Experience Investigators by 360Connext

JANUARY 7, 2025

Customer Touchpoints : Your CX program centers on customer touchpoints, which are every point of interaction with customers (both direct and indirect). Youll identify metrics youll track to prove these outcomes, and we explain metrics more below. Critique my existing customer personas based on the data Ive shared.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

GetFeedback

SEPTEMBER 13, 2018

If you want to confidently predict which customers will be referrers and which will repurchase, look no farther than NPS, or Net Promoter Score. NPS surveys ask, How likely are you to recommend us? You can use NPS to segment customers into three groups: Promoters, Passives, and Detractors. There’s other uses for NPS, too.

Net Promoter Score 247

Net Promoter Score Customer Journey Mapping NPS Customer Journey 247

CloudCherry

MARCH 19, 2019

NPS can’t be your North Star. Traditional CX metrics like customer satisfaction, customer effort and NPS are not directly tied to making money moves. NPS was always meant to be a proxy for true customer loyalty, because we didn’t have the means to measure it before. At what point does increasing NPS have decreasing returns?

Financial 218

Financial Metrics Customer Journey Mapping NPS 218

PeopleMetrics

MARCH 6, 2025

For that reason, super-short surveys are increasingly popular, often consisting of just one or two questions: the likelihood that the customer will recommend your company (NPS) and an open-ended "why?" NPS doesnt measure the latest interaction. NPS doesnt measure the latest interaction. Can AI alone save your job?

Net Promoter Score 117

Net Promoter Score Hotels NPS B2C 117

InMoment XI

MARCH 20, 2024

In the midst of a financial industry crisis, Metro Bank emerged in 2010 with a bold vision—to create fans, not just customers. Breaking the mould of traditional banking, Metro Bank embarked on a mission to revolutionise the banking experience in the UK. From the outset, Metro Bank sought to rewrite the rules of banking.

Customer Centricity 195

Customer Centricity Net Promoter Score Banking 2010 195

Experience Investigators by 360Connext

NOVEMBER 30, 2021

Is there a specific journey or group of touchpoints you want to address? Now that your goals have been defined and communicated, you can dive into specific touchpoints along the way. A great activity to try at this stage is Customer Journey Storyboarding, which can help you identify key touchpoints in a simple, visual way.

Customer Experience 367

Customer Experience Customer Journey Mapping Customer Journey Touchpoint 367

CloudCherry

NOVEMBER 9, 2018

This loyalty translates to an insanely high Net Promoter Score (NPS). And while it’s hard to pinpoint exactly where it stands at any one moment, it’s widely accepted that Apple’s current NPS hovers around 72. Current NPS: 75. Across each of these touchpoints, their focus on closing the loop with members. Current NPS: 77.

NPS 150

NPS Net Promoter Score Banking Touchpoint 150

Experience Investigators by 360Connext

APRIL 23, 2024

Metrics from customer surveys like Net Promoter Score (NPS) or Customer Satisfaction Rate (CSAT) are measurements from a certain group of customers to consider in your strategic decisions. For instance, referred customers at a German bank were found to be 25% more profitable than those acquired through other channels.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Solvvy

JULY 8, 2022

But collecting customer feedback and finding an effective way to measure customer satisfaction—often by unraveling the answer to the question of how to use CSAT or NPS—is vital to your brand’s success. And, as with any tool, you need to use CSAT and NPS correctly to get the most value from them.

NPS 106

NPS Metrics Customer Success Net Promoter Score 106

Thematic

MARCH 20, 2025

Just look at Atom Bank. Define KPIs such as NPS, customer retention, support ticket resolution time, or revenue impact. Remember Atom Bank? For example, Vodafone leveraged Thematic to track Touchpoint Net Promoter Score (tNPS) in real-time, allowing teams to triage customer concerns before they escalated​ 6.

Customer Insights 62

Customer Insights Insights Net Promoter Score NPS 62

Pointillist

AUGUST 26, 2019

By Steve Offsey Customer Experience metrics like Net Promoter Score® (NPS®) clearly matter. NPS has gained a lot of traction in recent years and is now the most widely used CX metric. But now that you’re measuring it, how do you improve NPS? In this post, I’ll provide a detailed look at how to improve NPS.

NPS 79

NPS Net Promoter Score ROI Measurement 79

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

Teams are responsible for everything from designing and collecting feedback to designing better touchpoints and end-to-end experiences. Net Promoter Score (NPS) or Customer Effort Score (CES) or even the simple customer satisfaction rating each tell part of the story of your customers’ relationship with your brand.

Net Promoter Score 244

Net Promoter Score 2017 Banking Metrics 244

InMoment XI

NOVEMBER 15, 2023

There are four common customer experience analytics metrics: Net Promoter Score (NPS) Net Promoter Score , or NPS, is a widely used metric to measure customer loyalty. Consider a mobile banking app that recently updated its user interface. These sources include surveys, social media, reviews, and customer support interactions.

Insights 243

Insights E Commerce Customer Experience E-support 243

SurveySensum

MAY 19, 2023

Customer loyalty and satisfaction are crucial when it comes to banks. More than often, customers are attracted to banks that value them and offer good service. But when every bank strives to achieve the same, how can you get a competitive edge? This is where Net Promoter Score (NPS) comes into play.

Banking 52

Banking NPS Net Promoter Score Financial 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 78

NPS Net Promoter Score CEM Banking 78

CloudCherry

DECEMBER 1, 2018

Credit unions need information at-a-glance to help understand how their member base feels and acts across multiple branches and touchpoint. Within the CloudCherry platform, our CrossTabs reporting feature provides snapshot data from multiple touchpoints. Each set of touchpoints and channels are assigned to different stages.

CEM 150

CEM Net Promoter Score Touchpoint NPS 150

CloudCherry

OCTOBER 19, 2018

Credit unions need information at-a-glance to help understand how their member base feels and acts across multiple branches and touchpoint. Within the CloudCherry platform, our CrossTabs reporting feature provides snapshot data from multiple touchpoints. Each set of touchpoints and channels are assigned to different stages.

CEM 150

CEM Net Promoter Score Touchpoint NPS 150

PeopleMetrics

JANUARY 15, 2020

2020 is here, and this year, many of our banking clients have made measuring and improving customer experience a strategic priority. No matter where you fall on that spectrum, here are 3 things to consider as you're thinking about your bank’s 2020 CX program: 1. Is NPS the right metric? Conclusion.

Banking 54

Banking 2020 Measurement Touchpoint 54

Experience Investigators by 360Connext

JANUARY 26, 2021

Voice of the Customer programs help organizations keep a finger on the pulse of how they’re meeting customer needs , with VoC data revealing how customers feel about the brand, their experience, and specific interactions and touchpoints at scale. It can be addicting to follow ratings like NPS go up and down. It was fascinating.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

inQuba

MARCH 27, 2025

Intervention Design The right solution enables personalized interventions to influence customer behavior at critical touchpoints. For instance, a leading South African retail bank partnered with us to optimize its card application journey. Improved Net Promoter Score (NPS) compared to benchmarks.

Net Promoter Score 52

Net Promoter Score ROI Customer Journey Measurement 52

Thematic

JANUARY 29, 2025

Clean, structured data makes it easier to uncover insights from net promoter score (NPS) surveys , reviews, and social media comments. This approach helped Atom Bank identify customer frustrations around their app’s user interface and make targeted improvements. A significant boost in Touchpoint Net Promoter Score (tNPS).

Feedback 62

Feedback Net Promoter Score Social Media 2028 62

InMoment XI

OCTOBER 8, 2024

Customer experience improvement refers to enhancing the interactions and overall satisfaction a customer has with your business across all touchpoints. Consumers are rarely visiting branches, and digital banking usage has increased exponentially. This will help you understand the most important touchpoints and make an initial plan.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

Thematic

OCTOBER 30, 2024

Net Promoter Score (NPS) : NPS is a metric that measures customer loyalty and satisfaction by asking customers how likely they are to recommend the brand to others. Meanwhile, Walmart runs detailed surveys to check customer satisfaction, measure its Net Promoter Score (NPS), and make changes based on customers' preferences.

Voice of Customer 62

Voice of Customer Insights E Commerce E-support 62

Pointillist

SEPTEMBER 10, 2020

In this post, I’ll discuss how organizations are using customer journey orchestration to improve personalization decisions across all channels and touchpoints, enhance CX and achieve their business goals. Traditionally, personalization at each touchpoint falls under the purview of the touchpoint owner.

Customer Journey 128

Customer Journey Touchpoint Customers Interaction 128

Uniphore

NOVEMBER 16, 2021

The challenges of the pandemic thrust banks that were struggling to remain relevant and their customers who were still digital holdouts into the same situation: learn how to shift banking activity from in person to online practically overnight. Today digital banking is the norm rather than the exception and there’s no going back.

Banking 52

Banking Net Promoter Score Contact Center Average Handle Time 52

Experience Investigators by 360Connext

FEBRUARY 9, 2021

In one research study , a bank in Germany found that In a study of almost 10,000 accounts, referred customers were 25 % more profitable than customers acquired in other ways. The same report showed proactive service results in a full-point increase in Net Promoter Score (NPS) and other experience metrics.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

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 126

NPS Net Promoter Score Metrics Effort Score 126

SurveySensum

APRIL 30, 2020

What is the Net Promoter Score (NPS)? In 2003, a loyalty consultant Fred Reichheld proposed a simple method to measure customer loyalty, called the Net Promoter Score® (NPS®) system. NPS is based on the question “On a scale of 0-10, how likely is it that you would recommend [company name /product/service] to a friend or colleague?”.

Net Promoter Score 52

Net Promoter Score NPS Touchpoint 2003 52

Clarabridge

MARCH 8, 2017

Financial regulatory laws strictly govern the handling of complaints in banks and other financial institutions. The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines. By working with Clarabridge, this bank resolved these challenges. Making a bigger impact.

Banking 45

Banking Management Net Promoter Score Financial 45

Clarabridge

MARCH 8, 2017

Financial regulatory laws strictly govern the handling of complaints in banks and other financial institutions. The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines. By working with Clarabridge, this bank resolved these challenges. Making a bigger impact.

Banking 45

Banking Management Net Promoter Score Financial 45

SurveySensum

JULY 9, 2024

And because of this experience, the coffee giant currently enjoys an NPS score of 77, one of the highest in the sector! Key Drivers of Starbucks NPS Score 1. Now, these are all the key drivers behind Starbucks NPS score , but there is one important driver that needs an honorable mention. Fascinating, right? Yes, that’s right.

NPS 52

NPS Loyalty Loyalty Programs 2016 52

Pointillist

JANUARY 19, 2022

Measuring customer experience with Voice of the Customer metrics, such as Net Promoter Score (NPS) ® , is considered a best practice for companies of any size. Typically, customer feedback is only measured in aggregate, by segment or after isolated transactions at individual touchpoints. But it has its limitations.

Customer Journey 75

Customer Journey Measurement Net Promoter Score Metrics 75

Pointillist

SEPTEMBER 18, 2019

Today, your customers expect a consistent, high-quality experience, as they interact with your organization across an ever-growing set of touchpoints and channels. These days, you can listen to a public company’s earnings call and hear the CEO talk to investors about their NPS score. Everyone’s measuring it.

Customer Journey 84

Customer Journey ROI Multi-Channel Touchpoint 84

Answer Dash

NOVEMBER 27, 2018

While many companies focus on scores such as Customer Satisfaction (CSAT) and Net Promoter Score (NPS), they’re overlooking a more important metric that is more intricate. The ideal set-up of a CES survey would be to identify the common customer touchpoints that have the largest impact on customer experience. That’s where CES comes in.

Effort Score 76

Effort Score Metrics Net Promoter Score NPS 76

Chattermill

JUNE 3, 2019

Net Promoter Score (NPS). Net Promoter Score (NPS) measures the loyalty of customers to a company. NPS scores are measured with a single question survey and reported with a number from 0-100, a higher rating is desirable. NPS is an excellent way of understanding the overall customer perception of your brand.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

Thematic

JANUARY 16, 2025

They used Thematic to tackle their Touchpoint Net Promoter Score (tNPS) across customer-facing teams. Smith & Smith , a vehicle glass repair company in New Zealand, used Thematic to categorize customer themes and connect them to Net Promoter Scores (NPS). This improved customer satisfaction and their Net Promoter Score (NPS).

Net Promoter Score 62

Net Promoter Score Social Media Feedback Insights 62

Currency Alliance

JUNE 11, 2019

A 2018 Collinson study reported that 66% of financial services professionals say their bank “does not understand why customers are loyal or have a strategy to strengthen customer relationships”[i]. People are more likely to leave their spouse than their bank[ii], so it might seem that banks have no case to answer. Extra what?

Banking 40

Banking Loyalty Consumers Loyalty Programs 40