Thematic

APRIL 29, 2019

“We recently launched a new way of delivering our product and customer churn is a major pain!” — a concerned friend. Since I co-founded customer feedback company Thematic , friends who work on software products often ask me how to effectively use feedback to identify, fix and prevent customer churn.

E-support 85

E-support Feedback NPS Marketing 85

delighted

OCTOBER 4, 2019

Growth marketing is a set of activities intended to acquire more customers, increase revenue, and speak to new audiences and prospects. Many growth marketers focus on tools and strategies designed to bring customers through doors and onto websites. 86% of consumers are willing to pay more for a better customer experience.

Marketing 40

Marketing Customer Experience Net Promoter Score Reference 40

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. Embrace the authenticity challenge.

2016 267

2016 Innovation Marketing Insights 267

Qualtrics

FEBRUARY 17, 2021

As a result, methodologies and cultures built around DevOps and ‘speed’ tend to move organizations in one direction quickly but not necessarily the right direction. Many of us (especially those reading this Qualtrics blog!) Both site intercept surveys and always-on feedback tabs have become mainstay features of websites.

E Commerce 26

E Commerce Webinar Metrics E-support 26

Qualtrics

JULY 9, 2019

Thank you CMS for the push we all needed to refocus on the people we serve and provide a mechanism to elevate their voices to the table. Thank you CMS for the push we all needed to refocus on the people we serve and provide a mechanism to elevate their voices to the table. Active Interactive Voice Response (IVR).

Healthcare 33

Healthcare 2008 Hospitality 2007 33

ChurnZero

APRIL 14, 2020

This is a guest blog post by Alexa Drake from G2. No matter if you’re an associate or a CEO, you know how important the relationship you have with your customer is. . The rapport you keep with your customers is mission-critical to the success of your business. But first, let’s talk about customer feedback.

Feedback 81

Feedback Net Promoter Score E Commerce Loyalty Programs 81

Doing CX Right

JULY 24, 2019

Is “Net Promoter Score,” otherwise known as “NPS,” a good measurement of customer satisfaction. Many customer experience (CX) experts say yes. They depend on NPS as a sole metric to determine customers’ perceptions and feelings about their brand. SHOULD NPS SCORES BE TIED TO EMPLOYEE BONUSES? IS NPS A DRIVER OF REVENUE?

NPS 40

NPS Measurement Net Promoter Score Customer Satisfaction 40

GetFeedback

DECEMBER 26, 2018

Do you really know how your customers feel about your products and services? How about the quality of your customer service? The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly. An Overview of the CSAT Survey. An Overview of the CSAT Survey.

Customer Satisfaction 286

Customer Satisfaction Measurement Net Promoter Score Feedback 286

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

2020 132

2020 Customer Experience Magazine Consulting 132

SurveySparrow

NOVEMBER 26, 2019

“Many, if not most organizations around the world are measuring the customer experience badly!”. Survey Sparrow, the maker of widely celebrated online survey software , was recently fortunate enough to chat with Ian Goldin , one of the most respected voices in the Customer Experience (CX) industry.

Measurement 81

Measurement Books Feedback Touchpoint 81

Qualtrics

SEPTEMBER 15, 2020

Juliana Holterhaus, PhD, Senior XM Scientist, is the lead consultant for Qualtrics Digital Customer Experience. Here are a few takeaways from the discussion… What are the shifts we’re seeing right now to customer experience - specifically digital? Which leads us to our next question. Hear the full interview. Are they ready?

Brands 26

Brands Healthcare Innovation Consulting 26

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). All the leaders were asked the same two questions : 1.

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

Retently

DECEMBER 4, 2019

Detractors are kind of a “taboo” topic in the business world – nobody really likes talking or thinking about upset customers. True, most unhappy customers decide to never use the service they didn’t like, or even worse, share their disappointment with their friends. Scott Cook. Scott Cook. How to Identify Detractors.

Net Promoter Score 125

Net Promoter Score NPS Social Media Feedback 125

2020 Research

NOVEMBER 22, 2022

Marketers must find creative ways to understand their customers in order to remain competitive. Considering a custom market research approach. In this new era, brands will have to get creative and go back to their roots when it comes to gathering intel on their existing and prospective customers. Key Takeaways: .

Webinar 52

Webinar B2B Marketing Consulting 52

Experience Matters

APRIL 7, 2015

In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Clarabridge. NICE Systems.

2015 97

2015 Multi-Channel 2014 CEM 97

Centercode

FEBRUARY 20, 2019

For one, there is no “one size fits all” formula that works for every product, every company, or every customer. Even as groundswell for Beta Testing as a methodology develops, most people running beta tests still rely on tribal knowledge. That’s why we can say this on good authority: beta testing isn’t easy.

Feedback 66

Feedback Download Webinar Presentation 66

Confirmit

MAY 29, 2018

The Net Promoter Score, or NPS®, enables organizations to get a clear vision of the health of their customers’ loyalty. The Net Promoter Score works by segmenting your customers into Promoters, Passives and Detractors, using a very specific NPS formula. What Is Net Promoter Score (NPS®)?

Net Promoter Score 40

Net Promoter Score NPS 2003 Metrics 40

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. Meet Our Panel of Customer Experience Pros: Daisy Jing. Sasha Tenodi. Wendy Glavin. Randy Hernandez. Jess Tiffany. Casey Tibbs. Alex Reichmann. Qiaoli Wang. Jake Rheude. Bryan Clayton.

2016 111

2016 2017 Customer Experience Social Media 111