Why NPS doesn’t work any more, and what’s the alternative?
eglobalis
NOVEMBER 15, 2023
Why NPS doesn't work any more, and what's the alternative ? The post Why NPS doesn’t work any more, and what’s the alternative? appeared first on Eglobalis.
eglobalis
NOVEMBER 15, 2023
Why NPS doesn't work any more, and what's the alternative ? The post Why NPS doesn’t work any more, and what’s the alternative? appeared first on Eglobalis.
InMoment XI
AUGUST 2, 2023
What we can Learn From the top Brands in the UK One size doesn’t fit all, but knowing essential NPS best practices that can fit any program is a great place to start. In this blog, we have listed NPS best practices that will help you shape the course of your organisation into becoming a leader in customer satisfaction.
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InMoment XI
SEPTEMBER 27, 2023
In the study, the average Net Promoter Score (NPS) for insurance organisations was a respectable +14, placing it in the middle among all verticals in the study. This propels them to the top of the NPS rankings. What’s the Score for Insurance Brands? NFU Mutual has also been recognised by Which?
InMoment XI
SEPTEMBER 20, 2023
Retail’s NPS Drivers When we scrutinise the net promoter score (NPS) data by sector, a pattern emerges: product quality and great value consistently stand out as the primary drivers of customer loyalty. It consistently outperforms the average across all NPS drivers.
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Common questions include: Does Net Promoter Score® (NPS) still have the same predictive power? Two years later, CX pros are still curious about the impact the pandemic has had on customer expectations and how to modify their CX measurement programs accordingly. Do loyalty metrics need to be reassessed?
InMoment XI
OCTOBER 3, 2022
Net Promoter Score (NPS) is a simple and highly effective way to determine the happiness of your customers. But what about the NPS follow-up question? By customizing your NPS follow-up question, you’re better able to gain the insight you need to improve your customer experience (CX) and increase Customer Lifetime Value (CLV).
Retently
NOVEMBER 27, 2023
Let’s explore the advantages of outsourcing your NPS process in order to help you make an informed decision for your business strategy. Outsourcing NPS programs will allow refocusing on important business activities without sacrificing quality or service in the back-office.
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As technology has matured to connect feedback with action and get deeper customer insights—NPS programs find themselves in the midst of a renaissance. Get the NPS checklist to access the 7 questions you should consider when building your NPS program.
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They wonder: Does Net Promoter Score® (NPS) still have the same predictive power. CX pros are examining the impact the pandemic has had on customer expectations and how they might need to modify their CX measurement programs. Do loyalty metrics need to be reassessed? Have the drivers of customer experience changed?
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Happier agents mean a better customer experience and improved CSAT/NPS scores. Remote agents are the new reality. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.
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Download this eBook and uncover how winning organizations are tapping into the right technology to improve Customer Satisfaction, NPS, and other key metrics.
Speaker: Tiffany Anderson, Director CX Process/Initiatives, Purchasing Power & Brian Morin, CMO, SmartAction
Join this interactive session with Purchasing Power's Tiffany Anderson, and get into the nitty-gritty of how they lowered costs by 20% and increased NPS by 13% - all by automating 25% of their call volume. Key takeaways: Step-by-step process for conversational AI self-service implementation.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
NPS and C-SAT become the keys to the realm, but offer no true insights. 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do. So how do you reach a place where VoC actually provides clarity?
Speaker: Curtis Bingham, CEO, Chief Customer Officer Council
NPS and Loyalty are the new shiny. Customer Experience is the new black. Companies are investing millions in improving CX. But our research indicates customer loyalty is simply the wrong thing to be measuring. It is hard to correlate loyalty metrics with business results.
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