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Net Promoter Score (NPS) has been a cornerstone of Voice of the Customer (VoC) programs for decades. As I wrote in Listen or Die in 2017, NPS is simple, powerful, and universally understooda trusted measure of how well youre building loyalty among your customers. Fast forward to 2025, and while AI has revolutionized how we collect and analyze customer feedback, one truth remains: NPS isnt going anywhere.
The article was originally posted on Eglobalis.com/blog. You can find it here: Introduction B2B loyalty conjointly with adoption are the cornerstone of sustainable growth in an increasingly competitive global market. Unlike B2C relationships, which often revolve around needs, impulse and emotional buying, B2B relationships are built on a foundation of trust, consistent delivery, and mutual value creation.
Artificial Intelligence (AI) is everywhere these days, and it’s changing how businesses interact with their most prized asset: their customers. We’ve all experienced chatbots that can’t quite understand us or voice assistants that miss the mark. That’s where AI Orchestration comes in. Orchestration helps ensure that the right AI or multiple AI solutions come together to handle the right job at the right time, making service smoother and more effective.
In todays fast-paced business landscape, entrepreneurs must make decisions quickly and accurately to stay ahead of their competition. However, many entrepreneurs rely on intuition rather than leveraging dataa costly mistake in a data-rich era. Without a clear understanding of business analytics, entrepreneurs risk making decisions that may harm growth and profitability.
As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.
When I wrote Listen or Die in 2017, I made the case that NPS is invaluable for understanding the overall health of your customer relationships, but its not enoughespecially in a transactional VoC survey. To truly improve the customer experience, you need to combine NPS with metrics like Customer Satisfaction (CSAT), Customer Effort Score (CES), or overall experience ratings to evaluate specific interactions.
Ive written about creating convenient, frictionless experiences many times in the past, and I will continue to do so in the future as it may be one of the most important customer experience strategies in our arsenal of tactics for getting customers to come back again and again. As humans, we love convenience, and were willing to pay for it. In our annual CX research (sponsored by RingCentral ), we found that 70% of customers felt convenience was so important that they would pay more if conveni
Ive written about creating convenient, frictionless experiences many times in the past, and I will continue to do so in the future as it may be one of the most important customer experience strategies in our arsenal of tactics for getting customers to come back again and again. As humans, we love convenience, and were willing to pay for it. In our annual CX research (sponsored by RingCentral ), we found that 70% of customers felt convenience was so important that they would pay more if conveni
Understanding how SEO metrics tie to customer satisfaction is no longer optionalit’s essential. Metrics like bounce rate, time on site, and keyword rankings don’t just track website performance; they reveal how well you’re meeting customer needs. When used right, these numbers provide actionable insights to fine-tune content, improve user experience, and boost satisfaction.
A key aspect of business is managing how companies talk to their customers. Businesses everywhere now understand that keeping their customer interactions consistent, personalized, and in line with regulations is essential for doing well. To put it simply, a customer communication management (CCM) system covers all the strategies, procedures, and technologies used to create a connection between a company or business and the people who buy from them.
In Listen or Die , I emphasized that customer service (CS) and customer experience (CX) are not interchangeable. But they often are thought of as the same. CS focuses on helping customers solve problems or answer questions, while CX encompasses every interaction a customer has with your companywhether its browsing your website, using your product, or contacting support.
Strengthening Business Partnerships Using the Triple Fit Strategy This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is the Triple Fit Strategy? What is the key to building lasting customer relationships? Why do companies need to shift from a transactional relationship with their customers to a partnership?
Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.
Personalization: The Key to Cutting Through the Noise In an age of marketing fatigue, Part 3 of the 2025 Optimove Insights Consumer Marketing Fatigue Report reveals how personalization and relevance can drive engagement and loyalty. In the report you’ll find insights showing that: Tailored messages resonate: Consumers value personalization that reflects their needs.
1. Personalisation at Scale: Meeting Customers Where They Are Gone are the days of one-size-fits-all customer interactions. Advanced data analytics and AI, or even just thoughtful use of CRM data, make it possible to deliver hyper-personalised experiences at the touchpoints which are most important to customers. Whether its tailored product recommendations, forms that are pre-filled rather than blank, how-to guides that are context-sensitive rather than general, or customised survey follow-ups w
Have you ever wondered how businesses make sense of thousands of customer reviews, emails, and social media comments? They use text analytics ! So, what is text analytics? It’s a powerful tool that helps you understand what your customers are really saying by transforming unstructured text into meaningful insights. Whether identifying common complaints, spotting trends, or measuring customer sentiment, text analytics gives you the power to act on data.
Utility outages due to extreme weather are accelerating customer service challenges for utility providers. On average, the U.S. suffers more than 20 severe weather events per year that cause losses over $1 billion each, the National Oceanic and Atmospheric Administration (NOAA) reports. Eight in 10 major U.S. power outages since 2000 have been due to extreme weather; heat season outages alone have increased by 60% since 2009, according to Climate Central.
Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Key Takeaways Modern consumers are favoring stability, practicality, and self-care over extravagance, seeking routine, comfort, and dependability. This shift provides businesses with the chance to connect on a deeper level with consumers by embracing clarity in messaging, simplicity in processes, and empathy for their audience. To resonate with the modern consumer, simplify offerings and processes, highlight dependability and simplicity, and adopt an empathetic brand strategy that prioritizes tr
In less than a year, the fastest-growing sportswear brand in Northern Europe has saved 12,000 in customer service costs and massively improved the CTR on communications. Swedish sportswear company, ICANIWILL (ICIW) is one of the fastest-growing sportswear brands in northern Europe. A result not only of an outstanding product range, but in huge improvements made to the post-purchase customer experience after partnering with nShift, the global leader in delivery and experience management.
Today’s digital world makes social media marketing for hotels essential to their growth strategy. With billions of potential guests hanging out on Instagram, TikTok, and Facebook, it’s a crucial way to get your hotel noticed. But it’s not just about showcasing your property; social media is now most travelers’ primary source of travel inspiration.
Elevate Web Marketing with Real-time Web Push Download Now Why it Matters: OptiLive is a critical solution for sportsbook operators to maximize the growing in-play betting market. With live betting accounting for 54% of total bets and live bettors spending significantly more than pre-match bettors, operators need a way to engage players at the right moments.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
From social media reviews to survey responses, customer data is everywhere. But heres the real question: are you making the most of it? With the right tools and techniques, analyzing your survey data can reveal not just what your customers are saying, but how they truly feel about your products, services, and brand as a whole. Thats where sentiment analysis comes in – turning raw feedback into actionable insights.
In less than a year, the fastest-growing sportswear brand in Northern Europe has saved 12,000 in customer service costs and massively improved the CTR on communications. Swedish sportswear company, ICANIWILL (ICIW) is one of the fastest-growing sportswear brands in northern Europe. A result not only of an outstanding product range, but in huge improvements made to the post-purchase customer experience after partnering with nShift, the global leader in delivery and experience management.
Driving social media reviews requires more than just asking customers for feedback. Data shows that a strategic review generation approach can significantly increase revenue, yet most businesses struggle to implement effective systems across multiple locations. While some brands excel at review generation , others face diminishing engagement despite increased efforts.
Every year, the value of Customer Success (CS) grows and not just in our hearts (although that does happen). Companies across EMEA prove year after year that they recognize the business value of CS by investing more resources and expanding CS team responsibilities. We surveyed companies across industries for the CS Index 2024 , and we noticed a few trends for EMEA that we think will dictate strategies in 2025 in the region.
Sales and marketing leaders have reached a tipping point when it comes to using intent data — and they’re not looking back. More than half of all B2B marketers are already using intent data to increase sales, and Gartner predicts this figure will grow to 70 percent. The reason is clear: intent can provide you with massive amounts of data that reveal sales opportunities earlier than ever before.
In the ever-evolving world of marketing technology, achieving recognition from customers and industry analysts is no small feat. Blueshifts Intelligent Customer Engagement (ICE) platform has done just that. As 2025 kicks off, Blueshift celebrates three G2 awards alongside high ratings on Gartner Peer Insights, underscoring our commitment to empowering brand marketers with patented AI-driven solutions for personalized, real-time customer engagement.
Players have more online casino options than ever. To stand out, platforms need to focus on creating a customer-first experience that prioritises convenience, trust, and engagement. Its not just about offering games anymore. Success depends on how well casinos cater to player expectations through thoughtful features and smooth interactions. From secure transactions to intuitive design, every detail matters in building loyalty.
With an average of 2.7 million people visiting Yelp each day, it stands as one of the most trusted platforms for online reviews , helping millions of businesses connect with their potential customers. Now, with Birdeye partnering with Yelp, you can manage your multi-location businesss Yelp presence in a simpler and more efficient way. This partnership allows you to seamlessly build, manage, and enhance your Yelp profilesright from the Birdeye platform.
The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.
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