CX University

NOVEMBER 21, 2020

Whilst these interactions are micro-moments in the end-to-end customer journey, customer perception may not be reality but is an undeniable belief system that belongs exclusively to its bearer. This article is written by guest author, Chaman Maharaj.

Net Promoter Score 98

Net Promoter Score Brands Loyalty Programs Loyalty 98

SurveySensum

JULY 11, 2023

Here’s how you can do it – Collect relevant customer data to understand their preferences and needs. Segment your customer base based on common characteristics or behaviors. Use customer persona to deliver personalized recommendations and offers. Here’s how Starbucks does it with – Starbucks Rewards.

Brands 83

Brands Customer Experience Rewards Programs Touchpoint 83

Totango

MAY 6, 2021

For example, you can track how well new customers are progressing through the onboarding process, identify customers who are struggling and proactively reach out to assist them through automated messages or live support. Customer Satisfaction Score (CSAT) tracking. Customer effort score (CES) tracking.

Customer Retention 74

Customer Retention Net Promoter Score Customer Journey Reference 74

delighted

JUNE 1, 2022

Knowing what your customer lifetime value is versus your acquisition costs can shine a light on how you need to adjust your strategy to bolster margins: optimize your lead generation program, focus on delivering more value for your customers, or both. Average customer lifespan. Start a rewards program.

Net Promoter Score 70

Net Promoter Score Customer Retention Loyalty Customers 70

delighted

DECEMBER 10, 2019

In that case, showing the opportunity for financial return with 3rd-party statistics like the ones below can help stakeholders see the potential of a CX program: Retail customers who are promoters spend 3.5-4x Rewards programs with strong NPS incite customers to spend 2.2x

ROI 40

ROI Measurement Customer Experience Metrics 40

SurveySparrow

SEPTEMBER 25, 2020

Net Promoter Score: NPS asks a single question that is easy to understand and even easier to answer. Your existing customers who are already happy with your products will be more than happy to share your business with their peers, especially if there is an incentive involved. It doesn’t hurt to be extra careful. .

Sales 59

Sales Loyalty Programs Feedback Net Promoter Score 59