Experience Matters

OCTOBER 14, 2014

As part of Customer Experience Day , I interviewed Mercedes-Benz USA (MBUSA) CEO Steve Cannon on a CXPA.org webinar called Customer Experience from the C-Suite. One of the highlights of the webinar was when Cannon said that “ customer experience is the new marketing ” and is critical for fulfilling MBUSA’s brand promise, The Best or Nothing.

Webinar 111

Webinar Net Promoter Score Leadership B2B 111

GetFeedback

JULY 19, 2019

Once you have a baseline of your Customer Satisfaction Score (CSAT), Net Promoter Score (NPS) or customer sentiment or the like, you will have a way to gauge if you’re doing better or worse for customers. Net Promoter Score (NPS). Check out the full webinar recording here.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

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

Beyond Philosophy

SEPTEMBER 15, 2015

Did you know Netflix’s Net Promoter Score (NPS) is higher than the cable companies? For those of you that don’t know, Net Promoter Score (NPS) represents the likelihood a Customer would recommend your product or service to other people (i.e., Please CLICK HERE to join us for the Webinar. It is simple.

Net Promoter Score 153

Net Promoter Score NPS Banking 2003 153

Beyond Philosophy

JUNE 12, 2015

RICOH Canada recently increased their Net Promoter Score (NPS) from 25 to 59 in 30 months, an improvement of 34 points using many of our philosophies. To hear more about how RICOH accomplished their impressive climb in NPS score, be sure to attend our webinar next month. Reserve your spot today!

Net Promoter Score 137

Net Promoter Score Customer Experience 2015 2013 137

Beyond Philosophy

JULY 14, 2015

Ricoh – How We Moved Our Loyalty Score by 34 Points in 30 Months Webinar . RICOH Canada had a vision: to be the most trusted brand with irresistible appeal in their market.

Customer Relationships 146

Customer Relationships Net Promoter Score Customer Centricity Webinar 146

Retently

OCTOBER 16, 2024

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. Post-Event Feedback (Conferences, Webinars, Workshops) After hosting events like webinars or conferences, follow-up emails are commonly sent to attendees.

Feedback 134

Feedback Customer Satisfaction Touchpoint Communication 134

InMoment XI

JUNE 22, 2022

James, how was the webinar with DocuSign?” When you send out a net promoter score (NPS) survey email, you’re basically asking an established customer to take time out of their day to reveal their feelings about your brand despite there being no immediate reward in it for them. How’s that Zoma mattress working out?”.

Net Promoter Score 195

Net Promoter Score NPS Reference Feedback 195

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). Research shows Customers with a High NPS are less price-sensitive, spend more than Customer with lower scores and create higher margins for an organization.

Net Promoter Score 113

Net Promoter Score NPS Loyalty Webinar 113

InMoment XI

AUGUST 25, 2023

InMoment recently held a webinar featuring Forrester , an independent, research and advisory firm. Let’s dive into what we covered on our webinar. Setting Up Your CX Program for Success Whether you are a small startup or a large corporation, defining the right size for your CX program is the first step towards success.

ROI 195

ROI Net Promoter Score Webinar Financial 195

Beyond Philosophy

OCTOBER 19, 2016

More organizations call our Customer Experience consultancy every day with the same complaint: they aren’t seeing the same gains in Net Promoter Score (NPS) that they did when they started their Customer Experience Improvement program. Old Thinking Doesn’t Work with New Problems. They want to know what to do now. Sign up here.

Net Promoter Score 167

Net Promoter Score 2002 Insurance NPS 167

Beyond Philosophy

JUNE 27, 2019

We discussed this in detail when I hosted the first in a series of webinars for Freshworks, How Consumer Emotions Impact Customer Loyalty. Our research shows that there are clusters of emotions that directly impact a company’s Net Promoter Score and other value metrics.

Net Promoter Score 138

Net Promoter Score Hospitality Webinar Airlines 138

AskNicely

NOVEMBER 28, 2018

New research shows it can increase a company’s likelihood of net-negative churn and faster revenue growth. What you may know is that Net Promoter Score is widely renowned as the measure of customer loyalty. 2018 NPS Benchmark Study: Results and Reactions Webinar. What do they know that you don’t? Erik Linask.

Webinar 60

Webinar NPS 2018 Net Promoter Score 60

Beyond Philosophy

JUNE 26, 2015

They have consistently raised their Net Promoter score and held it there. To learn more about the details of their journey from Laverty and myself, please sign up for our Webinar, “ RICOH – How We Moved Our Loyalty Score by 34 Points in 30 Months ” on Thursday, July 23rd, at 11am EDT. Ricoh did a great job.

Net Promoter Score 151

Net Promoter Score Customer Centricity Culture Webinar 151

Feedbackly

JUNE 25, 2024

The webinar replay is now available! The latest Future CX Outlook research shows that the Net Promoter Score (NPS) remains the most used Customer Experience KPI. Learn how measuring NPS alongside customer emotion data can elevate your CX insights to the next level.

Webinar 52

Webinar NPS Net Promoter Score Insights 52

Beyond Philosophy

JULY 3, 2017

The early gains in Net Promoter Score (NPS) have faded into legend and the NPS now languishes in a plateau, quarter after quarter. To learn more about the Anatomy of a Customer Interaction and the concepts behind it, watch the recording of our FREE and informative 30-minute webinar and read the associated whitepaper.

NPS 117

NPS Net Promoter Score 2016 Books 117

Beyond Philosophy

AUGUST 4, 2015

To listen to the webinar, “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” and learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%. Click here.

Culture 159

Culture Sales Net Promoter Score Customer Centricity 159

InMoment XI

OCTOBER 8, 2024

You can use metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) to monitor specific aspects of your customer experience and identify areas of improvement. By supporting financial education, you show your customers that you care about their long-term financial well-being.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Webinars of 2018. This webinar covers who needs to be involved, what you need to accomplish in every meeting, and much more. Click here for the on-demand webinar.

Webinar 71

Webinar Blog Customer Success Net Promoter Score 71

Beyond Philosophy

JULY 23, 2015

Join us at our webinar , “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” to learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%. Reserve your spot today!

Social Media 155

Social Media Net Promoter Score Magazine Airlines 155

Beyond Philosophy

JULY 16, 2015

Join us at our webinar , “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” to learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%. Reserve your spot today!

Net Promoter Score 134

Net Promoter Score Communication Webinar Customer Centricity 134

Genroe

OCTOBER 17, 2023

Yes, the customer feedback process does drive long term customer loyalty and lifts revenue but you can also use the data in […] The post Using Customer Feedback To Grow Sales [On-Demand Webinar] appeared first on Genroe | Customer Experience | Net Promoter Score.

Webinar 52

Webinar Net Promoter Score Feedback Sales 52

Alida

JULY 28, 2017

. “The Disconnected Customer: What Digital CX Leaders Teach Us About Reconnecting with Customers,” also found 90 percent of companies believed that their organizations’ Net Promoter Score for measuring customer satisfaction had increased by five points over the past three years, but only 54 percent of consumers agreed.

Net Promoter Score 140

Net Promoter Score Retail Consumers Culture 140

SurveyGizmo

NOVEMBER 5, 2021

Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT). We didn’t just use data integration to reduce costs — we reduced customer churn by 3% in our first year, potentially adding millions of dollars to our bottom line, and improved our Net Promoter Score (NPS) by 15%. Social media activity.

Net Promoter Score 98

Net Promoter Score NPS 2022 Social Media 98

SurveyGizmo

FEBRUARY 4, 2021

Loyalty is personal and emotional, while retention is a financial measure, is what Ryan Tamminga, VP of Customer Success at Alchemer, and Vanessa Bagnato, Director of Enterprise Solutions at Alchemer, explained recently in a webinar. Net Promoter Score is among one of the most used metrics for customer loyalty.

Loyalty 98

Loyalty Net Promoter Score Airlines Hotels 98

Beyond Philosophy

JUNE 30, 2015

Join us at our webinar , “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” to learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%. Reserve your spot today!

Net Promoter Score 123

Net Promoter Score Webinar Customer Centricity Customers 123

customer sure

JANUARY 20, 2025

The illustration below shows a few examples of how more hard cash comes in, and less real cost goes out: This makes financial metrics like Customer Retention Rate (CRR) and satisfaction metrics like Net Promoter Score (NPS) more useful than ever, when used correctly. How to Act: Set targets for improvement.

2025 62

2025 Net Promoter Score ROI Customer Centricity 62

Totango

SEPTEMBER 1, 2020

Net promoter scores (NPS) can reveal a customer’s current opinion of your product. A net promoter score of less than 7 or 8 indicates the need for a solution that will change the customer’s attitude toward your product through means such as a winback campaign or value incentive.

Net Promoter Score 111

Net Promoter Score NPS Seminar ROI 111

Beyond Philosophy

JULY 9, 2015

Join us at our webinar, “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” to learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%. Reserve your spot today!

Brands 109

Brands Net Promoter Score 2011 2014 109

Beyond Philosophy

JUNE 16, 2015

Join us at our webinar at 11am EDT on July 23 rd , 2015, “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” to learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%.

Net Promoter Score 109

Net Promoter Score Social Media Advertising 2014 109

Tricia Morris

JUNE 4, 2015

——————————————– Watch the Webinar: Aligning Customer Service with Brand Promise. It’s never too early (or too late) to stand out from the competition and make a run from dark horse to the winner of the popular vote.

Brands 94

Brands Customer Service Net Promoter Score 2016 94

ChurnZero

FEBRUARY 21, 2025

Donna asked in her recent ChurnZero webinar. You can also watch her webinar in full at the end. Watch the webinar in full here. Should you be charging for customer success? CS strategist and leader Donna Weber says you should. Why not take customer-facing services as seriously as our products? appeared first on ChurnZero.

Customer Success 52

Customer Success Net Promoter Score Webinar Competitive Advantage 52

Genroe

OCTOBER 17, 2023

The question is, apart from a simple chart of scores, what else should be included in your best practice Net Promoter reporting pack? In this webinar, we’ll discuss The post The 9 Elements Your NPS® Report Must Have [On-Demand Webinar] appeared first on Genroe | Customer Experience | Net Promoter Score.

Net Promoter Score 52

Net Promoter Score Webinar NPS Feedback 52

InMoment XI

OCTOBER 24, 2023

By zeroing in on pivotal metrics like Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES), businesses can tap into the pulse of their customers. Watch this insightful webinar to gain more insights and elevate your customer experience game.

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

AskNicely

MARCH 15, 2018

Join Us for a “Smooth” Webinar. On March 21st at 11 am PST / 2 pm PST, our CEO and Co-Founder, Aaron Ward will participate in an exclusive webinar panel called, “Smooth Customer Journeys Deliver Smooth Customer Experiences.”. Ironing out the kinks in your customer’s journey. Register Here.

Webinar 60

Webinar Customer Journey Net Promoter Score Customer Experience 60

Tricia Morris

JUNE 26, 2015

————— Watch the Webinar: Align the Customer Experience. Quark Software Vice-President of IT and Customer Support, Mark Lawler, also joins the conversation to share how Quark is building its brand around and has doubled its Net Promoter Score through a strong investment in customer service and engagement.

Customer Service 104

Customer Service Poor Customer Service Net Promoter Score Customer Service Representative 104

Genroe

OCTOBER 17, 2023

In this one hour webinar we will share, using Excel: The post Practical Survey Analysis in Excel [On-Demand Webinar] appeared first on Genroe | Customer Experience | Net Promoter Score.

Webinar 52

Webinar Net Promoter Score Customer Experience Customers 52