2001 Interaction Management NPS 
ShepHyken
FEBRUARY 18, 2024
It’s the interactions customers have with employees – all employees. I do like the customer experience definition, which is every touchpoint from the first interaction until the customer is no longer doing business with you. Those interactions can include human-to-human and everything else (website, opening a package, etc.).
PeopleMetrics
AUGUST 7, 2018
An important metric in any successful VoC program is NPS , or Net Promoter Score. You should know a lot about NPS before you begin VoC. NPS is well known across industries, in companies of all sizes, and throughout executive boardrooms. Why is NPS so powerful? Your NPS is 75. Learning from NPS.
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PeopleMetrics
MAY 4, 2020
Recover alerts can be triggered off NPS, a specific question asking if there was a problem, or any other question where a negative response means the customer had a poor experience. In a high-end hotel, for instance, alerts often go directly to a location’s general manager. Alert Management.
PeopleMetrics
JUNE 29, 2020
Basically, any company that is re-introducing human interactions with customers. Add an “NPS Safety” question in the very beginning of the survey. Yes, before NPS. Make it an 11-point scale, just like NPS, anchored by “Extremely Safe” and “Not At All Safe.” After the NPS Safety question, add an open-end to learn more.
TechSee
JANUARY 25, 2023
Just one negative interaction with a technician can spoil a company’s reputation, so field service management must continuously find ways to meet growing expectations for quicker resolutions, shorter arrival times, and better overall customer experiences. Bob is also an author: see his site [link] feinerbook.com.
PeopleMetrics
JUNE 17, 2020
This framework is important for every company to review in light of COVID-19, which has likely impacted how you interact with your customers. NPS is often used in this survey, which helps pinpoint the strength of the customer–company relationship. Do they expect new ways to interact with you?
TechSee
DECEMBER 5, 2017
The Netherlands-based Casengo also offers features such as Workflow management tools and unlimited Inboxes. Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” ” 2. Coveo. It just doesn’t get better than this.”.
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