InMoment XI

APRIL 13, 2022

NPS, CSAT , and CES have historically been the main tools every program utilizes to have a systematic way of establishing a voice of customer (VoC) source and leveraging those findings to improve customer experiences. Let’s say your organization leadership is focusing in on NPS—where you are, what drives it, and so on.

Metrics 195

Metrics NPS ROI Call Center 195

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). This number (a percentage) is what you track as your overall NPS. Get the Guide.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

Zeisler Consulting

AUGUST 17, 2021

Articulating the return on investment (ROI) of Customer Experience efforts is a recurring theme among CX professionals. As I moderate panels on webinars and sit as a guest on podcasts, listen to my peers talk, and read articles, I hear the questions all the time: How do you define the ROI? How do you sell CX to leadership?

ROI 93

ROI Chief Customer Officer Leadership Return on Investment 93

CloudCherry

MARCH 28, 2019

Even better, you can see how each conversation resonates through NPS and CSAT feedback. Connecting CX to ROI. Are you being sold vague intangible ROI metrics or are you given a direct connection between CX and the money? If they were successful, NPS increased. Did a higher NPS drive more revenue?

Insights 231

Insights CEM NPS ROI 231

GetFeedback

SEPTEMBER 24, 2019

Before you worry about proving the ROI of a VoC program, focus on building relationships and trust with the key stakeholders in your company. A formal ROI analysis is easier with cost reduction, so he suggests starting there and then following with growth. . The webinar covered: Why VoC is a critical pillar in a strong CX strategy.

ROI 150

ROI Webinar Sales Loyalty 150

customer sure

JANUARY 20, 2025

Measuring ROI in CX: Proving the Value Popular opinion would have you believe that its hard to measure the ROI of CX initiatives. Not targets for improving satisfaction scores or NPS these are useful proxies to measure, but they make poor targets. Discover how to measure the ROI of CX in our webinars and guides.

2025 62

2025 Net Promoter Score ROI Customer Centricity 62

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. times more likely to buy again, 5.6

NPS 52

NPS ROI Social Media Banking 52

Totango

SEPTEMBER 1, 2020

Research by Deloitte shows that personalized customer experience is now just as important to customer decision-making as speed of service and ROI. Pay Attention to NPS and Close the Loop. Pay Attention to NPS and Close the Loop. Net promoter scores (NPS) can reveal a customer’s current opinion of your product.

Net Promoter Score 111

Net Promoter Score NPS Seminar ROI 111

Gainsight

MARCH 9, 2022

Instead, they use digital-first tools and strategies: One-to-many approach: Assisting customers via email, in-app notifications and guides, webinars, videos, and knowledge base content. CSMs also need to use metrics during the customer journey, before the customer arrives at final “hard” ROI metrics like NRR. Net Promoter Score (NPS).

Metrics 105

Metrics Customer Journey Net Promoter Score NPS 105

AskNicely

MARCH 15, 2018

And on the ROI front, Harvard Business Review relates that “customers who have the best past experiences spend 140% more compared to those who had poor past experiences.”. Join Us for a “Smooth” Webinar. How to use NPS to deliver amazing experiences at every brand-customer touchpoint. The Customer Journey Has Evolved.

Webinar 60

Webinar Customer Journey Net Promoter Score Customer Experience 60

delighted

APRIL 25, 2022

Every single customer that converts on their ecommerce platform, as well as in one of their 70+ retail stores, gets a Delighted NPS survey. Customers who leave a positive NPS score or a positive review will be immediately presented with Casper’s referral program. Step 4: Maximize ROI with A/B tests.

Webinar 60

Webinar NPS Reference Retail 60

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. Track Customer Experience Metrics You can continuously work to improve customer experience by tracking customer experience KPIs.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

Totango

AUGUST 21, 2020

As mentioned in the Webinar, we are also enabling partners on the playbook and methodologies to drive like experience. Q: How has the impact been on your NPS, CSAT … customer loyalty since this transformation and using CS platform? SC: Renewal, Upsell, NPS, and CS Productivity are the business metrics from an ROI perspective.

Innovation 117

Innovation Customer Success NPS Reference 117

InMoment XI

OCTOBER 24, 2023

Contact Center Analytics Best Practices for Maximum ROI Strategic Focus over Isolated Improvements While it’s tempting to dive into the granular details and make quick fixes based on isolated data points, true transformation comes from a strategic focus. Ready to delve deeper into the world of contact center analytics?

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

ChurnZero

DECEMBER 14, 2022

“This has led to an increase in cross-sells as well as client advocacy which for ClearGov includes references, participation in webinars and events, and case studies.”. Increasing product adoption and customer ROI with thoughtful approaches. Adoption Hero: Cision. Cultivating customer advocates and brand evangelists to drive growth.

2022 98

2022 Customer Success NPS Customer Satisfaction 98

inmoment

JULY 13, 2020

Customer experience (CX) programs can usher in meaningful transformation, a more robust bottom line, and a better experience for customers, yet proving all of this ROI can be challenging for the CX teams and practitioners helming such efforts. Want to learn more about CX ROI, governance for success and more?

ROI 52

ROI Net Promoter Score Customer Experience Metrics 52

Totango

AUGUST 8, 2021

Data on the frequency and duration of logins, feature access, license utilization, support tickets, NPS results, and other metrics strongly associated with the experience of value will reveal how the customer is currently experiencing your product. This timely customer data is what gives your product adoption strategy its precision.

Customer Engagement 118

Customer Engagement Customer Success Engagement Customers 118

Gainsight

SEPTEMBER 28, 2020

We continue to use PX in-app surveys for NPS and to collect input on ROI accomplished. in-app NPS, Community, Office Hours, Webinar), or if there will be an option to speak with someone live about best practices and strategy questions. . Who will support this segment?

Webinar 98

Webinar NPS E-support Customers 98

Wootric

DECEMBER 21, 2018

These three questions will start the right conversations to choose the perfect NPS software for your company. Using Industry Benchmarks to Set a Good Net Promoter Score (NPS) Goal. The power of NPS is in the ‘why’ behind your score. Watch the on-demand webinar about measuring Customer Effort after onboarding.

Net Promoter Score 56

Net Promoter Score 2018 Blog Article 56

Experience Matters

OCTOBER 18, 2017

Rather than re-writing my answers, I decided to share a webinar that I recorded a few years ago. This is a great primer on NPS. You should also check out Temkin Group’s VoC/NPS Resource Page for current data and more advice on how to use NPS. In particular, read My Latest 9 Recommendations For NPS.

Net Promoter Score 77

Net Promoter Score NPS Webinar Customer Experience 77

Totango

SEPTEMBER 22, 2020

Data on the frequency and duration of logins, feature access, license utilization, support tickets, NPS results, and other metrics strongly associated with the experience of value will reveal how the customer is currently experiencing your product. This timely customer data is what gives your product adoption strategy its precision.

Customer Engagement 102

Customer Engagement Engagement Customer Journey Customer Success 102

ClearAction

OCTOBER 12, 2022

Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. NPS, CSAT, FCR, Health / Effort Score, etc.) Customer Acquisition Costs (CAC) are influenced by Net Promoter Score (NPS), Health Score, and Satisfaction ratings. XM annuities generate massive ROI. Please comment below!

Metrics 62

Metrics Management ROI Effort Score 62

Lithium

JULY 5, 2022

We've heard loud and clear in our recent NPS surveys that you're interested in more thought leadership. Labels house the type of content, or in other words - if it’s a thought leadership article, a product update, best practices, or webinars. Higher NPS results in greater customer loyalty, higher customer lifetime value and engagement.

Leadership 52

Leadership Net Promoter Score NPS Webinar 52

Uniphore

JANUARY 14, 2022

By harnessing the power of conversational AI and automation, businesses can optimize every conversation, increase NPS, improve customer LTV and achieve efficiencies. Why is agent empowerment key to achieving business objectives (ROI and bottom line, contact center metrics, newly defined KPIs)? RSVP for the webinar today!

Roadmap 52

Roadmap Customer Experience Webinar Contact Center 52

ChurnZero

JULY 9, 2020

Spread Wisdom With Webinars. Webinars are often thought of for top-of-funnel lead generation and nurture, but they can be just as effective for customer marketing. For tactical-oriented webinars that show how to use functionality, measuring their impact is rather straightforward with product usage data.

Marketing 64

Marketing Webinar Reference Events 64

CX Workout - Ideas Blog

OCTOBER 3, 2018

Thank you so much for joining us for today’s webinar. Today we are presenting a webinar titled, “Three Ways to Turn Data Into Experiences” presented by Mike Wittenstein founder of Story Miners, one of the world’s first customer experience firms. Full transcript below: Hello everyone!

Webinar 9

Webinar Presentation 2002 Consulting 9

Thematic

MARCH 29, 2020

The most popular customer feedback surveys are Net Promoter Score (NPS) and Customer Satisfaction (CSAT) surveys, which are typically sent daily, monthly, quarterly, once or twice a year, depending on how many customers you have and how quickly you iterate. Advantages: Easy to setup, cheap, scalable with the right survey analysis software.

Feedback 111

Feedback E-support Metrics NPS 111

Thematic

JANUARY 27, 2019

Last month, I had the pleasure to speak with Jeff Toister (CPLP, Author of “The Service Culture Handbook”) on his webinar on how to improve customer service with unstructured data. We worked with a telecommunications provider whose goal was to increase their NPS. The majority of staff comments had a positive impact on their NPS.

Customer Service 59

Customer Service Contact Center NPS Financial 59

Lithium

NOVEMBER 1, 2022

An Interview for Change: How AI and Automation Drive ROI Khoros has been a social care leader for years, but a tool is only as valuable as the one who wields it. Get to the bottom of the best ways to use and prove the ROI of Khoros Care with Khoros product marketing expert Josh Snider. Are you there ROI? Are you There ROI?

2022 52

2022 Roadmap ROI Social Media 52

CX Workout - Ideas Blog

OCTOBER 3, 2018

Thank you so much for joining us for today’s webinar. Today we are presenting a webinar titled, “Three Ways to Turn Data Into Experiences” presented by Mike Wittenstein founder of Story Miners, one of the world’s first customer experience firms. Full transcript below: Hello everyone!

Webinar 40

Webinar Presentation 2002 Consulting 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

Thank you so much for joining us for today’s webinar. Today we are presenting a webinar titled, “Three Ways to Turn Data Into Experiences” presented by Mike Wittenstein founder of Story Miners, one of the world’s first customer experience firms. Full transcript below: Hello everyone!

Webinar 40

Webinar Presentation 2002 Consulting 40

Gainsight

SEPTEMBER 8, 2020

The challenge of scaling customer success was a topic in our recent Gamechanger webinar series. Worth noting: Kristi reports that Gainsight PX’s Engagement Modules drive a whopping 90-95% of customer engagement with webinars, product vignettes, release notes, and the knowledge base. Register for our next GameChanger webinar here.

Webinar 52

Webinar Customer Success Customer Journey Events 52

Gainsight

MAY 3, 2020

During this webinar we focused on three ways to drive this alignment: Product Analytics and Customer Context . User Sentiment : NPS, Ratings, Release/ Feature-specific feedback to capture results/ outcomes/ ROI . Increased needs of ROI for the customers. In-App Guides/Survey. Definition of success towards retention.

Customer Success 59

Customer Success Roadmap ROI Sports 59

CSM Practice

DECEMBER 4, 2020

Now most companies have a health score; Most customer success teams develop a health score and I talk a lot about it in my podcasts and webinars that I do throughout the year, how a customer health score in its designation is a very internal type metric. We went against the NPS for that specific customer. Is my customer healthy?

NPS 69

NPS Customers Customer Success Measurement 69

Kitewheel

MARCH 10, 2021

These include: Earning up to 10x ROI from intelligent nurture and upsell journeys. Increasing NPS by over 10 points with automated service recommendations. Driving 10x more paid media engagement with a digital cross-channel journey. Increasing sales activities by 10% through online and offline offer optimization.

Customer Journey 59

Customer Journey Customers Webinar ROI 59

Stella Connect

MAY 11, 2017

There’s input (investment) and output (ROI + waste). Your job is to create a sustainable power source with near 100% efficiency (high ROI, minimal waste). This group of unhappy customers had given their service agents’ performance an average star rating of 1.06, and the brand an average NPS score of -85.

Voice of Customer 40

Voice of Customer Contact Center Return on Investment ROI 40

Lithium

DECEMBER 6, 2022

Khoros Care Customer Feedback Coaching Session Collect feedback from your customers with a high level question NPS or CSAT survey, and report on the results in Khoros Care! Community ROI: Embracing Humanity’s Desire to Help why would any customer spend their valuable time and resources answering strangers' questions on an online forum?For

2022 52

2022 Social Media 2023 Roadmap 52