CSAT.AI

APRIL 5, 2023

G-K Gamification: Use of gaming style methods to encourage or guide certain customer or agent behaviors. Net Promoter Score (NPS®): This metric measures the likelihood of a customer to recommend a product or service to others on a scale of 0-10. Net Promoter, Net Promoter Score, and NPS are trademarks of NICE Satmetrix, Inc.,

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

ClearAction

OCTOBER 1, 2018

This conclusion is reinforced by Temkin Groups’ annual Voice of the Customer (VoC) Maturity study. Year after year in this study, the vast majority of companies are still in the Collector and Analyzer stages of VoC maturity. Flowing CXM starts with VoC as the shaper of corporate strategy and culture. align company to CX.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

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

Heart of the Customer

NOVEMBER 6, 2014

We’ve all heard of car salespeople, retail employees and restaurant staff who game the system. Now combine gaming with survey fatigue. Ignore the title, because the text of the article tells you that NPS didn’t help the system – it was text analytics that made the difference.

Text Analytics 92

Text Analytics NPS VOC Gaming 92

ClearAction

DECEMBER 31, 2017

Ask 10 companies what their customer experience strategy is and you’ll likely get 10 very different combinations of alphabet soup*: CJM, CRM, VoC, UX, FCR, NPS, AI, self-service, digital marketing, word-of-mouth, customer success, retention programs, loyalty programs, and so forth. Plug these into the spinner and see your fortune.

Customer Experience 79

Customer Experience Net Promoter Score Customer Journey Map VOC 79

Lumoa

MARCH 20, 2018

Why is NPS ® going up or down? Check this out: The ultimate guide to CSAT by Hubspot, How to choose a customer experience metric , Comparison of CSAT vs. NPS , Detailed difference between CSAT and NPS. net promoter score Net Promoter Score, or often, NPS, is a numerical part of the Net Promoter System, customer metric.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

SurveySensum

NOVEMBER 10, 2023

Using an efficient website feedback tool is a game-changer for online businesses. The tool allows users to create industry-specific and objective-specific surveys like NPS, CSAT, CES , CSI, Onboarding, Feature Prioritization, and others. Customer Review Source Launch Your First NPS, CSAT or CES Survey – Sign Up for Free!

Sentiment Analysis 52

Sentiment Analysis Actionable Insights Social Media Start-ups 52

SurveySensum

SEPTEMBER 21, 2023

Source Boost Customer Loyalty With NPS Surveys- Sign Up for Free 3. So, create an efficient VoC Program and start listening to them. Use Gamification To Keep Your Customers Invested The strategy of gamification is indeed a game changer to keep your customers hooked. Your experience must have been frustrating, right?

Customer Retention 52

Customer Retention Non-Profits Social Media Gaming 52

ClearAction

DECEMBER 16, 2017

You might have a few games as you start out that miss the mark for some of your fans — investors — in favor of getting your hand-offs and game plans firmly established among the whole team — to win unquenchable passion of all your fans (including investors). Regardless of your awesome VoC, CRM, UX, DX, CS, NPS, etc.,

Customer Experience 89

Customer Experience Sports Non-Profits Gaming 89

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. The post Why Selling to Businesses Changes the CX Game & What You Need to Know to Win appeared first on Waypoint Group. Market research style surveys will no longer suffice to provide the info needed to understand customer success.

Gaming 40

Gaming B2B CX B2C 40

Execs In The Know

MARCH 15, 2023

To surpass their expectations, you need to stay ahead of the game. The three KPIs that garner the most attention at the majority of institutions include CSAT/VoC, FCR, and NPS (page 58). Happy customers are key to sustaining a thriving business, and achieving this depends greatly on providing exceptional customer service.

CX 52

CX Artificial Intelligence Touchpoint Customer Loyalty 52

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. James Hardwick – Industry Director for Gaming, Media, Entertainment, and Software at Oracle. Ali Malik – CCXP, CX/EX/VOC/MS Specialist, Brands Strategist & Enabler, Author, Activist.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Lumoa

MARCH 20, 2018

Why is NPS ® going up or down? Check this out: The ultimate guide to CSAT by Hubspot, How to choose a customer experience metric , Comparison of CSAT vs. NPS , Detailed difference between CSAT and NPS. net promoter score Net Promoter Score, or often, NPS, is a numerical part of the Net Promoter System, customer metric.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Fonolo

NOVEMBER 17, 2020

Understanding these trends will help strengthen your contact center game and give you “hero status” with customers and employees. While the cause of the high turnover rate is debatable, managers can help keep agents motivated via interactive, game-like principles in different contexts. Voice of the Customer (VOC).

Contact Center 176

Contact Center CX Social Media Omnichannel 176

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.

Net Promoter Score 56

Net Promoter Score Close the Loop Key Driver Analysis NPS 56

Steven Van Belleghem

DECEMBER 6, 2021

Popular survey tools like NPS, CSAT, Customer Effort and other metrics are extremely important, but realize they are a history lesson. Aggregating and centralizing all sources of Voice of Customer (VoC) feedback (i.e. Customer questionnaires are expanding to include more than the traditional Net Promoter (NPS) rating.

CX 123

CX Customer Experience Non-Profits Social Media 123

Callminer

JULY 23, 2019

If you’re focused on getting the most out of every agent, no other contact center performance management tool or workplace incentive can hold a candle to an agent-level VoC program.” and device a customized game plan to discuss these weak points, the reason behind them, and the things you and the agent can do to surpass the challenges.

Contact Center 140

Contact Center Construction Start-ups Net Promoter Score 140

Waypoint Group

MAY 23, 2018

Avoid the “telephone” game that has skeptics contradicting what you hear from various customer meetings because they’ve heard something different from a smaller set of customer contacts. You’re all on the same team and should be working from the identical inputs to get to the right outcomes.

Non-Profits 40

Non-Profits B2B Sales Voice of the Customer 40