Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business?

NPS 83

NPS Customer Centricity Loyalty Presentation 83

CSM Magazine

APRIL 5, 2018

Or can contact centres start to leverage the move towards AI and create a more customer-focused environment that will result in higher levels of customer care? Video chat empowers your contact centre teams to build a trusted advisor relationship with your customer – something ChatBots simply cannot offer.

Customer Care 40

Customer Care 2030 2004 Average Handle Time 40

Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Waypoint Group

FEBRUARY 4, 2016

In short, Dell found that there were critical gaps in meeting customers’ expectations for order delivery, and decided to do something about it. A better KPI: Rather than just focusing on NPS (an outcome that measures customer relationship strength) Dell decided that a leading KPI was critical. 2 key take-aways: 1.

2014 63

2014 Net Promoter Score Metrics B2B 63

ShepHyken

JUNE 2, 2017

They’re using it to optimize journeys across all their marketing, sales, and service channels, and they’re seeing huge increases in NPS, balance retention, and overall response, as a result. As a result, they’ve reduced their customer churn rate by more than 50 percent since 2014.

Blog 75

Blog Wireless Call Center 2017 75

Clarabridge

MARCH 8, 2017

The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines. Understanding exactly what customers are thinking and how they are feeling about your financial brand helps to better serve account holders and address regulatory requirements at the same time.

Banking 45

Banking Management Net Promoter Score Financial 45

Clarabridge

MARCH 8, 2017

The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines. Understanding exactly what customers are thinking and how they are feeling about your financial brand helps to better serve account holders and address regulatory requirements at the same time.

Banking 45

Banking Management Net Promoter Score Financial 45