Fonolo

OCTOBER 4, 2017

This agreement is called the “PSA” or Plan Support Agreement (an inscrutably bland legal acronym, if I ever saw one) and it basically says who’s getting how much of a haircut on which debt. What’s Inside: What is CSat, NPS, and CES. This was the big step everyone was waiting for. September 12: The Plan is Heading to a Vote.

Contact Center 173

Contact Center Legal Gaming Customer Satisfaction 173

ClearAction

OCTOBER 12, 2022

NPS, CSAT, FCR, Health / Effort Score, etc.) Customer Acquisition Costs (CAC) are influenced by Net Promoter Score (NPS), Health Score, and Satisfaction ratings. Similarly, Health Score combines NPS + overall satisfaction + Service inquiries + product usage. Why are experience management metrics the #1 challenge year after year?

Key Driver Analysis 62

Key Driver Analysis Non-Profits Net Promoter Score NPS 62

Lightico

APRIL 17, 2023

Moreover, collections departments in auto finance companies are often bogged down with legal demands and chasing customers. This creates a significant amount of back and forth between the lender and the customer, which can be a time-consuming process.

Finance 52

Finance Net Promoter Score Legal Compliance 52

CSAT.AI

NOVEMBER 18, 2021

Examples: Having the smallest abandon rate in your sector Improve CSAT or NPS as compared to your industry Improve customer loyalty. One area for immediate escalation or intervention is abusive language or legal threats. All of these inform a workflow. Let’s start with focus. QA Hierarchy. This is the easiest way to reduce escalation.

AI 96

AI Legal CX NPS 96

Customer Bliss

AUGUST 15, 2017

Annette Höher-Bäuerle went from being internal legal counsel at the Thomas Cook Group to leading all of Customer Experience globally. In 2010, she decided to leave the legal field with the aim to move closer to the actual operations and to focus on putting the customer first. Episode Overview. They thought it would cost too much, etc.

Legal 81

Legal CX Business Administration Touchpoint 81

Lightico

JULY 5, 2021

As a result of these service-level issues, customers are at risk of escalating their cases, getting entangled in legal disputes, and even churning. Improved Net Promoter Score (NPS) / Customer Satisfaction Score (CSAT). Improved NPS/CSAT. Improved NPS/CSAT. Improved NPS/CSAT. Improved NPS/CSAT. Improved FCR.

NPS 52

NPS Net Promoter Score Legal Compliance 52

Beyond Philosophy

SEPTEMBER 6, 2017

Assesses by an indicator with a direct tie to your CES, which for most organizations is NPS score. Yes, finance, legal, accounts receivable, we are talking about you. Once you have these two areas covered, you should be fine, right? Not so fast. CX improvement measurement often misses a few other areas. Five, in fact.

Legal 121

Legal Finance CX NPS 121

Lightico

AUGUST 9, 2021

But receiving a crowded PDF form filled with legal statements and stipulations will lead to many customers pushing off this task and waiting until they can get that form printed so that they can review it carefully before signing. NPS / CSAT. Other times, they may be driven to a secured web portal to go through KYC identification.

Legal 52

Legal Contact Center NPS Customer Relationship 52

Lightico

MAY 4, 2022

Digital T&Cs allow sales agents to automatically send the relevant legal acknowledgments, and receive customer consent in one click. 15% higher NPS. Once telcos have digitally shared the Contract Information and Contract Summary, it’s easy for customers to instantly provide consent to the agreed-upon terms. 25% reduced AHT.

Compliance 52

Compliance Legal Sales Government 52

ClearAction

JANUARY 6, 2021

Stronger security and safety is enabled by facilities, legal, safety, operations, and other functional areas. When you focus customer experience excellence on your core-growth customers, your intentional customer experience can be much clearer and your NPS becomes more meaningful, less diluted. 9) Stop seeing NPS as your sure-win.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

Lightico

AUGUST 11, 2021

Entirely separate software solutions are pieced together to complete customer-facing experiences such as submitting forms and required documents, verifying ID, digitally signing applications, and approving legally binding terms and conditions. Improve customer experience and NPS. Improve self-service rate. Reduce staff overhead.

Compliance 52

Compliance NPS Touchpoint Start-ups 52

Lightico

JULY 26, 2021

Worse yet, they can lead to service-level issues including escalation, and even legal disputes. And looking at the larger picture, a negative fraud claim experience can and will often result in customer churn and lowered NPS for banks and financial institutions. Simplifying & Digitizing the Fraud Claim Process.

Contact Center 52

Contact Center Legal Start-ups NPS 52

Zendesk

JUNE 21, 2023

During the onboarding process: Explain the product and features Highlight the dos and don’ts of promoting the product Answer advocate questions about the rewards system Offer training if needed Mention any legal parameters Keep in mind the length and difficulty of the onboarding process.

Social Media 52

Social Media Net Promoter Score Education Construction 52

Qualtrics

JULY 6, 2020

In May, we profiled the telecoms giant Telefónica , who has seen an increase in Employee NPS in the last few months, and a general uptick in engagement across the board. And that it’s in line with both employee expectations, societal expectations and legal/national guidelines. We’re seeing similar trends with many of our customers.

Legal 40

Legal NPS 40

ClearAction

OCTOBER 16, 2019

For example, Legal and Operations functional areas obviously play major roles in customer experience performance. 1 2018 NPS® & CX Benchmarks Report , CustomerGauge. CEO-CMO alignment right-sizes expectations for Marketing’s role in customer experience management and revenue growth.

Customer Experience 59

Customer Experience Net Promoter Score Predictive Analytics Customer Acquisition 59

Waypoint Group

JUNE 13, 2018

Perhaps you’re working on behalf of power users, architects, IT managers, procurement and legal folks, etc. One more hint: Voice-of-customer <> NPS! Who is “the customer?” Are those contacts * exclusively * your customer? But more on that in the future, or contact me directly for tips on questionnaire design.

CX 40

CX NPS Legal Customer Feedback 40

Fonolo

MAY 7, 2015

Good call center managers are knowledgeable about internal affairs, such as technology, processes, branding, legal requirements, and human resources. CSat/NPS Score. As the manager of a contact center, you must be the resident authority in every aspect of the industry, as well as your business. Average Handle Time. Agent Satisfaction.

Contact Center 126

Contact Center Technology Technology Start-ups 126

Lightico

AUGUST 5, 2021

Any eligible banking customer is legally entitled to receive SCRA benefits on the date they enter active duty. As mentioned, the amount of legal scrutiny and regulation by the U.S. NPS / CSAT. When must banks provide SCRA benefits to eligible banking customers? Broken SCRA Processes: Painful for Customers, Risky for Banks.

Compliance 52

Compliance Legal Contact Center NPS 52

ClearAction

NOVEMBER 16, 2023

For instance, if NPS® is above a certain threshold or average ratings are in a certain range, then managers’ interpretation is there’s no effort needed from them. The NPS ® System advocates VoC managers’ efforts in engaging Promoters, Passives, and Detractors. Another hindrance to manager participation is VoC reporting.

VOC 62

VOC B2B Close the Loop Non-Profits 62

ClearAction

OCTOBER 1, 2018

Reap: quick-wins >> NPS & revenue (now). earn trust >> NPS & revenue (lifetime value). CXM status quo reaps quick wins as the path to immediate growth in NPS and revenue. CXM flow reaps trust as the path to customer lifetime value or sustained growth in NPS and revenue. Timeline: long slog to CX-centricity.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

ClearAction

JANUARY 20, 2020

It’s a new decade that will be characterized differently by social, economic, technology, legal and competitive forces. Every employee has a fiduciary responsibility to your company — a legal or ethical relationship of trust with company resources. CLV is the whole point of NPS® and all CX work!

CXM 120

CXM Customer Experience Non-Profits Close the Loop 120

ClearAction

JANUARY 20, 2020

It’s a new decade that will be characterized differently by social, economic, technology, legal and competitive forces. Every employee has a fiduciary responsibility to your company — a legal or ethical relationship of trust with company resources. CLV is the whole point of NPS® and all CX work!

CXM 90

CXM Non-Profits Close the Loop CX 90

ClientSuccess

JULY 1, 2019

Finance: Net Promoter Score (NPS) of contract and legal process. Other departments, such as HR, Finance, and IT, might have more qualitative KPIs, such as: . HR: Attend X trade shows or customer events annually. IT : X% investment of Sales budget dedicated to customer success tools and software.

Net Promoter Score 49

Net Promoter Score Finance Legal NPS 49

Lightico

JANUARY 19, 2022

This signature is tamper-proof, legally admissible, and effortless to submit. Higher NPS: Customers are happier due to reduced frustrations, and more likely to stay with the utility company for the long term. First payment acceptance. ACH/direct withdrawal. Enabling Quick Electronic Payments.

Legal 52

Legal Compliance NPS Touchpoint 52

Aquire

FEBRUARY 2, 2022

Outdated information won’t only affect customer experience, but it can also have legal implications for certain types of information. Connect them with NPS and CSAT surveys and other data to get the best insight into your customers. Keep it updated. Make sure your team regularly updates help center articles.

Omnichannel 52

Omnichannel Engineering AI Machine Learning 52

Callminer

NOVEMBER 18, 2020

Voice of the Customer, CSAT, NPS and Customer Advisory Boards). Especially in the legal industry, people want to be heard. Examples include measuring defects (issues) by agent, client, vendor, and call type. Leverage customer feedback mechanisms to monitor performance, shape policy and guide strategy (e.g.,

Contact Center 345

Contact Center Customer Satisfaction Customer Service Outlook 345

SixteenVentures

DECEMBER 31, 2019

There’s a 10th one: Customer Success is Not NPS… I’ve already addressed the psychological power of surveys and my thoughts on NPS therein, but I could spend another 3000 words on why NPS is just one input into Success Vector and why NPS is generally weighted way too heavy. BTW, this is NOT the time for an NPS survey!

Start-ups 136

Start-ups Sales NPS Non-Profits 136

Lumoa

JUNE 28, 2018

Customer experience touches every aspect of company’s work including the back-office functions: HR, legal and finance. "At The NPS is also what the whole company aims to improve all the time. We're trying to improve our NPS target constantly. We're trying to improve our NPS target constantly. It’s simple.

NPS 64

NPS Net Promoter Score Touchpoint Customer Feedback 64

Zendesk

FEBRUARY 27, 2021

Create proposals, quotes, contracts and invoices from leads, companies, people or deals – plus, collect legally binding electronic signatures. Zonka Feedback (Support) is the fastest way to collect real-time customer feedback with CSAT, CES and NPS Surveys.

Invoicing 90

Invoicing CRM Sentiment Analysis Omnichannel 90

Intercom, Inc.

MARCH 29, 2022

The rules and the regulations regarding consent of data sharing, regarding the legality of data holding, have torn up so many of the marketing playbooks out there. One is to measure NPS, and another is to understand the onboarding journey in a more meaningful way. Atlassian is a much larger organization, it’s a bigger ship. “The

Start-ups 118

Start-ups Innovation Sales NPS 118

Qualtrics

FEBRUARY 26, 2019

So people may don’t think about my team working with legal, but we do partner with them on how to improve the contracting experience, which is an important touchpoint to customers. Of course, I like Fred Reichheld as a champion and founder of NPS and his books, like The Ultimate Question and The Ultimate Question 2.0. I love that.

Non-Profits 37

Non-Profits Customer Experience B2C B2B 37

Intercom

DECEMBER 14, 2023

Let’s say a legal document. You can say to someone in your legal team, “Hey, I need a contract. That request will turn into 10 pages of legal stuff. And their legal team will be, “Yes, it does.” There are probably certain contexts, right? It’s got to do X, Y, and Z.”

AI 98

AI Start-ups Legal Technology 98