CX Accelerator

AUGUST 19, 2019

They will want your customer satisfaction (or Perception) metrics such as NPS, CSAT, and CES shown overall and by journey stage. The information that goes into it will be determined by who will be consuming it. Executives will want the headlines. Now, how do you select which operational metrics you display on your dashboard?

Telecommunications 182

Telecommunications Customer Journey Mapping Metrics Touchpoint 182

Thematic

FEBRUARY 10, 2025

You get a better chance at improving not only your customer service but your net promoter score (NPS) , too. They needed to remain competitive in a fast-evolving telecommunications market. Isn’t it just great? Text analytics helps you act on feedback instantly. How can you be left behind if you have such insights?

Insights 62

Insights Net Promoter Score Social Media Telecommunications 62

TechSee

JANUARY 2, 2018

In addition, insurance companies must find ways to generate positive customer experiences during every touchpoint with the company. These devices may include in-vehicle telecommunication systems (telematics), smart smoke and CO detectors, and alarm systems. Visual engagement enhances the claim experience. IoT and Insurance.

Insurance 116

Insurance Telecommunications Contact Center Document 116

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. For example, a telecommunications provider might promote new mobile phones for a customer who is due for an upgrade.

Customer Journey 128

Customer Journey Touchpoint Customers Interaction 128

Lumoa

JULY 21, 2022

During the pandemic, European telecommunications providers had to meet the need for new services and adjust to a rapidly growing demand. The telecommunications industry is not known for its high-quality customer service. This is a red flag because these customers have several touchpoints.

Customer Experience 88

Customer Experience Telecommunications CEM Net Promoter Score 88

PeopleMetrics

DECEMBER 5, 2017

You’re measuring NPS and CSAT , and real-time alerts are coming in. As a Customer Experience Manager at PeopleMetrics, I have the pleasure of working with companies across a range of industries including hospitality, financial services, telecommunications, and aviation. That’s great!

Net Promoter Score 117

Net Promoter Score Hospitality CEM Feedback 117

SurveySensum

APRIL 28, 2023

And to ensure that you are effectively measuring and improving customer loyalty, NPS is the right metric for it! Many businesses use NPS as a tool to measure and improve customer loyalty. But how effective is NPS in customer service? To use NPS effectively in customer service, you need to go beyond just asking the NPS question.

NPS 52

NPS Measurement Loyalty Customer Service 52

Pointillist

SEPTEMBER 18, 2019

Today, your customers expect a consistent, high-quality experience, as they interact with your organization across an ever-growing set of touchpoints and channels. These days, you can listen to a public company’s earnings call and hear the CEO talk to investors about their NPS score. Everyone’s measuring it.

Customer Journey 84

Customer Journey ROI Multi-Channel Touchpoint 84

COPC

JUNE 24, 2024

While retail and e-commerce sectors show improvements, sectors like telecommunications and healthcare face considerable challenges. Customers who resolve their issues using SSTs report higher CSAT, lower customer effort scores (CES), and higher Net Promoter Scores (NPS). The state of CX is indeed a tale of contradictions.

E Commerce 76

E Commerce Customer Experience Net Promoter Score 2024 76

TechSee

FEBRUARY 19, 2019

Courtney Munroe, Group VP at Worldwide Telecommunications Research moderates a session featuring the President of Global Operations & Services at AT&T, Elisa’s VP of Telco Efficiency Business, the Executive Director of KDDI Research, Synchronoss’ CMO and Telefónica’s Global Digital Product Director (Aura). Who’s there?

2019 95

2019 Innovation Telecommunications Events 95

SurveySensum

JUNE 9, 2023

You got your product delivered just 10 minutes before and now you’ve received an NPS survey asking about your likelihood to recommend the product. How to choose the right kind of customer satisfaction survey at different touchpoints? How likely are you to recommend our telecommunications services to friends or colleagues?

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score Effort Score Telecommunications 52

Pointillist

SEPTEMBER 26, 2018

Net Promoter Score ® (NPS ® ), in particular, has gained a lot of prominence in the last decade. Yet at the end of the day, the act of capturing NPS alone will not magically solve your customer experience problems. Here are three examples: Employ NPS as a Go/No-Go Threshold for Launching a New Product.

Metrics 65

Metrics Net Promoter Score Customer Experience NPS 65

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Fizzback’s responsiveness and scalability ensures consistency of information and customer tracking from touchpoint to touchpoint.

2015 97

2015 Multi-Channel 2014 CEM 97

eglobalis

DECEMBER 17, 2024

Rethinking Customer Loyalty Metrics: Beyond NPS The Net Promoter Score (NPS) , once heralded as the ultimate measure of customer loyalty, is now under scrutiny. Critics argue that NPS oversimplifies complex emotions and fails to provide actionable insights that drive meaningful change.

2025 340

2025 Net Promoter Score B2B Multi-Channel 340

SurveySparrow

MARCH 21, 2023

Net Promoter Score (NPS): One of the simplest and most effective ways to measure customer experience, NPS asks a simple question. NPS responses are segmented into three groups: Promoters (scores of 9 and 10), Passives (scores of 7 or 8), and detractors (scores from 0 to 6). NPS= (% of Promoters) – (% of Detractors).

B2B 52

B2B Customer Experience B2C Social Media 52

Wootric

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. ” His specialties are NPS, CES, CSAT and text analytics, and he helped build, manage, and scale Wootric’s customer success and support programs from scratch.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Team HGS

SEPTEMBER 30, 2019

We relay to our client critical consumer journey interactions at all touchpoints, from Engage, Buy, Bill, and Care to Repair and Retain. For this client, HGS mines and shares brand results using a voice of the consumer survey to drive NPS increases of 11%.HGS

Brands 40

Brands Social Media Contact Center 2006 40

SurveySensum

JUNE 29, 2023

Brand Example: Link Net, a telecommunication company , faced a wave of customer complaints regarding slow internet speeds and intermittent connectivity issues. Create a Seamless Customer Journey: Ensure a smooth and positive experience at every touchpoint. Recognizing the urgency, their customer service team sprang into action.

Customer Satisfaction 52

Customer Satisfaction Insights Marketing Exceptional Customer Service 52

SurveySensum

OCTOBER 9, 2023

Creating and sharing NPS, CES, CSAT, and other surveys across various channels is effortless with SurveySensum. SurveySensum boasts a proven track record in a range of industries, from automotive and healthcare to fintech, telecommunications, and insurance.

2023 52

2023 Multi-Channel Demo Feedback 52

CX University

NOVEMBER 15, 2017

Customer touchpoint activities & observations. Do customers who have been touched by CX initiatives have different NPS scores than those not affected? This test requires capturing or allocating all relevant information into a customer-level business intelligence database. Customer profile characteristics.

2017 40

2017 Financial Consulting Customer Centricity 40

Bold360

DECEMBER 1, 2016

Companies get too fixated on the quantitative side and forget that at the end of the day the experience as it is perceived and described by humans (and customers are humans, not just NPS-score carriers) is fluid and filled with shades of grey. Elizabeth Venafro. Christiano Ferraro. ChristianoAFerr.

Customer Experience 104

Customer Experience Customers Consulting E-support 104

Retently

APRIL 11, 2019

For instance, imagine a company that has an NPS® rank of 50 (60% Promoters, 10% Detractors and 30% Passives). In this article, we look at the most popular channels (email, in-app, SMS, phone and messenger) for running NPS surveys , analyze their pros and cons and what they are best suited for. Example of email NPS survey.

NPS 75

NPS Multi-Channel E Commerce Feedback 75