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

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

CloudCherry

SEPTEMBER 19, 2018

In fact, traditional closed loop CEM programs often focus on increasing common survey metrics like NPS and CSAT through customer experience improvements. Webinar: 14 Hacks to Fast Track Your CX Budget Approval. It’s tempting to jump right into investing time and resources on metrics that seem to be moving the needle.

ROI 256

ROI Financial CEM Metrics 256

InMoment XI

FEBRUARY 24, 2022

Metrics are core to any CX program—whether it’s NPS , CSAT , CES , etc. And when you’re looking for a boost of confidence and CX expertise, watch this webinar : Eric Smuda (Principal, CX Strategy & Enablement) speaks on Translating CX Value into the C-Suite’s Language. Tip #1: Break Down Metrics.

ROI 370

ROI Metrics Presentation Webinar 370

Feedbackly

SEPTEMBER 11, 2023

Únete al Webinar para descubrir cómo la Experiencia Emocional está transformando las bases de la Experiencia del Cliente. Es por esa razón por el que organizamos este Webinar. El Webinar será presentado por Marcelo Nardini , Cofundador y Director General de WOW! Aunque el desafío es: saber cómo medir la Experiencia Emocional.

Webinar 96

Webinar NPS 2023 Feedback 96

GetFeedback

JULY 19, 2019

Subsequent NPS/CSAT scores and retention rates. In fact, we recently partnered with our friends at Forrester and launched a webinar on how to build a simple and effective VoC program that impacts the bottom line. . The webinar covered: Why VoC is a critical pillar in a strong CX strategy.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

Feedbackly

JUNE 25, 2024

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

Webinar 52

Webinar NPS Net Promoter Score Insights 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., The NPS score has been around for years and has seeped its way into business vernacular.

Net Promoter Score 153

Net Promoter Score NPS Banking 2003 153

CloudCherry

SEPTEMBER 19, 2018

In fact, traditional closed loop CEM programs often focus on increasing common survey metrics like NPS and CSAT through customer experience improvements. Webinar: 14 Hacks to Fast Track Your CX Budget Approval. It’s tempting to jump right into investing time and resources on metrics that seem to be moving the needle.

ROI 225

ROI Financial CEM Metrics 225

Retently

OCTOBER 16, 2024

Through simple star ratings, NPS scores, or brief open-ended questions, businesses can keep a consistent pulse on how their customers are feeling. 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.

Feedback 133

Feedback Customer Satisfaction Touchpoint Communication 133

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. For example, a health score or usage drop from an escalation may hold more urgency than a recent low NPS rating. Watch it here if you missed it!).

Webinar 98

Webinar Touchpoint NPS Definition 98

InMoment XI

OCTOBER 10, 2023

While these emotions are abstract, metrics like the Customer Satisfaction Score (CSAT ) or Net Promoter Score (NPS) can quantify them, giving businesses a clearer picture of their customers’ sentiments. NPS is a reflection of customer loyalty and satisfaction. Elevate your customer service game today by watching this webinar.

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

CloudCherry

MARCH 28, 2019

Even better, you can see how each conversation resonates through NPS and CSAT feedback. In the past, CX professionals have had to rely on proxy metrics like NPS and CSAT to show their impact on the business. If they were successful, NPS increased. Did a higher NPS drive more revenue? But that’s where the connection stops.

Insights 231

Insights CEM NPS ROI 231

Feedbackly

JUNE 20, 2024

Net Promoter Score (NPS) is one of the most popular CX metrics used for gathering feedback and gauging customer loyalty. While NPS is an effective KPI and can help businesses improve their customer retention rates, it only measures the advocacy aspect of customer loyalty. But here’s the hitch.

NPS 52

NPS Feedback Net Promoter Score Webinar 52

Retently

OCTOBER 5, 2023

It’s the Net Promoter Score (NPS). NPS offers a lens to segment your audience into three groups: the loyal Promoters, the on-the-fence Passives, and the critical Detractors. But why all the buzz around NPS? So, buckle up as we start our journey toward understanding the anatomy of the customer through NPS.

NPS 78

NPS Net Promoter Score Loyalty Feedback 78

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

Feedbackly

JANUARY 18, 2024

Dlatego organizujemy ten webinar. Podzielimy się wskazówkami, jak Ty możesz mierzyć i sprawnie zarządzać Emotional Experience w swojej firmie oraz jak połączyć emocje z NPS. Webinar poprowadzi Justyna Jakubczyk , Strateżka i konsultantka CX oraz właścicielka CX House. Czy Emotional Experience zdominuje rynek CX?

Webinar 59

Webinar NPS Insurance Customer Experience Management 59

GetFeedback

SEPTEMBER 24, 2019

In fact, we recently partnered with our friends at Forrester and launched a webinar on how to build a simple and effective VoC program that impacts the bottom line. . The webinar covered: Why VoC is a critical pillar in a strong CX strategy. Check out the full webinar recording here. Guide to Boosting Customer Loyalty.

ROI 150

ROI Webinar Sales Loyalty 150

ClientSuccess

MARCH 22, 2022

NPS, or Net Promoter Score, is one of the industry-leading measurements of customer satisfaction out there. There are multiple ways to conduct NPS surveys at both a high and user level. There are multiple ways to conduct NPS surveys at both a high and user level. This simple question, “how likely are you to recommend x product?”

NPS 79

NPS Customer Success Net Promoter Score Webinar 79

ShepHyken

NOVEMBER 3, 2020

NPS and CSAT scores are not enough to get the big picture of your customer base. For more, read Simplr’s report, “The State of CX in 2020” and attend (or rewatch) Simplr’s webinar, “How to WOW the NOW Customer” featuring Shep and Daniel! Think of your customers in terms of the classic iceberg metaphor.

Customer Expectations 137

Customer Expectations Webinar Customer Centricity 2020 137

Genroe

OCTOBER 17, 2023

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. The question is, apart from a simple chart of scores, what else should be included in your best practice Net Promoter reporting pack?

Net Promoter Score 52

Net Promoter Score Webinar NPS Feedback 52

SurveyGizmo

NOVEMBER 5, 2021

Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT). The Alchemer NPS Story. 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

Experience Investigators by 360Connext

MAY 12, 2020

” Net Promoter Score (NPS): NPS is a strong loyalty metric, based on the concept that those who interact with your brand are likely to become either detractors (those who speak poorly of the brand) or promoters (those who speak highly of the brand).

Contact Center 162

Contact Center Metrics Net Promoter Score Financial 162

SurveySensum

JULY 18, 2024

Did you know the average number of leads any webinar generates is between 500-1000? So, the next time you launch a webinar don’t forget that it has the potential to boost your revenue and extend your customer base. Now, how do you engage with your attendees after the webinar is over? With post-webinar surveys.

Webinar 52

Webinar Demo NPS Feedback 52

Education Services Group

AUGUST 31, 2022

CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. So now we can say NPS really targets the persona of the buyer, and the Customer Effort Score goes distinctly after the persona of the users.

Webinar 52

Webinar Sales Chief Customer Officer Effort Score 52

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. They use the resulting feedback in 3 ways: 1.

Webinar 60

Webinar NPS Reference Retail 60

ChurnZero

AUGUST 14, 2020

Use these data fields to create segments, trigger alerts, run automated playbooks, send NPS campaigns, manage customer journeys, and calculate ChurnScores. Net Promoter Score ® (NPS) Software. What is NPS software? NPS software is used to create, deploy, and manage NPS surveys. Webinar Software.

Customer Success 87

Customer Success NPS Webinar Net Promoter Score 87

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

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. Discover how to measure the ROI of CX in our webinars and guides.

2025 62

2025 Net Promoter Score ROI Customer Centricity 62

Feedbackly

DECEMBER 2, 2022

Net Promoter Score (NPS) was developed to measure CX from the lens of loyalty and advocacy. While CX metrics like NPS, C-SAT, and CES are very useful for assessing the buying journey and the overall customer experience, they come with a set of limitations. Limitations of other CX metrics. Want to learn more about Emotional Value Index?

Net Promoter Score 98

Net Promoter Score NPS Metrics Customer Journey 98

Think Customers

OCTOBER 11, 2021

Customer Satisfaction (CSAT), Customer Effort Score (CES), and Net Promoter Score (NPS) metrics have long been invaluable tools in the industry, but it’s critical to recognize that these metrics on their own cannot improve customer experience. What is an NPS rating? NPS evaluates customer experience and helps predict areas of growth.

Contact Center 52

Contact Center NPS Metrics Net Promoter Score 52

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

Customer Bliss

FEBRUARY 21, 2019

She read a lot of white papers and webinars, research articles from CCXP and followed the competencies of CCXP assessment and looked at NPS and CSAT research. Rekha explains how she instituted her own method of the three Rs: read, research, and reapply.

Telecommunications 120

Telecommunications White Paper Culture NPS 120

Thematic

SEPTEMBER 12, 2021

NPS, CSAT, CES.it And what if their feedback is spread across CSAT, NPS and other CX surveys? For example, LinkedIn has used Thematic to pull back the curtain on the NPS for its Sales Navigator tool (see a dashboard screenshot below). The insights revealed that LinkedIn’s search functionality has a big impact on their NPS. “It

Metrics 117

Metrics Feedback NPS Loyalty 117

Totango

JULY 22, 2022

For example, one track is dedicated to driving engagement, and features several email campaign templates that can be customized to help you share positive customer case studies, win back users that have stopped using your product, or invite customers to digital events like webinars or training sessions. . Overall NPS score.

Communication 107

Communication NPS Metrics Engagement 107

Totango

SEPTEMBER 1, 2020

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. Provide additional, free seminars and webinars that promote product features. Apply Lessons Learned from Previous Churn Cases. Closely Follow Product Usage.

Net Promoter Score 111

Net Promoter Score NPS Seminar ROI 111

Gainsight

JANUARY 4, 2021

We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Read a blog daily, set a weekly time slot on your calendar to watch a webinar, or listen to a podcast episode while doing chores. Customer Love Book Club: The Expansion Sale ( Watch the webinar recording ).

2021 111

2021 Customer Success Webinar Multi-Channel 111