Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Expanded paid planning measurement. Tribal Knowledge Base and blog workflow. Khoros Communities.

2019 40

2019 Engagement Social Media Roadmap 40

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Expanded paid planning measurement. Tribal Knowledge Base and blog workflow. Khoros Communities.

2019 40

2019 Engagement Social Media Roadmap 40

Retently

JULY 28, 2023

By 2019, according to Gartner’s CXM Survey , only 11% of companies lacked a CXO and 10% a CCO – a 24% increase compared to 2017. Defines and Implements CX Measurement and Reporting Standards If you’re unfamiliar with CX metrics, here’s a guide explaining everything you need to know.

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) We discussed the LCV metric in more depth in our recent blog post, The True Cost of Losing a Customer.). NPS was a metric first introduced in 2003, which feels like a lifetime ago.

Metrics 219

Metrics Customer Care 2019 Measurement 219

Eptica

FEBRUARY 13, 2019

Date: Wednesday, February 13, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Improving the experience with actionable customer intelligence. Published on: February 13, 2019. In this blog, I’m going to give a bit more details on how two customers in different industries have realized ROI on their investment.

Net Promoter Score 62

Net Promoter Score ROI NPS 2019 62

Eptica

AUGUST 7, 2019

Date: Wednesday, August 7, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Why closing the loop is vital to Voice of the Customer success. Published on: August 07, 2019. These often just provide a headline metric, such as an NPS score without the context behind it or the ability to drive changes.

Customer Success 66

Customer Success Net Promoter Score E-support E Commerce 66

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Published on: November 06, 2019. What’s more satisfying than reporting an “uptick” in a stagnant measurement? But as leaders brag about how their Net Promoter Score (NPS) moved up.05%,

Leadership 77

Leadership Net Promoter Score Contact Center 2019 77

Gainsight

DECEMBER 27, 2019

The weather outside might be frightful, but looking back, 2019 was pretty delightful. With 2020 just around the corner, now is the perfect time to catch up on Gainsight’s top product experience blog posts of 2019. Top 10 Product Experience Blog Posts of 2019. Top 10 Product Experience Blog Posts of 2019.

Article 97

Article 2020 Roadmap Metrics 97

Gainsight

MAY 8, 2019

Pendo can do guides and NPS emails, but not much else. NPS Surveys. For NPS only. But Gainsight PX kicks things up a notch with: Custom events and attributes : Pendo can’t support granular filters for these critical measures. Hotspot beacons to draw the user’s eye and illustrate the proper click path. Custom Surveys.

2019 49

2019 Demo NPS Multi-Channel 49

NICE inContact

OCTOBER 30, 2019

The categories are: Rookie of the Year This category identifies customers who have chartered best practices in implementing any solution from the NICE or NICE inContact portfolio in the 2019 calendar year. Award winners will have implemented programs that deliver measurable impact in operational efficiency and/or revenue generation.

Net Promoter Score 48

Net Promoter Score Hotels 2020 Interaction 48

OpinionLab

SEPTEMBER 12, 2017

In the end, the data couldn’t be trusted so their value in quantifying and measuring CX became limited. The answers – it was claimed – enabled you to predict behavior by measuring customer satisfaction, which in turn provides key CX insight. For many, this has established itself as a key CX measure. A bold claim, for sure.

NPS 94

NPS Net Promoter Score 2003 Measurement 94

Peter Lavers

JANUARY 21, 2019

Amongst all the predictions and forecasts that you’ll read as we enter 2019, here’s one that I’m 100% certain will be spot-on for B2B companies this year: The quality of your customer relationships will directly impact your profits in 2019. Most B2B companies measure customer satisfaction or NPS.

Customer Relationships 40

Customer Relationships 2019 B2B NPS 40

Beyond Philosophy

MAY 9, 2019

When I say value, I’m talking about spending or increase in their Net Promoter Score (NPS), which measures how likely they are to recommend you to friends and family. An example of sophisticated research to understand how customers feel is authentic emotion measurement using facial recognition. 23 April 2019. <

Net Promoter Score 151

Net Promoter Score Hospitality Consulting Retail 151

NICE inContact

JUNE 17, 2019

In our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study , we found that businesses greatly underestimate customers’ likelihood to recommend their company based on their experiences with online chat, apps and websites. Would you want those customer experiences factoring into your NPS?

Management 54

Management Customer Experience Contact Center 2017 54

NICE inContact

JUNE 17, 2019

In our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study , we found that businesses greatly underestimate customers’ likelihood to recommend their company based on their experiences with online chat, apps and websites. Would you want those customer experiences factoring into your NPS?

Management 54

Management Customer Experience Contact Center 2017 54

ChurnZero

DECEMBER 7, 2018

The following is a guest blog post by Jakub Slámka, CMO at Nicereply. . Measuring Customer Effort Score. CES is a customer satisfaction metric that measures how easy it is for customers to get a resolution to their issues. more predictive of customer loyalty than CSAT and 2x more predictive than NPS. How to measure CES?

Effort Score 53

Effort Score Measurement NPS Loyalty 53

Totango

DECEMBER 3, 2020

As compared to 2019, companies are increasingly growing their Customer Success teams to maximize retention and drive growth from existing customers. . NPS (Cited by 45% of Respondents): Net Promoter Scores help illustrate a customer’s experience by asking them to rank how likely they are to recommend your product on a scale of 1 – 10.

2020 64

2020 Customer Success Net Promoter Score Document 64

Chattermill

AUGUST 6, 2019

on 7 Aug 2019. CX professionals must be prepared to take concepts like NPS and CSATs and connect them to broader company success metrics by extracting insights from customer feedback to more tangible KPIs like sales, savings, and retention rates. For more information on what it means to be customer centric read our blog post here.

Voice of Customer 40

Voice of Customer NPS Metrics Multi-Channel 40

Chattermill

AUGUST 6, 2019

on 7 Aug 2019. CX professionals must be prepared to take concepts like NPS and CSATs and connect them to broader company success metrics by extracting insights from customer feedback to more tangible KPIs like sales, savings, and retention rates. For more information on what it means to be customer centric read our blog post here.

Voice of Customer 40

Voice of Customer NPS Metrics Multi-Channel 40

Survicate

APRIL 17, 2019

As of 2019, Mailchimp (now so much more than just an email marketing tool) takes pride in partnering up with other leading marketing tools on the market. Measuring customer satisfaction. Tip: Don’t limit yourself to running NPS surveys via email only. These include customer feedback software like Survicate.

Net Promoter Score 76

Net Promoter Score NPS Social Media Customer Satisfaction 76

ChurnZero

MARCH 29, 2019

This is a guest blog post by Gaetano DiNardi from Nextiva. You want to try to garner measurable feedback as well as useful commentary on how well your service is fulfilling client needs. Net Promoter Score ® (NPS) By measuring overall satisfaction , this kind of rating system is straightforward. Begin with the End.

B2B 73

B2B Net Promoter Score Customer Centricity Webinar 73

Horizon CX

DECEMBER 31, 2018

Case in point—How many more articles are necessary to explain NPS? NPS is still a viable and valuable tool in the CX toolkit and it can certainly provide insights based on reasonable expectations. But do we really need to keep reading article upon article and blog upon blog about how to create a customer journey map?

Chief Customer Officer 40

Chief Customer Officer 2019 Customer Journey Mapping NPS 40

ChurnZero

OCTOBER 30, 2020

Customer Success (as measured by satisfaction) will be the most predictive indicator used by private and public investors to value businesses,” says Abel. Abel explains that when G2 captures customer reviews, they ask a Net Promoter Score® (NPS) question which allows them to see every company’s NPS in real time and how it’s trending. “I

Customer Success 93

Customer Success Net Promoter Score Sales NPS 93

ChurnZero

MAY 23, 2019

Blog Author: Alex Weihmann. How to Keep the Revenue Your Company Worked So Hard to Earn Wednesday, June 19, 2019 2:00 – 3:00 PM EDT. Use industry-first metrics to measure how effectively your company is managing customer journeys. Looking for more tips on how energize your Customer Success Function? Upcoming Webinar.

Net Promoter Score 40

Net Promoter Score Webinar Customer Journey Metrics 40

West Monroe

NOVEMBER 20, 2019

Creating a member or patient experience strategy needs to extend well beyond setting Net Promoter Score (NPS) targets or simply creating a Voice of the Customer (VOC) team. All too often, we see the opposite—the incentivization of staff with targets that actually detract from member or patient experience.

Healthcare 45

Healthcare Customer Expectations Net Promoter Score Competitive Advantage 45

Chattermill

JUNE 3, 2019

Customer Experience Measurement: Which Metrics Should You Focus On? on 4 Jun 2019. In this article, we'll guide you through the various customer experience metrics and how best to measure and optimise your customer experience. So it’s crucial you measure what matters. Why measuring customer experience metrics matter.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

SmartKarrot

MAY 6, 2020

For a successful business to run, the business owners need to evaluate their businesses from multiple view-points through measurable and quantifiable numbers. Product success metrics are the key parameters based on which the performance of a business in the real world is measured. These numbers are called metrics. Product Usage.

Metrics 10

Metrics Measurement Net Promoter Score Download 10

Chattermill

OCTOBER 6, 2019

on 7 Oct 2019. In this blog, we'll talk you through the advantages of collecting open-ended feedback and explain how it can help develop a deeper understanding of your customers. In this blog, we’ll talk why leading CX companies are switching up how they collect feedback. The Advantages of Open Ended Survey Questions.

Net Promoter Score 40

Net Promoter Score Feedback Touchpoint Insights 40

Thematic

JANUARY 17, 2019

Use this post as a guide to lead the way to execute best practice survey analysis in 2019. But if, for example, your Detractors in an NPS survey mention something a lot, that particular theme will be affecting the score in a negative way. The following is an excerpt from a blog written by Alyona Medelyan, CEO of Thematic.

Insights 98

Insights Presentation Net Promoter Score Feedback 98

Pointillist

JUNE 5, 2019

But how do leading organizations optimize their customers’ journeys, improve customer experience and measure its impact on their business? Customer experience is a top priority for organizations in 2019 Customer experience is universally recognized as a top priority by most organizations, regardless of industry or size.

Customer Journey 89

Customer Journey Measurement Management NPS 89

Pointillist

MAY 19, 2020

But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? Adoption of a Journey-based Approach is Critical for CX Success High-performing organizations rely on a journey-based approach to effectively manage and measure CX and maximize business results.

Customer Journey 94

Customer Journey Measurement 2020 Management 94

Avaya

JULY 31, 2019

Artificial intelligence (AI) is considered one of the most important technologies for 2019, particularly within the contact center. But how are companies measuring the effectiveness of their AI rollout? transcription services, sentiment analysis) to replace their existing Net Promoter Score (NPS) program, with tremendous success.

Contact Center 58

Contact Center Net Promoter Score Financial Workshop 58

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Team Support

AUGUST 26, 2020

In Part 1 of this blog series on how to use reports from your B2B customer support software solution to interpret key data and implement strategies as a result. NPS Scores: The NPS (Net Promoter Score) is a measure of a customer’s overall opinion on a company. Experience Index: 2020 Digital Trends, 2019.

B2B 98

B2B Net Promoter Score 2003 NPS 98

ClientSuccess

SEPTEMBER 27, 2018

Gone are the days of phone calls, mailed paper NPS surveys, customer spreadsheets, and post-it notes. Too often, CSMs only focus only on adoption or satisfied customers who give glowing reviews (or in the case of customer success teams, glowing NPS scores). Blog Posts: Customer Success in the C-Suite—Aligning the Board and Exec Team.

2018 74

2018 Customer Success ROI Return on Investment 74

Feedbackly

DECEMBER 27, 2018

This said I think that the year 2019 will be the year when companies really start breaking their data silos and stop using separate systems to collect the data. For the first time in 10 years, we can see lots of investments in measuring and improving one’s employee experience and companies are taking this matter more and more seriously.

2019 40

2019 Customer Experience Customer Journey Employee Experience 40

SmartKarrot

JULY 17, 2020

Luckily enough, this blog helps you do that. And their teams with any of the company objectives and the key performance indicators , KPI such as NPS, training, and development or expansion of the client base. Aside from this, incremental and easy to measure targets that are directly related to the revenue are set. Let’s go now.

Customer Success 10

Customer Success Management 2019 Fashion 10