GetFeedback

JANUARY 31, 2020

Start with your brand ambassadors—the most enthusiastic Promoters in your NPS score reports. NPS is often used for capturing the sentiment from an end-to-end customer experience, but some times, it can be used to fully personalize your customer experience strategy. Now is the time to dig deep.

Customer Experience 230

Customer Experience NPS Culture 2020 230

SurveySparrow

SEPTEMBER 15, 2019

It is highly likely you have been asked the famous question either through an NPS email survey or a widget, which is this-” How likely are you to recommend our product on a scale of 0 to 10?” It is used to find out the customer’s satisfaction from using your product and is an indicator of customer loyalty. Ever wondered why?

NPS 40

NPS 2019 Feedback Brands 40

Thematic

MAY 22, 2019

metrics” like NPS and CSAT, and start establishing CX as a function that makes the customer happier AND creates cost savings and additional revenue through its new initiatives. Some teams lead CX projects that make it easier for customers to find new products and services at just the right moments in their customer journey.

2019 97

2019 ROI Metrics Hospitality 97

GetFeedback

JULY 19, 2019

And yet, it’s not surprising to know companies categorized as customer-centric reported much higher revenue than their counterparts, as documented in Hotjar’s 2019 State of Customer Experience Report. How to set up your Voice of the Customer (VoC) program for success. Net Promoter Score (NPS).

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

Lithium

DECEMBER 28, 2020

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 omni-channel CSAT and NPS surveys. Editor’s note: Part one can be found here. Structured messages.

2019 52

2019 Engagement Social Media Roadmap 52

Experience Investigators by 360Connext

OCTOBER 13, 2020

What does it mean when your NPS drops during a six-month period? But too often, our customer journey maps remain static. When customer journey maps are treated as artifacts instead of tools, they become a historical document. Well, customer journey mapping requires a lot of effort to build from scratch.

Customer Journey Mapping 143

Customer Journey Mapping Customer Experience Net Promoter Score Contact Center 143

Kitewheel

JULY 15, 2019

Customer journeys are a complex subject. They’ve also changed dramatically in the past few years as the market for journey management has evolved. While many businesses have matured in their customer journey orchestration efforts over time, many businesses are still struggling to decide where to begin.

Customer Journey 40

Customer Journey Metrics Customers Loyalty 40

CX Accelerator

OCTOBER 25, 2018

NPS still has value. One of my all-time favorite sessions as a presenter was “The Case Against NPS” alongside Matt Beckwith. The question on the table…does the 15-year-old metric of NPS (Net Promoter Score) still have a place on CX dashboards? NPS Cons: A rising number of consumers are confused by the question.

Net Promoter Score 140

Net Promoter Score NPS Contact Center Metrics 140

Kustomer

JUNE 25, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Annette Franz, CEO of CX Journey Inc. joins Gabe Larsen to continue exploring customer journey mapping and how to do it effectively. For valuable customer journey mapping secrets you don’t want to miss, listen to the full episode below.

Customer Journey Mapping 92

Customer Journey Mapping Customer Journey Workshop Customers 92

TechSee

OCTOBER 5, 2020

In 2019, before the world had ever heard of COVID-19, a Research Report by Field Service News showed that field service organizations were already transitioning to a more customer-centric model. 65% of FS organizations identified customer satisfaction as either equal to or higher in importance than operational efficiency.

Effort Score 207

Effort Score Metrics Net Promoter Score NPS 207

SurveySparrow

FEBRUARY 3, 2019

Here, the 10 best customer experience software ruling the field right now is being discussed. 10 Best customer experience software list for 2019: 1. It is nearly impossible to speak to each and every one of your customers and engage them individually, but it is of utmost importance to keep your customers on top of your list.

2019 75

2019 Customer Experience NPS Social Media 75

ChurnZero

MAY 10, 2019

Top 10 Customer Success Takeaways from TSW 2019. This event brought together thousands of technology leaders from Customer Success, Services, Sales, Product and Marketing. It’s Time to Rethink Your Customer Success Strategy. Karen (@PVSKC) May 7, 2019. Customer Success Should Own Renewals and Upsells.

2019 74

2019 Customer Success Technology Competitive Advantage 74

GetFeedback

NOVEMBER 4, 2019

To explore how the state of B2B VoC has been thus far, we dive into four trends defining VoC programs in 2019 and tell you what you need to know to compete with the best-in-class. If I say “Voice of the Customer” do you automatically think survey? Yippee, our NPS just increased 5 points!” Let’s play a word association game.

B2B 150

B2B Multi-Channel Net Promoter Score NPS 150

CSM Magazine

JANUARY 23, 2019

With this in mind, here are 10 top trends for contact centers and the customer experience in 2019. However, these same organizations frequently have no CRM or data management capability and don’t understand the customer journey or the desired customer experience. Brands will start going back to basics.

Contact Center 55

Contact Center 2019 Omnichannel 2018 55

Feedbackly

DECEMBER 27, 2018

Customer journey will be reborn and start breaking the silos. By now the concept of customer journey has already been known for a quite some time. But what we are seeing based on thousands and thousands of customer engagements is that the ideology is re-emerging. New CX leaders will emerge.

2019 40

2019 Customer Experience Customer Journey Employee Experience 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 omni-channel CSAT and NPS surveys. Editor’s note: Part one can be found here. Structured messages.

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 omni-channel CSAT and NPS surveys. Editor’s note: Part one can be found here. Structured messages.

2019 40

2019 Engagement Social Media Roadmap 40

Gainsight

MAY 23, 2019

In addition to the exciting announcement of the Gainsight Customer Cloud at Pulse 2019 and new offerings that include Gainsight CDP, CX and RO, our product leaders also shared an incredible list of innovations to our existing products. Renewal Center is available in beta now and will be released in the Summer of 2019.

2019 75

2019 Presentation Insights Engagement 75

Experience Investigators by 360Connext

JANUARY 28, 2020

Only 30% of Sales leaders strongly agreed they can even measure customer experience improvements , in a study by Oracle in 2019. Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. So what’s a fearless CX champion like you to do?

2020 250

2020 Net Promoter Score ROI Metrics 250

Experience Investigators by 360Connext

JANUARY 7, 2020

I am seeing a few enthusiastic sorts claiming 2020 will be “The Year of Experience,” “When Experience Finally Wins” or “The Year of the Customer.” For one, a quick Google search will bring you articles that claim 2019 was “The Year of the Customer.” Is there a pattern there?

Net Promoter Score 173

Net Promoter Score 2020 NPS Metrics 173

Experience Investigators by 360Connext

JULY 28, 2020

” But instead, in 2019, things changed. The new statement lists “delivering value to customers” as well as investing in employees. Are there personas and/or customer segments? How are we measuring customer experience? How often are we gathering customer feedback? What metrics are used?

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Measurement 225

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. It solely measured the NPS, based on its feedback surveys.

Net Promoter Score 62

Net Promoter Score ROI NPS 2019 62

Eptica

SEPTEMBER 4, 2019

Date: Wednesday, September 4, 2019 Author: Pauline Ashenden - Marketing Manager How Crédit Agricole Consumer Finance is uncovering the hidden “why” behind the customer experience. Published on: September 04, 2019. That’s why so many successful companies operate Voice of the Customer (VoC) programs.

Net Promoter Score 62

Net Promoter Score Consumers Effort Score Customer Experience 62

TechSee

OCTOBER 29, 2019

Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. Step 2: Define and enhance customer journeys.

Net Promoter Score 95

Net Promoter Score Effort Score Contact Center Customer Journey 95

Beyond Philosophy

NOVEMBER 27, 2020

Dobrev shared some fascinating statistics about both digital transformation and Customer Experience. In 2019, companies spent over $2 trillion on digital transformation, and even more in 2020, with COVID-19 driving many of these projects this year. However, success is not high with digital transformation. Satmetrix Systems, Inc.,

Net Promoter Score 150

Net Promoter Score NPS Insurance Consulting 150

Retently

JULY 28, 2023

The exact timing of the first mentions of the Customer Experience Officer may vary across sources, but it gained prominence in the 2010s, given the growing importance of customer experience as a strategic differentiator. The most well-known and trusted CX metrics are NPS , CSAT , and CES.

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Customer Bliss

AUGUST 15, 2017

Annette is responsible for Thomas Cook’s overall customer experience strategy and road map with a clear focus on the cultural transformation as well as designing the end-to-end customer journey. But it did address a major customer experience pain point. She is a regular speaker at CX events and conferences across Europe.

Travel 204

Travel Hotels 2010 Customer Journey 204

Eptica

JULY 2, 2019

Date: Wednesday, July 3, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Delivering best practice in Voice of the Customer programs. Published on: July 03, 2019. Take a holistic view Collecting VoC feedback has traditionally relied on customers filling in surveys. This clearly needs to change.

Net Promoter Score 62

Net Promoter Score E Commerce ROI NPS 62

AskNicely

AUGUST 17, 2018

Why is Customer Obsession a Priority? A recent Gartner survey of CEOs found that 40% list growth as their number one business priority for 2018 and 2019. And 23% of CEOs list customer service as one of their top three business priorities. Obsession expressed through actioning customer feedback. Get The Book of NPS.

Competitive Advantage 60

Competitive Advantage Feedback Net Promoter Score NPS 60

CX University

NOVEMBER 21, 2020

Customer experience is most commonly misunderstood as customer service which refers to the types of assistance, advice, and levels of engagement customers endure before, during, and after a sales transaction. This article is written by guest author, Chaman Maharaj. CHAMAN MAHARAJ Founder and Director www.beinghuman.cx.

Net Promoter Score 98

Net Promoter Score Brands Loyalty Programs Loyalty 98

Eptica

MARCH 27, 2019

Date: Wednesday, March 27, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Three books that highlight the importance of the Voice of the Customer. Published on: March 27, 2019. You might also be interested in these posts: Google, the GDPR, customer experience and trust. Share this page on: Tweet.

Books 66

Books Net Promoter Score 2019 Loyalty 66

Eptica

NOVEMBER 27, 2019

Date: Wednesday, November 27, 2019 Author: Pauline Ashenden - Marketing Manager With customers becoming more demanding, can self-service really help? Published on: November 27, 2019. Author: Pauline Ashenden - Marketing Manager Customer service is continually increasing in complexity. Share this page on: Tweet.

2019 97

2019 Leadership Consumers Travel 97

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

CloudCherry

FEBRUARY 20, 2019

Secondly, your team needs to be able to adapt your understanding of the customer journey in real-time. If you’re in the middle of a meeting and discover there’s a new friction point impacting customers, how long would it take to add a new touchpoint with your existing CX platform? It’s descriptive, not predictive .

CEM 273

CEM Touchpoint Omnichannel ROI 273

Confirmit

NOVEMBER 15, 2020

Shortly afterwards, Louise implemented text analytics, enabling them to see, per customer journey stage, and customer type, how actions translate into customer experience. Since its launch, Louise’s initiatives led to: Dramatic improvements in NPS, CES and CSAT. 11% increase in customer orders.

2020 52

2020 2019 Touchpoint B2B 52

Eptica

MAY 22, 2019

Date: Wednesday, May 22, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Why sharing customer intelligence is vital to CX success. Published on: May 22, 2019. Unhappy customers who share their bad experiences, damaging revenues and reputation. Share this page on: Tweet.

2019 60

2019 NPS Fashion Customer Satisfaction 60

Experience Investigators by 360Connext

JUNE 28, 2022

Many goals that seemed perfectly reasonable in December of 2019 seemed downright hilarious in December of 2020. If one employee receives many compliments, find out what they’re doing that can be replicated throughout the customer journey. Customer experience work is not just about making customers happy.

Customer Experience 143

Customer Experience Net Promoter Score 2020 Leadership 143