Beyond Philosophy

NOVEMBER 18, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Centricity 129

Customer Centricity Net Promoter Score Social Media Books 129

Thematic

MARCH 30, 2025

For customer experience teams, KPIs like customer satisfaction score (CSAT) , net promoter score (NPS) , and customer effort score (CES) help quantify how well you’re meeting customer needs. Ultimately, it helps ensure a boost in customer satisfaction. Curious what your customer data is really saying?

Customer Insights 62

Customer Insights Insights Feedback E-support 62

customer sure

JANUARY 20, 2025

You might have the most customer-centric mission statement in the world, but it can be destroyed in a moment by a casual comment which betrays an inauthentic attitude to customers. One is to make sure earning customer retention through great service receives as much focus, investment and reward as winning new business.

2025 62

2025 Net Promoter Score ROI Customer Centricity 62

Beyond Philosophy

SEPTEMBER 15, 2015

Did you know Netflix’s Net Promoter Score (NPS) is higher than the cable companies? This poor Customer Experience is one reason I now use Netflix more than my cable company. This poor Customer Experience is one reason I now use Netflix more than my cable company. One of the frequent questions I get is, “Our NPS is XX.

Net Promoter Score 153

Net Promoter Score NPS Banking 2003 153

SurveySensum

DECEMBER 18, 2024

NPS aims to unravel customers sentiments. You can receive a score of 35 or 50 or 63 which determines how happy or unhappy your customers are. But how can you know if it is a good or bad NPS score ? But for that, we must first understand what NPS is and how NPS is calculated. Scroll down and find out.

Net Promoter Score 52

Net Promoter Score NPS Insurance Metrics 52

Thematic

FEBRUARY 24, 2025

It takes a fast and flexible approach to gathering feedback, ensuring customer insights drive key business decisions. Their lean research team uses AI-powered analytics to process thousands of net promoter score (NPS) survey responses, identifying real-time pain points. Book free guided trial of Thematic 6. One example?

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

AskNicely

AUGUST 1, 2018

Your boss and your boss’s boss just came from a seminar on Net Promoter Score (NPS) and want you to implement an NPS program this week. You want to show them that not only are you on top of their request, but you can give them the results they are looking for — customer retention and growth. Map your customer journey.

NPS 60

NPS Net Promoter Score Seminar Customer Retention 60

Beyond Philosophy

OCTOBER 14, 2014

These four actions evoke emotions that develop a relationship built on a foundation of trust, which can flourish into Customer retention and loyalty over time. Colin Shaw is the founder and CEO of Beyond Philosophy, one of the world’s first organizations devoted to customer experience. Which ones do poorly?

Net Promoter Score 102

Net Promoter Score CEM Books Customer Retention 102

Beyond Philosophy

MARCH 19, 2019

Bell recommends pilot programs to serve as evidence that providing innovative customer service works to increase customer retention and loyalty for your senior management team. Define customer loyalty for your organization. A common mistake is thinking that customer retention is loyalty. organizations.

Innovation 135

Innovation Customer Centricity NPS Loyalty 135

SurveySensum

AUGUST 21, 2023

However, the good news is that some have managed to double their revenue through effective customer retention strategies. In SaaS businesses, subscription deals are offered where customers pay either monthly or yearly to use their software. In such a scenario, retaining existing customers becomes even more challenging.

Customer Retention 52

Customer Retention B2B NPS Demo 52

Beyond Philosophy

AUGUST 16, 2018

We do, though discuss dozens of theories on our weekly podcast and we even wrote a book about some of them! Here’s how: Six Questions to Help You Implement Your Customer Experience Theories. The Net Promoter Score (NPS) measures how likely a person is to recommend you to others. Otherwise, why bother?

Net Promoter Score 184

Net Promoter Score Consulting NPS Measurement 184

Calabrio

MARCH 25, 2025

Driving Business Growth and Success: Exceptional customer experiences translate to increased customer retention, positive word-of-mouth referrals, and ultimately, significant business growth. Net Promoter Score (NPS): NPS measures customer loyalty by asking how likely they are to recommend your company.

Call Center 52

Call Center Measurement Contact Center Metrics 52

InMoment XI

OCTOBER 4, 2024

Here is how customer experience management helps make that possible for you: It enhances customer retention and loyalty. 83% of customers agree that they feel more loyal to brands that listen to their concerns and resolve their pain points. It increases revenue by bringing more sales from existing customers.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

Beyond Philosophy

FEBRUARY 10, 2020

Before we can answer these questions, let’s take a closer look at the three types of growth that exist in the marketplace: Traditional Growth: This type of growth is what many people picture when you say the word, and it includes customer retention and customer development activities.

2020 172

2020 Hospitality Return on Investment Telecommunications 172

SurveySparrow

FEBRUARY 22, 2024

Customer retention is one of the crucial aspects of business. Since it’s plain as sky that it’s harder to acquire a new customer than to retain one, most companies go retention. Now, the next hurdle is finding the apt tool or software to help with retention. And that’s probably why you are here, right?

Customer Retention 52

Customer Retention 2024 E-support Loyalty Programs 52

ChurnZero

AUGUST 15, 2024

One of the most effective ways to achieve this is to leverage AI for customer retention by using it to understand customer trends and mitigate churn risks. Now, back to crafting those perfect customer experiences—happy retaining! How to leverage AI for customer retention by identifying actionable trends.

Customer Retention 52

Customer Retention Management Touchpoint 2024 52

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is consistently helping his clients create a magical customer experience like Disney.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

SurveySensum

SEPTEMBER 21, 2023

This strategic move resulted in doubling their business, showcasing the power of leveraging customer retention to drive growth. Well, acquiring new customers can costs you five times more than keeping the ones you have. So, customer retention is indeed crucial. What is the Customer Retention Rate?

Customer Retention 52

Customer Retention 2023 Loyalty Programs Travel 52

SurveySensum

SEPTEMBER 8, 2023

This small case study shows that when companies move beyond the traditional customer satisfaction metric and rigorously measure NPS , they can find ways to make customers happier, which, in turn, can lead to increased revenue. Yet most businesses struggle to move beyond measuring their NPS.

NPS 52

NPS ROI Social Media Banking 52

Retently

AUGUST 3, 2023

For instance, Airbnb managed to generate a 25% uplift in bookings simply by introducing a referral program and leveraging its word-of-mouth publicity in marketing. Sales executives are often instructed to close customer queries soon in order to serve more customers.

Customer Experience 146

Customer Experience Net Promoter Score Social Media Reference 146

ShepHyken

JULY 26, 2019

Let’s Get Acquainted With the Term Customer Experience. Mainly referring to a customer’s perception of their overall interactions, customer experience has been considered as a critical driver of customer retention and acquisition. Here you get a chance to deliver excellent customer service. Final Verdict.

Blog 119

Blog Customer Experience Net Promoter Score Competitive Advantage 119

Beyond Philosophy

JULY 7, 2015

When it comes to measurement of your Emotional Signature work for your Customer Experience, a great place to start is with the Net Promoter Score (NPS). The NPS is a tool designed to measure the loyalty of your Customers. Using our systems, they improved their NPS from a -10 to a +30 in 30 months—a 40-point improvement.

Net Promoter Score 113

Net Promoter Score NPS Loyalty Webinar 113

Thematic

MARCH 30, 2025

Book free guided trial of Thematic 4. When customers take the time to provide feedback, they want to see action quickly—not months or years down the line. For instance, if your NPS was 25 and after a series of improvements, it's 35, that's a clear win to report. Define key metrics for your initiatives.

Feedback 62

Feedback Customer Centricity Culture Customers 62

Calabrio

MARCH 25, 2025

Growing in tandem along with the latest AI innovations busy transforming the role and capabilities of the modern contact center, todays VoC tools play a key part in shaping the future of customer experience, marketing, and beyond. It provides explicit insights into customer opinions and experiences. Customer support ticketing.

2025 52

2025 Contact Center Customer Journey Mapping Social Media 52

Happy or Not

APRIL 1, 2025

However, without a proper customer feedback strategy, companies risk missing out on valuable feedback that could help them refine their customer engagement techniques and improve customer loyalty strategies. What is survey fatigue, and why do customers avoid long surveys?

Feedback 36

Feedback Net Promoter Score Customer Satisfaction Customer Retention 36

ShepHyken

SEPTEMBER 4, 2023

You can’t download a report about digital or technology trends without being assailed with stats and surveys outlining how great CX is key to keeping and gaining customers. Finally, he presents the concept of “customer Service as an Experience.” 7 Small-Business Strategies for Customer Retention by Kalin Kassabov (Inc.

Article 70

Article Customer Service Hotels Hospitality 70

Wootric

APRIL 22, 2019

As purveyors of customer experience management software, we are fans of using the Net Promoter Score (NPS) system to boost customer happiness. NPS is the wildly popular customer loyalty metric that is used by Fortune 500 companies and startups alike to building customer centricity. What’s up with that?

NPS 40

NPS Net Promoter Score Customer Centricity Touchpoint 40

Customer Bliss

AUGUST 3, 2018

“A very small increase in customer retention can yield a huge impact on profitability.” Today’s guest, Rob Markey , reminds us of this important concept which he attributes to Fred Reichheld — both of whom co-authored the book, The Ultimate Question 2.0, How Net Promoter Companies Thrive in a Customer-Driven World.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Thematic

JANUARY 7, 2025

The best sentiment analysis tools give you a consistent, accurate analysis of how customers truly feel. That way, you can make and keep your customers happy. NPS) and qualitative (e.g., Prioritise feedback linked to critical outcomes like customer retention. surveys) feedback for a complete view.

Social Media 62

Social Media Feedback Net Promoter Score Multi-Channel 62

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Jay Nathan – Founder of Customer Imperative and Gain Grow Retain.

2020 132

2020 Customer Experience Magazine Consulting 132

InMoment XI

APRIL 3, 2024

By aligning digital customer experience metrics with overarching business strategies, your organization can ensure that your measurement efforts are not only meaningful but also actionable. To exemplify what a great digital customer experience looks like, let’s look at a guest’s experience with a hospitality brand. Access 3/12/2024.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

Thematic

OCTOBER 30, 2024

Customer reviews : Customer reviews on websites, apps, or social media can provide valuable feedback on products and services, highlighting areas for improvement. 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.

Voice of Customer 62

Voice of Customer Insights E Commerce E-support 62

Calabrio

MARCH 5, 2025

Meanwhile, the AI-powered Trending Topics feature can be used to automatically sort all your conversations into a prioritized list of about 100 of your customers most common concerns. It’s about leading the way in customer satisfaction, loyalty, and business success. Book a free demo today to learn more.

2025 40

2025 Contact Center Omnichannel Net Promoter Score 40

Thematic

MARCH 2, 2025

This allowed them to improve features based on real customer needs. Reducing Churn & Increasing Loyalty Customer retention is critical; we said it before, and we say it again—more than half of consumers will leave a brand after just one bad experience. Set measurable objectives tied to customer insights (e.g.,

Customer Insights 62

Customer Insights Insights Social Media Feedback 62

Answer Dash

DECEMBER 7, 2019

A positive experience doesn’t just result in customer happiness but also leads to increased revenue. Let’s explore what customer experience means, and how to measure your key customer experience metrics. What’s Customer Experience? Let’s imagine that you’re booking a room at a hotel.

Metrics 79

Metrics Measurement Customer Experience Net Promoter Score 79

CustomerSuccessBox

MAY 17, 2021

So what are the proven hacks to driving customer retention ? Top 6 strategies/hacks to retain customers. So you’re growing and now want to scale up your customer retention and you’re contemplating automation. But automating every step is not the solution for scaling retention using customer success.

Customer Retention 52

Customer Retention Touchpoint Customer Success Customers 52

AskNicely

AUGUST 17, 2018

This creates an emotional bond between the customer and your brand. Emotional bonds create lasting relationships for growth and customer retention. Obsession expressed through actioning customer feedback. It used to be that companies set up focus groups to try to capture the voice of the customer (VoC).

Competitive Advantage 60

Competitive Advantage Feedback Net Promoter Score NPS 60