Lumoa

APRIL 3, 2018

The Net Promoter: what is it? The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. That time, customer experience management was still unknown to the most of the business doers. When would the key part of the experience still be fresh in the customer's minds?

Net Promoter Score 134

Net Promoter Score NPS Touchpoint Feedback 134

InMoment XI

APRIL 3, 2024

Digital experience (also called digital customer experience or abbreviated as DX ) is an extension of traditional customer experience. But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints.

Customer Expectations 260

Customer Expectations Touchpoint 2024 Omnichannel 260

Lumoa

JUNE 26, 2023

Net Promoter Score – NPS 2. Customer Satisfaction Score – CSAT 3. Customer Effort Score – CES 4. Customer Churn Rate – CCR 6 Ways To Improve Your Omnichannel Customer’s Experience 1. This data will help you create individual experiences for customers.

Omnichannel 83

Omnichannel Customer Experience Net Promoter Score Social Media 83

Happy or Not

SEPTEMBER 23, 2021

This should also be experienced at every touchpoint across all your channels – from the store clerk to the online experience to the phone call the customer makes. What is customer delight? Two popular survey methods are the Net Promoter Score and the Customer Satisfaction Score.

Customer Satisfaction 66

Customer Satisfaction Net Promoter Score NPS Touchpoint 66

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Hand-picked related content: How to reduce churn using customer journey analytics ].

Customer Retention 110

Customer Retention Loyalty Programs Customer Journey Loyalty 110

delighted

APRIL 19, 2019

You’ve done the hard work and earned your customer’s attention, but do you know how loyal they are to your brand or how engaged they are in your business? Do you know why some customers tend to stay while others go? How satisfied were you with [the onboarding experience]? That’s where transactional surveys come in.

Measurement 56

Measurement Customer Experience NPS Touchpoint 56

delighted

APRIL 19, 2019

You’ve done the hard work and earned your customer’s attention, but do you know how loyal they are to your brand or how engaged they are in your business? Do you know why some customers tend to stay while others go? How satisfied were you with [the onboarding experience]? That’s where transactional surveys come in.

Measurement 40

Measurement Customer Experience NPS Touchpoint 40