GetFeedback

JANUARY 1, 2020

This guide will teach you how to use customer loyalty metrics to improve customer experience and increase retention rates.

Metrics 195

Metrics Loyalty NPS Customers 195

ShepHyken

JANUARY 1, 2020

I’m going to break away from my typical articles about customer service and experience and get personal. It’s that time of year when we make New Year’s resolutions that, while well-intentioned, we quickly fall short of and often forget in a very short time. Personal goals about working out and losing weight seem to be the most popular. Those resolutions can often be frustrating, especially if they become a pattern of failure that repeats year after year.

Customer Service Training 109

Customer Service Training Customer Service Article Information 109

SurveySparrow

JANUARY 1, 2020

CX is everywhere, but there continues to be confusion about what it is and the commitment it takes and the reason to make the commitment. SurveySparrow, the maker of the internet’s favourite online survey software , was recently fortunate enough to chat with Jeanne Bliss , one of the most respected voices in the Customer Experience (CX) industry. Today, we’ll have the opportunity to pick Jeanne’s brain about what goes into designing an effective CX campaign.

Customer Experience 88

Customer Experience 2006 Chief Customer Officer Books 88

Gold Research

JANUARY 1, 2020

NPS has proven to be the most common metric for measuring customer loyalty since its introduction in 2003 by Bain & Company and SatMetrix. Once a company starts measuring it, the natural question is how to improve it – especially when compensation is tied to the measurement target. Many companies try a variety of service improvement projects across multiple departments to impact their NPS and wait until the next annual cycle to see the result.

NPS 52

NPS 2003 Customer Journey Measurement 52

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GetFeedback

JANUARY 1, 2020

Without a compelling subject line, your survey may never get opened. Try these 5 survey email subject line strategies to boost open rates and responses.

Article 195

Article 195

GetFeedback

JANUARY 1, 2020

Learn how to measure and take action on Customer Satisfaction surveys right inside of Salesforce.

Customer Satisfaction 243

Customer Satisfaction Measurement Customers 243

NetBase

JANUARY 1, 2020

Just because you’re taking the day off to celebrate , doesn’t mean your social listening platform should. Customers are talking during the holidays, and we’re listening for you! Happy New Year! – NetBase. The post Customers Are Talking During The Holidays – Are You Listening? appeared first on NetBase.

Customers 52

Customers 52

GetFeedback

JANUARY 1, 2020

The basics on how to use a Net Promoter Score (NPS) survey.

Net Promoter Score 243

Net Promoter Score NPS 243

Brandwatch CX

JANUARY 1, 2020

The number of social media conversations happening at any given time is massive. They ebb and flow with the news and cover any and all topics. From grandparents sharing local, old photos on Facebook groups to endless pop culture debates on Reddit. Social listening, or social media listening, gives you the ability to take all these conversations get meaningful insights and data out of them.

Social Media 119

Social Media B2C Government Insights 119

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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