Eptica

FEBRUARY 13, 2019

Author: Taoufik Massoussi - Product Manager & Head of AI One of the biggest challenges for Voice of the Customer (VoC) programs is ensuring that they deliver tangible ROI for a business. Put these together and it is vital that VoC programs deliver real ROI if they are to continue to win investment and drive improvements.

Net Promoter Score 62

Net Promoter Score ROI NPS 2019 62

Customer Bliss

DECEMBER 20, 2016

There are different views on NPS; some love it, some hate it, some are indifferent. What I liked about Amy’s approach is that she introduced NPS as way more than just a number. I’d recommend listening to that section a couple of times; too often we use NPS as a “be-all” metric in customer experience.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

TechSee

JANUARY 2, 2018

Using either of these options allows the insurer to securely capture the evidence of loss documentation required to validate claims. For insurance companies looking for an advantage in today’s highly competitive insurance market, implementing video-based visual claims will not only boost the customer experience, but the ROI as well.

Insurance 116

Insurance Telecommunications Contact Center Document 116

TechSee

DECEMBER 2, 2020

Sharing a view of a physical document, agents can point to a particular line to clarify billing or contract issues, validate coupons, or view damaged goods prior to returns. Selecting the right solution that drives greater adoption among your agents, technicians, and customers will result in a higher ROI. lower high call volume.

Net Promoter Score 109

Net Promoter Score Average Handle Time Contact Center Technology 109

delighted

MARCH 15, 2019

When most companies want to improve their customer experience with a VoC program, they often start with just one customer survey type—usually a net promoter score (NPS) or customer satisfaction (CSAT) survey. Consider your customer experience lifecycle and the teams responsible for each stage.

Net Promoter Score 74

Net Promoter Score NPS Touchpoint Feedback 74

TechSee

FEBRUARY 19, 2019

Whether it’s a line item within a specific order, an email in a crowded inbox or key data in a legal document, Atomian can help. The company has developed cognitive software products for reading and extracting key data from documents, effectively optimizing many company processes. Hall 5 Stand 5E61.

2019 95

2019 Innovation Telecommunications Events 95

CustomerSuccessBox

MARCH 15, 2022

Document the understanding of the product and services to help the customers with their success goals. Billing and invoicing clients Documenting the solutions to the queries Working with the sales team to hunt for new clients Escalating the requests to the concerned departments. Now metrics like NPS, CES, and SLA.

Customer Success 52

Customer Success Management Metrics Customer Retention 52

Horizon CX

JUNE 10, 2022

For example, I worked with an organization that developed a voice-of-the-customer (VoC) program with the primary objective of achieving a high Net Promoter Score (NPS). Where score-chasing becomes the primary objective of CX, programs like those tend to end abruptly or slowly disappear.

Customer Journey 52

Customer Journey Customer Journey Mapping Net Promoter Score NPS 52

CustomerSuccessBox

APRIL 6, 2022

Instead, customer success teams can set up a system for measuring and grading client accounts to see if they’re ready for an aha moment (such as a free service or gift) and what the ROI will be. Do frequent CSAT and NPS surveys to monitor the responses and take corrective actions.

Customer Success 52

Customer Success Customers Innovation ROI 52

Gainsight

SEPTEMBER 28, 2022

But maintaining balance and prioritizing feedback is critical to your ability to continue innovating while also maintaining the intuitive (dare I say “simple”) product experience that your users demand and the NPS scores that your executives expect. How to keep things simple.

2002 52

2002 Roadmap NPS Fashion 52

SuiteCX

JANUARY 16, 2019

With a veritable wealth of verbatim, Moments of Truth, customer feedback, and a trove of response and sales/marketing data and in many cases a very positive NPS alas, those departments still have no true understanding of WHY this is all happening and the levers and triggers that created those data points. Then overlay your VoC/VoE and NPS.

Net Promoter Score 40

Net Promoter Score NPS Document Social Media 40

Centercode

APRIL 16, 2019

Start by documenting a variety of metrics, then prioritize them (or ask your leadership to help you prioritize them). This will give your beta project a score between -100 to 100, similar to the Net Promoter Score (NPS). For more in-depth techniques and resources on demonstrating your beta program’s ROI, download the Beta Test ROI Kit.

Metrics 65

Metrics Net Promoter Score ROI Leadership 65

Eptica

APRIL 11, 2018

Gartner estimates that 80% of an enterprise’s data is unstructured , living in emails, social media posts or other documents. Why it is time to calculate the ROI of VoC programs. This is ignoring a goldmine of information. Essentially, brands are getting a partial view that is internally focused, rather than customer-led.

Net Promoter Score 50

Net Promoter Score Customer Insights Insights Brands 50

CSM Practice

AUGUST 26, 2019

Paul] I will answer this question by first stating my mission statement: to measure and deliver a return of investment (ROI) to my internal and external business partners. Ultimately, that change in behavior is what delivers your ROI. We also use a Google Document to track Customer Success managers’ activities with clients.

Customer Success 49

Customer Success Net Promoter Score ROI Measurement 49

Education Services Group

JUNE 24, 2022

It’s more than ROI. It’s more than a high Net Promoter Score (NPS). This one might seem obvious, but you have to define, document, and measure adoption variables in order to know if a customer is adopting or has adopted your product or service. They want ROI. Which brings me to: adoption is more than usage.

Customer Success 98

Customer Success Net Promoter Score ROI Customers 98

SurveySparrow

NOVEMBER 21, 2020

The NPS plan is designed to create customer loyalty and experience programs at ease. On top of that, you will get impressive features like NPS sentiment analysis, insightful dashboard, NPS survey throttling, custom fields, seamless integration, and much more at a standard rate. Offline Surveys. 360 Feedback Surveys. Zoho Survey.

NPS 52

NPS Brands Feedback Engagement 52

ChurnZero

JANUARY 29, 2021

. As a Customer Success professional, you talk to customers about your products and services all day, every day – whether it’s discussions about product adoption, value, or ROI.

Banking 98

Banking Customer Success NPS Customers 98

SmartKarrot

JUNE 20, 2023

Document and disseminate assigned accounts’ risk assessment data in a precise and timely manner. Document and communicate revenue flow with the designated area of accounts in a precise and timely manner. Data collection, analysis, and reporting with an emphasis on spotting important trends and proving ROI.

Customer Success 19

Customer Success Document ROI NPS 19

Pointillist

SEPTEMBER 10, 2020

Process Mining Many chief financial officers, CIOs, digital officers and operations analysts rely on process mining to document, analyze and improve the efficiency of business workflows. Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc.,

Customer Journey 128

Customer Journey Touchpoint Interaction Customers 128

Gainsight

SEPTEMBER 8, 2020

To ensure consistent, high levels of knowledge across the teams, IntelliShift now creates and records virtual trainings; documents and updates all processes, and requires all CSMs to earn a certification through the LMS. So how can we build a team with comprehensive knowledge and insights? What are the gaps, and how can they be filled?

Webinar 52

Webinar Customer Success Customer Journey Events 52

SurveySparrow

JULY 17, 2019

NPS software of SurveySparrow enables you to predict the loyalty of your customers and how likely they are to refer you to their friends. SurveyMonkey CX comes with training through documentation, webinars, and online. Businesses can analyze customer loyalty with the help of NPS trends. A free trial is offered.

Customer Experience Management 55

Customer Experience Management 2019 Customer Experience Management 55

SurveySparrow

OCTOBER 14, 2020

We already know that AskNicely is one of the easiest and simple NPS platforms. But only a stand-alone NPS platform won’t help you to collect rich insights and engaging surveys. AskNicely is one of the most popular yet simple survey software you can use to increase your business ROI. What is AskNicely? Different question types.

NPS 52

NPS Feedback Social Media Omnichannel 52

Kitewheel

SEPTEMBER 16, 2019

With increasing demands from executives, customers, and even from employees to improve customer experience, your team needs a powerful strategy to prove ROI from CX investments. When it comes to proving ROI on journey management projects, it is critical to have the right level of focus that journey steps can provide.

Measurement 40

Measurement White Paper Customer Journey ROI 40

Chattermill

AUGUST 6, 2019

CX professionals must be prepared to take concepts like NPS and CSATs and connect them to broader company success metrics by extracting insights from customer feedback to more tangible KPIs like sales, savings, and retention rates. For example, if your company used NPS as its primary CX metric. Are there recurring complaints?

Voice of Customer 40

Voice of Customer NPS Metrics Multi-Channel 40

Chattermill

AUGUST 6, 2019

CX professionals must be prepared to take concepts like NPS and CSATs and connect them to broader company success metrics by extracting insights from customer feedback to more tangible KPIs like sales, savings, and retention rates. For example, if your company used NPS as its primary CX metric. Are there recurring complaints?

Voice of Customer 40

Voice of Customer NPS Metrics Multi-Channel 40

ChurnZero

SEPTEMBER 21, 2018

You also send her a link to documentation that she can reference later on. An automated NPS campaign is sent to Valerie now that she has finished training and has logged-in five times within one week. Valerie gives you a nine on the NPS score and is now marked as a Promoter. Customer Success Around the Web.

Rewards Programs 45

Rewards Programs NPS 2018 ROI 45

Retently

AUGUST 22, 2018

But before we dive deep into the NPS® competitive analysis, let’s first understand why airlines, as an industry, trails other verticals in delivering customer satisfaction. Satmetrix NICE 2018 NPS Benchmark by Industry. Competitive NPS Analysis in the Industry. Why do Airlines Have Low Customer Satisfaction Ratings.

Airlines 92

Airlines Customer Satisfaction NPS Net Promoter Score 92

SmartKarrot

FEBRUARY 15, 2022

Structure end-to-end customer NPS and CSAT programs. Design, develop, and deliver operational reports and analyses, i.e., the status of findings, report of unworked opportunities, and projected cost savings/increased revenue that demonstrate product ROI. Utilize Salesforce to document and track customer inquiries and interactions.

Customer Success 19

Customer Success Customers ROI Document 19

SmartKarrot

MARCH 7, 2022

Define, drive, and demonstrate the value (ROI) delivered to Urbint’s customer base. Deliver key success metrics such as NPS and Net Recurring Revenue. Meet net retention and CSAT/NPS KPIs through data-driven analysis, planning, and execution. Manage a portfolio of accounts with a focus on renewals and up-sell conversations.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

CSM Practice

JANUARY 13, 2021

Document goals and use as a baseline KPI. Customer success managers are focused on long-term goals, specifically driving adoption, delivering value, and ensuring ROI. The customer success manager owns the CS Pulse, health, NPS, and relationship sentiment, which should all count towards the renewal forecast.

Touchpoint 98

Touchpoint Customer Centricity Customer Success Customers 98

Waypoint Group

MAY 28, 2015

If you’re company is measuring the customer experience with Net Promoter ® (NPS) or Customer Effort Scores, you should be looking at how each individual feels about your product, account management, and any touchpoint in the customer journey. Don’t just look at average scores that lump everyone together. ABMgmt Click To Tweet.

B2B 56

B2B Management NPS Effort Score 56

ChurnZero

NOVEMBER 5, 2021

To learn how ChurnZero helps customers comply with privacy laws, check out our documentation on ChurnZero’s API for privacy laws compliance. Measure the ROI of your Customer Success software. Make sure your Customer Success software gives you means to comply should your users request their data be removed.

Customer Success 52

Customer Success Net Promoter Score Return on Investment Measurement 52

Kayako

JULY 6, 2017

Aside from keeping up with new technologies – which make you revise documentation and saved replies – you’re trying innovate and future-proof your support strategy, and grow your career. What is the ROI on having a customer-driven company? Working in support means constantly upping your game. So we’re here to help.

Books 37

Books Customer Service Document Culture 37

ChurnZero

AUGUST 23, 2019

Say- in the next 90 days we’re going to implement an NPS process. You don’t want to tie them to metrics that sometimes are impacted by a really wide variety of uncontrollable environments and scenarios such as NPS. I would not tie anybody’s pay to NPS. So, time box it. I’ll tell you what, I wouldn’t tie them to.

NPS 40

NPS Customer Success Sales Metrics 40

TechSee

DECEMBER 9, 2020

For example, an attended RPA case study may be related to the onboarding process, automating the series of documents that a new customer must fill out and sign, or information entry, where a human agent can trigger an RPA task to update customer information across multiple systems.

Contact Center 109

Contact Center Customer Satisfaction Document 2023 109

GetFeedback

MAY 13, 2019

Net Promoter Score (NPS). Examples of feedback of this type are NPS or CSAT surveys, company questionnaires, or customer meetings set up by Product Management to discuss a potential feature. At a minimum, every company should measure and trend key customer experience metrics such as NPS, CES, and CSAT. Ticket feedback.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

Gainsight

JULY 7, 2021

What would be the long-term ROI of virtual events when it came to brand awareness, pipeline and bookings? The majority of our virtual success is due to the efficient communication between teams and a comprehensive triage document that outlined the best responses to copy-paste when attendees, speakers, or sponsors encountered issues.

2021 45

2021 Events Social Media 2013 45