Retently

OCTOBER 16, 2024

As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9 This is particularly useful for tracking Net Promoter Score (NPS) , as it allows you to capture a precise measure of customer loyalty at a glance. That’s exactly what email signature surveys can do!

Feedback 134

Feedback Customer Satisfaction Touchpoint Communication 134

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. In order to be successful, this coalition should represent every major customer experience touchpoint across the customer journey.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

Net Promoter Score 133

Net Promoter Score Consulting NPS Customer Success 133

InteractionMetrics

NOVEMBER 20, 2023

The Net Promoter Score (NPS) is the most well-known customer satisfaction metric used by two-thirds of the Fortune 1000 companies. Created in 2003 by Fred Reichheld of Bain & Company , the Net Promoter Score (NPS) asks: “How likely are you to recommend us to a friend or colleague?”

Net Promoter Score 52

Net Promoter Score NPS 2003 Touchpoint 52

Experience Investigators by 360Connext

JANUARY 12, 2021

Your Voice of the Customer goals might be tied to what metrics your organization already uses, like Net Promoter Score (NPS), or it might be defining which metrics will be used. Those might include: Key value points , like software demos or customer events. That should all be part of your goal setting.

Net Promoter Score 241

Net Promoter Score Customer Journey Mapping Metrics Customer Journey 241

Retently

OCTOBER 23, 2024

Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction. While email remains the go-to option, certain touchpoints may benefit more from SMS or web pop-ups to reach customers where they are most active.

Retail 109

Retail NPS Touchpoint Feedback 109

GetFeedback

SEPTEMBER 19, 2018

When it comes to collecting customer feedback, most people think of a traditional Net Promoter Score survey. However, there are key touchpoints throughout the entire customer journey where you can be listening to your customers. Net Promoter Score Surveys. Event Feedback.

Net Promoter Score 199

Net Promoter Score Roadmap Events Feedback 199

InMoment XI

JANUARY 10, 2023

Getting customers to fall in love with your company requires understanding the entire customer journey—so you can deliver a seamless experience at every touchpoint. This role determines the best way to collect, analyze, and act on voice of customer data at key touchpoints across the customer journey. . Let’s find out.

Customer Experience 243

Customer Experience Management Touchpoint Net Promoter Score 243

delighted

APRIL 1, 2024

Putting on a successful event is no easy feat: a lot goes into creating a positive event experience for attendees, from finding compelling speakers to inviting the right sponsors. One way to measure attendee satisfaction is by surveying them after the event with the right post-event survey questions.

Events 100

Events Feedback Net Promoter Score Touchpoint 100

InMoment XI

MARCH 11, 2024

Here are some examples of different ways to kickstart a customer feedback loop: Customer Surveys Sending out a survey to customers after a purchase, service interaction, or event is a common client loop example. Observing how customers interact with prototypes or new features provides valuable insights into usability and functionality.

Feedback 195

Feedback Net Promoter Score Customer Experience Social Media 195

delighted

NOVEMBER 30, 2021

These micro-experiences are called customer touchpoints, and they play a crucial role in fostering customer satisfaction, including trust and loyalty. What are customer touchpoints? What are customer touchpoints? Customer touchpoints are the myriad of moments when a person comes into contact with your company or brand.

Touchpoint 87

Touchpoint Net Promoter Score Customer Journey Mapping Social Media 87

SurveySparrow

JANUARY 31, 2024

But what if there are alternatives to net promoter score? Net Promoter Score (NPS) is like a report card for your business. And what is a good NPS score ? Customer Effort Score (CES) This is a customer satisfaction hack, I must say. For instance, during promotions or events.

Net Promoter Score 52

Net Promoter Score NPS Effort Score Metrics 52

Retently

JULY 8, 2024

Well, Net Promoter Score (NPS) helps you get a handle on how your customers feel about your business. To calculate your NPS, subtract the percentage of Detractors from the percentage of Promoters. You have a score that ranges from -100 to 100, giving you a snapshot of overall customer sentiment.

Touchpoint 78

Touchpoint NPS Net Promoter Score Feedback 78

SurveySensum

MARCH 1, 2024

A retail company, MagnetHome enthusiastically embraced the Net Promoter Score and started measuring customer loyalty. They gathered all the responses diligently but stumbled into the “Everyone’s-the-Same” trap – treating all scores equally. 6 Common Rookie Mistakes in Net Promoter Score Analysis 1.

Net Promoter Score 52

Net Promoter Score NPS Customer Satisfaction Feedback 52

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. With these foundational metrics in place, businesses can dive deeper into the intricacies of customer interactions and sentiments.

Insights 243

Insights E Commerce Customer Experience E-support 243

Customer Bliss

JUNE 20, 2017

Jackie worked with Calgary Stampede (one of the biggest outdoor events in the world) for a few years as well. And for example: the clinic they built out with the above ideas was profitable 3 months before expected, and their Q1 2017 net promoter score was 3 points higher than average.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

Chattermill

OCTOBER 14, 2018

The Ultimate Guide to Net Promoter Score | Chattermill. What You Need to Know about the Net Promoter System. Chattermill Guide: Net Promoter Score: Guide, Tips and Case Study. In our ultimate guide to NPS we cover the following key topics: What is the Net Promoter Score?

Net Promoter Score 40

Net Promoter Score NPS Feedback Loyalty 40

Chattermill

SEPTEMBER 3, 2018

The Ultimate Guide to Net Promoter Score by Chattermill. What You Need to Know about the Net Promoter System. Chattermill Guide: Net Promoter Score: Guide, Tips and Case Study. In our ultimate guide to NPS we cover the following key topics: What is the Net Promoter Score?

Net Promoter Score 40

Net Promoter Score NPS Feedback Loyalty 40

Chattermill

OCTOBER 14, 2018

The Ultimate Guide to Net Promoter Score by Chattermill. What You Need to Know about the Net Promoter System. Chattermill Guide: Net Promoter Score: Guide, Tips and Case Study. In our ultimate guide to NPS we cover the following key topics: What is the Net Promoter Score?

Net Promoter Score 40

Net Promoter Score NPS Feedback Loyalty 40

Lumoa

JANUARY 2, 2023

One tool businesses can use to capture valuable insights is the transactional Net Promoter Score (tNPS). What is the difference between transactional NPS (tNPS) and Net Promoter Score (NPS)? Alright, we get that it’s important for businesses but, what exactly is Transactional Net Promoter Score (tNPS)?

Net Promoter Score 78

Net Promoter Score NPS Events Customer Satisfaction 78

InMoment XI

JANUARY 4, 2024

At its core, the retail customer experience encompasses every touchpoint a customer has with a brand, from the first interaction to post-purchase engagement. In-Store Events and Promotions Organize in-store events, promotions, or exclusive sales to create a sense of excitement and urgency.

Retail 195

Retail Customer Experience Social Media NPS 195

Retently

MARCH 17, 2025

Helps teams react fast to emerging issues in different CX touchpoints (e.g., Key Features: Feedback First : Customer satisfaction metrics like NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and CES (Customer Effort Score) take center stage. Tracks customer pain points in real-time.

Insights 90

Insights NPS Metrics Customer Satisfaction 90

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Programs to invite customers into the organization more, like Customer Advisory Boards, customer accessibility labs, or inviting customers into meetings or events. The same report showed proactive service results in a full-point increase in Net Promoter Score (NPS) and other experience metrics. You need to act on them!

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Retently

DECEMBER 10, 2024

While it is well-known for its Net Promoter Score capabilities, Retently extends its functionality to include a full suite of CX metrics , such as Customer Satisfaction (CSAT) and Customer Effort Score (CES). Automated Workflows : Streamlined processes with action plans, ticketing systems and root-cause analysis.

2024 78

2024 Multi-Channel NPS Feedback 78

Totango

MAY 5, 2021

Some of the most prominent of these measurement techniques include the following: Net Promoter Score (NPS). There is an index that scores customer satisfaction on a scale of zero to ten. NPS divides customers into “promoters” (those who rank high at nine-to-ten), “neutral” (seven-to-eight), and “detractors” (zero-to-6).

Measurement 118

Measurement Customer Experience Net Promoter Score Effort Score 118

Retently

SEPTEMBER 6, 2018

One of the biggest advantages of Net Promoter Score © is its versatility. This brings up an interesting question: Is it better to survey customers on a regular basis, such as for instance bi-annually, or after an important event or transaction? Measure and Improve Your Net Promoter Score. free trial.

NPS 66

NPS Net Promoter Score Events Touchpoint 66

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. To get the full picture, you also need to understand actual customer behavior.

NPS 26

NPS Customer Insights Insights Net Promoter Score 26

InteractionMetrics

APRIL 10, 2025

Email surveys are most effective when tied to a specific event or personalized outreach. They’re commonly used at events, workshops, or training sessions to capture feedback from survey respondents on-site. Net Promoter Score (NPS) Surveys NPS surveys measure loyalty with one question: Would you recommend us?

Customer Satisfaction 40

Customer Satisfaction Net Promoter Score Feedback Metrics 40

SurveySensum

OCTOBER 29, 2024

It’s no secret that your contact center is the first line of defense with your customers – making it the most important touchpoint in the customer journey. So, let’s discover how contact center analytics can help you gain actionable insights about this touchpoint and your overall business and optimize your operations.

Contact Center 52

Contact Center Average Handle Time Touchpoint Customer Journey 52

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. Process mining provides analysts and managers with an easy way to analyze event logs within enterprise transaction systems.

Customer Journey 128

Customer Journey Touchpoint Customers Interaction 128

delighted

MARCH 15, 2019

When most companies want to improve their customer experience with a VoC program, they often start with just one customer survey type—usually a net promoter score (NPS) or customer satisfaction (CSAT) survey. Consider your customer experience lifecycle and the teams responsible for each stage.

Net Promoter Score 75

Net Promoter Score NPS Touchpoint B2B 75

Totango

OCTOBER 20, 2020

Some of the most prominent of these measurement techniques include the following: Net Promoter Score (NPS). There is an index that scores customer satisfaction on a scale of zero to ten. NPS divides customers into “promoters” (those who rank high at nine-to-ten), “neutral” (seven-to-eight), and “detractors” (zero-to-6).

Measurement 90

Measurement Customer Experience Net Promoter Score Effort Score 90

SurveySensum

MARCH 21, 2025

By leveraging NPS tools that integrate with HubSpot, you can: Automate survey distribution : Send NPS surveys at key touchpoints in the customer journey. Segment customers based on NPS scores : Identify promoters, passives, and detractors in your HubSpot CRM. Send HubSpot poll responses as events and contact properties.

NPS 52

NPS 2024 2025 Demo 52

delighted

APRIL 19, 2023

When to use a QR code survey When you use QR code surveys, you’re able to collect point-in-time feedback at customer touchpoints that are traditionally difficult to assess. Conference and event feedback Imagine you’ve just finished a presentation at a conference and see mixed reactions from the crowd.

Feedback 90

Feedback Net Promoter Score Presentation Download 90

Lumoa

JANUARY 19, 2023

Different types of customers will interact with your brand in various ways, they might go back and forth between different touchpoints , and that’s why mapping can be quite the challenge. What are the key touchpoints for different personas? Where do they hang out? What are their goals? How do they get in touch with us?

Customer Experience 88

Customer Experience Net Promoter Score Metrics NPS 88

Wootric

AUGUST 11, 2020

Now that you have your user onboarding process defined, you will want to set up tracking around these events so you can look for opportunities to optimize this process and help users experience the promise of your business more efficiently. Ask for Customer Feedback at Touchpoints to Learn What to Improve.

Metrics 111

Metrics Net Promoter Score Effort Score Demo 111

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. For more information on NPS read our guide to Net Promoter Score here.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85