Fonolo

SEPTEMBER 13, 2022

You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback. In fact, one hospitality study found that active listening offers the impression of preferential service. Thousands, right? Thousands again. Through after-call surveys.

Net Promoter Score 150

Net Promoter Score Contact Center Hospitality Hospitality 150

Beyond Philosophy

JUNE 27, 2019

Our research shows that there are clusters of emotions that directly impact a company’s Net Promoter Score and other value metrics. For example, we worked with a hospital system that had learned its patients wanted more time with their doctors. Are You Ready for Facial Recognition Technology in Your CX?

Net Promoter Score 138

Net Promoter Score Hospitality Hospitality Customer Loyalty 138

Beyond Philosophy

MAY 9, 2019

When I say value, I’m talking about spending or increase in their Net Promoter Score (NPS), which measures how likely they are to recommend you to friends and family. For example, we did Emotional Signature research for a hospital system. Neither will spending more time with patients but talking down to them.

CX 151

CX Net Promoter Score Hospitality Hospitality 151

Zendesk

MAY 2, 2022

While other businesses shuttered their doors, hospitals and insurance providers pushed their limits to care for patients. With all this at stake, it’s critical to give your care team the right technology to do their job well. Relying on technology to collect key patient data saves providers valuable time.

Healthcare 52

Healthcare Net Promoter Score Customer Experience Hospitality 52

Execs In The Know

MAY 4, 2023

I began my career in the hospitality industry focusing on weddings and I loved it! So, while loyalty and service have always been at the core of the brand, we knew we needed to get post-purchase behavior, word of mouth, and Net Promoter Score (NPS) right. Our number one goal is to show up for them in an accessible way.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

ECXO

MARCH 21, 2023

Metrics such as Customer Satisfaction Scores (CSAT), Adoption Rate (AR), Net Promoter Scores (NPS)–(which I do not recommend due to the transactional aspect of it,) and Customer Effort Scores (CES), and many others will help quantify and qualify the CX outcomes of your organisation, and provide insights for optimizing it.

Customer Experience Maturity Model 98

Customer Experience Maturity Model B2B CX Customer Experience 98

Qualtrics

FEBRUARY 16, 2021

Within the hospitality service sector, great guest experience is a well-known cause of happy reviews and repeat business. Listen to how travel and hospitality organizations are reimagining the guest experience. Guest expectations are changing and the hospitality industry needs to adapt. What is guest experience?

Hospitality 49

Hospitality Hospitality Net Promoter Score Start-ups 49