Thematic

JANUARY 17, 2023

It’s much easier to focus on positive metrics, and present data that, at least on the surface, makes it look like ‘we’ are performing well. This is what I call watermelon syndrome - presenting a green scorecard to your stakeholders that falls apart under questioning, revealing the red metrics inside.

Metrics 62

Metrics NPS Contact Center Presentation 62

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Metrics 172

Metrics Net Promoter Score Customer Experience NPS 172

Lumoa

JANUARY 31, 2023

Set a common customer experience metric and target for the organization. Consolidate customer experience insights into one single dashboard and give all the teams access to the same insights about what is driving the metric up or down. Why did we choose NPS? The Net Promoter System is a powerful metric for target setting.

Customer Experience 176

Customer Experience NPS Touchpoint Customer Centricity 176

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! NPS, CSAT, FCR, Health / Effort Score, etc.) An equivalent metric can be monitored for EX and PX: cycle time and value.

Metrics 62

Metrics Management ROI Effort Score 62

Experience Investigators by 360Connext

MAY 15, 2024

I love the idea of how communication and “titles” can empower people across the organization to give everyone a better experience.) “We And by aligning CX metrics with key business metrics, Maggie’s team has created powerful visibility and responsibility for achieving those goals. Folks are really inspired to change these.

Customer Experience 143

Customer Experience Customer Journey Mapping Culture Customer Journey 143

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. Given this backdrop, it’s easy to ascribe this insecurity with and disconnection from investors to personal flaws and incompetence or inherent incompatibility – when what these differences really come down to is communication styles. Board meetings.

Metrics 98

Metrics Customer Success Engagement Customer Satisfaction 98

Experience Investigators by 360Connext

JANUARY 28, 2020

Your leadership team and executives probably understand that it’s not acceptable to simply skip investing in sales, marketing or customer service. If Net Promoter Score (NPS) is your metric, then get to know where you stand and where you’ve been. Of course, it’s not just one metric. Communicate.

2020 250

2020 Net Promoter Score ROI Metrics 250

CSM Practice

FEBRUARY 8, 2023

One of the best ways to grow your business is to track several customer success metrics and use this SaaS valuation data to make effective decisions. If you’re wondering what kind of data to collect, these metrics will help you measure customer satisfaction levels and develop strong retention strategies. Start tracking metrics today!

Metrics 52

Metrics Net Promoter Score Advertising 2025 52

Totango

MAY 7, 2024

You might set the following responsibilities: This model encourages two-way communication between CSMs and AEs and visibility for team leaders. Whether on the phone, in person, or via voice notes, verbal communication is far more collaborative than hiding behind Slack DMs, texts, and emails. Use your words Talk to each other!

Sports 97

Sports Sales 2024 Net Promoter Score 97

Customer Bliss

APRIL 11, 2017

Brian Andrews is a pioneer in the implementation of NPS – the Net Promoter System™. He’s currently the Senior CX Principal at Medallia, after being VP, Customer Experience and NPS at Sprint. While at Intuit, Brian won CEO Leadership Awards in 2007 and 2009, as well as Scott Cook Innovation Awards in 2006 and 2008.

NPS 163

NPS Net Promoter Score 2003 2007 163

Customer Bliss

AUGUST 3, 2018

Additionally, we chat about what we look forward to seeing in the future of CX and how this should affect your company’s growth and leadership. . Metrics tools are great but don’t forget about the human element. 7 Customer Experience Insights You Can Apply to Your Organization. A holistic approach is required to get real results.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

BlueOcean

OCTOBER 6, 2020

Sometimes the leadership team shifts, with people moving on to other opportunities or new leaders entering the mix and shaking things up. Is communication still going strong and do you feel comfortable in those interactions? What Service Level Metrics Are Most Relevant to Your Business Now? Is There Still Cultural Alignment?

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

ChurnZero

JUNE 17, 2022

Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 98

Metrics Definition Engagement Measurement 98

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Focusing exclusively on the WHAT of metrics, not the WHY Business leaders in every industry are driven by data and charts. But as leaders brag about how their Net Promoter Score (NPS) moved up.05%, Predictive analyses?

Leadership 77

Leadership Net Promoter Score Contact Center 2019 77

Zeisler Consulting

FEBRUARY 4, 2021

Y’all know I’m a big fan of metrics. I was chatting with a colleague the other day and he had an awesome turn-of-phrase regarding metrics that I’d never heard of before. I was chatting with a colleague the other day and he had an awesome turn-of-phrase regarding metrics that I’d never heard of before. So yea, I dig numbers.

Metrics 81

Metrics Contact Center Measurement Insurance 81

Retently

JULY 11, 2018

In fact, most uses of NPS® nowadays directly refer to NPS2. When NPS started being used, the online environment – especially social media – was nowhere close to reaching its full potential. Thought Leadership. NPS vs NPS2 – What is the Difference? What Is NPS2? There’s no exact NPS2 definition.

NPS 90

NPS Net Promoter Score CEM Social Media 90

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Customer Success Net Promoter Score E-support 75

SurveySensum

FEBRUARY 10, 2022

NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others. Encourage buy-ins across divisions to incorporate NPS. Set NPS goals for each department. The first step to improve your NPS score is to understand the CURRENT STATE of your NPS Program.

NPS 52

NPS Net Promoter Score Touchpoint Feedback 52

SurveySensum

FEBRUARY 3, 2022

NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others. Encourage buy-ins across divisions to incorporate NPS. Set NPS goals for each department. The first step to improve your NPS score is to understand the CURRENT STATE of your NPS Program.

NPS 52

NPS Net Promoter Score Touchpoint Feedback 52

ChurnZero

JANUARY 6, 2022

Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. Choose Metrics that Emphasize Your Value. Changing the perception of Customer Success within your organization starts by evaluating your metrics. Not so much.

Metrics 98

Metrics Customer Success Customer Journey Mapping Net Promoter Score 98

CX Accelerator

OCTOBER 7, 2019

NPS, CSAT, CES, etc.)?How As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. Establish communication strategies and tactics to share the importance of CX and provide the proper change support. How will you define success?

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

CX Accelerator

OCTOBER 7, 2019

Ask key questions, such as: What are key metrics for tracking customer experience quality, satisfaction, and loyalty (e.g., NPS, CSAT, CES, etc.)? As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience.

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

CX Accelerator

OCTOBER 7, 2019

Ask key questions, such as: What are key metrics for tracking customer experience quality, satisfaction, and loyalty (e.g., NPS, CSAT, CES, etc.)? As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience.

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

Experience Investigators by 360Connext

OCTOBER 13, 2020

Reactive CX: Metrics are Measured for Measurement’s Sake. Gathering customer feedback and objectively reviewing cold, hard facts in the form of metrics can be a job in itself. ” The power of these metrics, of course, is in the insights they provide. What does it mean when your NPS drops during a six-month period?

Customer Journey Mapping 143

Customer Journey Mapping Customer Experience Net Promoter Score Contact Center 143

Lumoa

FEBRUARY 9, 2023

Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Why is NPS ® going up or down? Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Why are your customers turning away from you?

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Thematic

SEPTEMBER 18, 2018

If yes, I’m sure you needed to come up with a rationale on which metrics to choose for this: Is it an all ubiquitous Net Promoter Score (NPS), the traditional customer satisfaction CSAT, or a more recent invention Customer Effort Score (CES)? Is one enough or should you implement several metrics? Does it actually matter?

Metrics 54

Metrics Net Promoter Score Customer Experience Effort Score 54

Experience Investigators by 360Connext

AUGUST 17, 2021

Cross-functional leadership is a key factor in leading any customer experience program. What metric went up? They’re a long-time customer and were really understanding, but according to our own processes, we definitely should have communicated proactively. Invite the teams and leaders you need based on your overall CX goals.

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

SurveyGizmo

NOVEMBER 5, 2021

Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT). The API can serve as a catalyst for automated actions based on metrics like lead score. The Alchemer NPS Story. Like many companies, we collect NPS scores from customers. But NPS has a dirty secret — very few companies do anything with the data.

Net Promoter Score 98

Net Promoter Score NPS 2022 Social Media 98

Horizon CX

APRIL 30, 2024

Key elements of transformation include: Visionary Leadership: Transformational leaders articulate a compelling vision for the future, inspiring stakeholders to embrace change and pursue ambitious goals. Conclusion Organizational transformation is a multifaceted endeavor that requires vision, leadership, and collaboration.

Customer Centricity 52

Customer Centricity 2024 Competitive Advantage Culture 52

Beyond Philosophy

JUNE 20, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.) performance metrics flatline and, for all intents and purposes, have little or no granular actionability.

B2C 102

B2C B2B Metrics Competitive Advantage 102

Amity

NOVEMBER 30, 2016

Communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate and… communicate. Did I make my point?

Communication 57

Communication Customer Success Net Promoter Score Metrics 57

Customer Bliss

MAY 4, 2017

” The company did have content and was using NPS. Tabitha identified the “big rocks” related to CX, and then she asked the leadership team these questions: The data says this. The culture/communication part of CX is often left on the table: Don’t let this happen. Tabitha got to enter with two employees.

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

ShepHyken

DECEMBER 3, 2021

More than 20 initiatives were instituted, including the creation of communication channels; the establishment of a path for employee recognition; and performance/individual development plans. Net Promoter Score (NPS) — Establishing baseline ratings and gathering key customer feedback . Voice of Customer. Closing the Operational Gap.

Customer Experience 140

Customer Experience Net Promoter Score 2021 Transportation 140

AskNicely

OCTOBER 17, 2017

On the other end of this invisible scale you have the launches that require serious project and change management, ongoing communication and a commitment to company-wide culture change. Guess where your Net Promoter Score (NPS) launch falls? Know what you’re getting yourself into before you launch NPS. Getting started is easy.

NPS 60

NPS Net Promoter Score Reference Metrics 60

Daniel Group

NOVEMBER 30, 2022

how to use CX metrics most effectively. Fred Reichheld, author of Winning on Purpose, and the creator of the Net Promoter System, speaks to attendees about how to implement NPS the right way. His approach is straightforward: they measure customer count over time and compare the count change with the change in key CX metrics.

2022 98

2022 NPS Net Promoter Score Presentation 98

Experience Investigators by 360Connext

SEPTEMBER 6, 2017

Then he scolds his people when metrics like Net Promoter Score (NPS) or Customer Satisfaction go down. And since he doesn’t offer any ideas or help direct an initiative to drive those metrics upward, those numbers continue to slip or stagnate. Communicate. Then over-communicate. And that’s all. Guess what?

Net Promoter Score 547

Net Promoter Score Customer Centricity Metrics Customer Journey 547