoter Score 59

Net Promoter Score NPS Sentiment Analysis Hospitality 59

SurveySensum

FEBRUARY 24, 2023

In today’s competitive market, customer satisfaction is crucial for businesses to succeed. After all, the longer you keep your customers satisfied, the more likely they are to stay loyal to your brand and continue to invest in your products. Ready to take your customer satisfaction to the next level?

Customer Satisfaction 52

Customer Satisfaction Touchpoint Customer Feedback CRM 52

Fonolo

NOVEMBER 2, 2021

If customers don’t interact with your business, you really don’t have a business, which puts a well-strategized and successful customer service strategy at the forefront of contact center success. Creating a Customer Service Strategy That Drives Business Growth. How to build a customer service strategy.

Net Promoter Score 95

Net Promoter Score Customer Service Contact Center E-commerce 95