Kerry Bodine

APRIL 30, 2019

I credit three events with the rise of our modern customer experience discipline. Event #1: Net Promoter Score ® arrived on the scene. Since then, Net Promoter Score has become nearly ubiquitous in marketing and CX circles — and with good reason. Event #2: Social media went mainstream.

Events 59

Events 2006 Net Promoter Score 2007 59

Experience Investigators by 360Connext

MAY 26, 2020

A service blueprint considers the customer experience, then drills down to the “backstage” events. A sales associate manually processing a customer payment. An account manager reaching out after a sale to follow up with a customer. But those groceries don’t show up magically, do they? Click To Tweet.

Customer Journey Mapping 143

Customer Journey Mapping Net Promoter Score Customer Journey Workshop 143

CSM Practice

FEBRUARY 8, 2023

You can calculate the CAC by dividing your total sales and marketing expenses by the number of new customers you attract within a given time frame. Lead-to-Customer Rate Lead-to-customer rates indicate how well you’re converting leads into paying subscribers, indicating whether your sales strategies are working.

Metrics 52

Metrics Net Promoter Score Advertising 2025 52

ChurnZero

SEPTEMBER 8, 2020

Since getting together 13,000+ attendees together in one place wasn’t going to be on the horizon for the rest of this year, they hosted the SaaStr Annual at Home event last week. It was an all digital event with over 50,000 global attendees. Types of companies that aren’t easy: vision-led, sales-led & committee-led.

Net Promoter Score 90

Net Promoter Score Customer Success 2020 NPS 90

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. CSAT is used to measure the customer satisfaction of a specific interaction or event. Reduced costs. .

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

ProProfs Chat

JUNE 19, 2020

These customers tend to repeat their purchase and act as brand advocates at various events/situations. Brand loyalty and the likelihood of repeat and new sales can be measured through Net Promoter Score. Brand loyalty and the likelihood of repeat and new sales can be measured through Net Promoter Score.

Net Promoter Score 78

Net Promoter Score NPS Insurance 2003 78

GetFeedback

AUGUST 29, 2018

If you use Net Promoter Score (NPS) to keep tabs on customer happiness, then you know how painful a low score can feel. While NPS is a valuable customer experience metric , it also opens you up to a lot of criticism from detractors, or customers who give you a score of 6 or below. PR, HR, sales, etc.).

Net Promoter Score 223

Net Promoter Score NPS Feedback Social Media 223

ProProfs Chat

APRIL 25, 2019

Well, one answer to that question is to make more sales, and no doubt that is important, another answer to that is customer retention. Offer Customers Testimonials and Use Cases During the Sales Process. Make use of Net Promoter Score software to track customer trends and collect actionable feedback.

Customer Retention 66

Customer Retention Net Promoter Score Social Media Loyalty 66

Beyond Philosophy

NOVEMBER 10, 2014

A Global Shipping company increased its Net Promoter Score (NPS) by 40% points over 30 months. The company linked every 4% points improvement of their NPS score to 1% improvement in shipping volume, thus increasing volume by 10%.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. This often gets translated into the following business text: SALES! MORE SALES! There is a basic understanding that investing in sales means earning business results. Absurd, right?

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Totango

JULY 5, 2022

Low Net Promoter Score (NPS). To ensure happy customers, shift your focus from sales and marketing to the ongoing nurturing of existing customers by shaping your actions to meet your customers’ needs and driving recurring value for both sides. Signs to look for when learning how to identify at-risk customers include: .

Customer Success 99

Customer Success Net Promoter Score Events Customer Relationships 99

CX Accelerator

OCTOBER 25, 2018

Despite a general soreness from impromptu desert hiking in the picture above, as well as a beard full of whipped topping from the “Wild West Olympics”, it was a remarkable event. The question on the table…does the 15-year-old metric of NPS (Net Promoter Score) still have a place on CX dashboards? NPS still has value.

Net Promoter Score 140

Net Promoter Score NPS Contact Center Metrics 140

Education Services Group

OCTOBER 15, 2020

Conversations & Product Engagement Score. Attending the virtual BIG RYG event was easily a highlight of my year. However, I was most inspired by Pendo’s Product Engagement Score (PES). He predicted that in the next 3-5 years, compensation between Customer Success and Sales will become close to equal.

Net Promoter Score 105

Net Promoter Score Seminar Presentation Customer Success 105

Retently

AUGUST 29, 2022

One of the most common questions we receive, as an NPS®-focused software business, is how Net Promoter Score® differs from the type of data you can extract by studying people’s reactions on social media platforms like Facebook, Twitter and Instagram. Customer satisfaction, as measured using Net Promoter Score, does.

Social Media 158

Social Media NPS Net Promoter Score Marketing 158

Totango

AUGUST 25, 2022

SaaS customer engagement strategies promote higher engagement, more successful outcomes, and more satisfying experiences. It increases customer satisfaction and loyalty, driving higher subscription renewal rates, reduced churn, and more sales from upsells and referrals. How Is SaaS User Engagement Measured?

Customer Engagement 98

Customer Engagement Engagement Net Promoter Score Metrics 98

delighted

NOVEMBER 30, 2021

For example, with Delighted Net Promoter Score (NPS) surveys , you can customize your NPS question and send the survey at particular touchpoints to assess and measure loyalty. Improving touchpoint experiences with surveys. NPS, CSAT, and CES surveys across a customer journey map.

Touchpoint 83

Touchpoint Net Promoter Score Customer Journey Mapping Social Media 83

SurveyGizmo

FEBRUARY 12, 2020

They are infusing engagement into their company DNA and, together with SurveyGizmo, have created a continual feedback loop to fuel a 10-fold increase in their Employee Net Promoter Score (eNPS). A Gallup survey reported that highly engaged teams deliver a “10% increase in customer ratings and a 20% increase in sales.”

Interaction 81

Interaction Feedback Net Promoter Score Engagement 81

Kitewheel

AUGUST 14, 2020

Regardless of your industry, good customer experience is the key to increasing retention, satisfaction, and sales. For example, surveys are a great way to measure your net promoter score. Your net promoter score will tell you the percentage of customers that love your brand, are neutral to it or dislike it.

Net Promoter Score 52

Net Promoter Score Customer Experience Social Media Customer Satisfaction 52

Beyond Philosophy

SEPTEMBER 15, 2015

Did you know Netflix’s Net Promoter Score (NPS) is higher than the cable companies? For those of you that don’t know, Net Promoter Score (NPS) represents the likelihood a Customer would recommend your product or service to other people (i.e., I love Netflix. It is simple.

Net Promoter Score 153

Net Promoter Score NPS Banking 2003 153

Totango

JANUARY 30, 2020

One way of looking at it is that Account Managers operate reactively often within a sales environment and with a focus on renewal and expansion, while Customer Success Managers (CSMs) pay close attention to customer behavior and health. Using Customer Success Software. Customer Success vs Account Management: Equal Partners.

Customer Success 71

Customer Success Management Net Promoter Score Metrics 71

ChurnZero

AUGUST 14, 2020

Its workstreams rely upon inputs such as sale’s manual data entry and gut instincts. Since buyers typically follow a uniform purchasing journey, CRMs are ideal for managing a sales pipeline. (If If you think a CRM is suitable for post-sale customer management, you’re wrong and here’s why.). Sales or Sales Operations.

Customer Success 87

Customer Success NPS Webinar Net Promoter Score 87

Totango

JANUARY 30, 2020

One way of looking at it is that Account Managers operate reactively often within a sales environment and with a focus on renewal and expansion, while Customer Success Managers (CSMs) pay close attention to customer behavior and health. Using Customer Success Software. Customer Success vs Account Management: Equal Partners.

Customer Success 63

Customer Success Management Net Promoter Score Metrics 63

CSM Practice

FEBRUARY 24, 2020

During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience. 6. Net Promoter Score (NPS). Net Promoter Score (NPS) is the percentage of your customers that are likely to recommend your SaaS solution to others.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy. Event participation. Another is to consider the quality of the event.

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Chief Customer Officer 52

AskNicely

SEPTEMBER 13, 2018

?. For Katie Bullard — Chief Growth Officer at DiscoverOrg , the leading marketing and sales intelligence provider — it took years of miserable holiday shopping experiences to recognize a truly great one. Thank you to Katie for sharing DiscoverOrg’s story at our latest CX Obsession event. Want to see CX Obsession happen in your city?

Net Promoter Score 60

Net Promoter Score Events B2B Sales 60

AskNicely

JUNE 6, 2018

Back in April, Portland’s customer experience gurus gathered for the first-ever CX Obsession event. The industry historically makes its sales based on consumer fear, uncertainty, and doubt. Stay tuned for more CX Obsession videos, stories, and details on our next event (coming sooner than you think!). Love your feedback!

Net Promoter Score 60

Net Promoter Score Events Demo Customer Centricity 60

Gainsight

APRIL 30, 2019

Customer Satisfaction Score (CSAT). Net Promoter Score (NPS). Triggering a survey following an important event, like the end of onboarding or first use of a feature, will provide a more accurate sentiment. Net Promoter Score (NPS). Monthly Active Users (MAUs)/Daily Active Users (DAUs).

Metrics 65

Metrics Net Promoter Score Management NPS 65

eGain Blogs

MAY 8, 2020

A major tax prep services organization helps taxpayers at scale with a chatbot-fronted, omnichannel digital service and sales process, including human-assisted chat (text and video) and co-browse, all connected together for context and journey continuity. The bank vaulted to #1 from #3 in NPS (Net Promoter Score) at the same time!

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Omnichannel 52

eGain Blogs

MAY 8, 2020

A major tax prep services organization helps taxpayers at scale with a chatbot-fronted, omnichannel digital service and sales process, including human-assisted chat (text and video) and co-browse, all connected together for context and journey continuity. The bank vaulted to #1 from #3 in NPS (Net Promoter Score) at the same time!

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Omnichannel 52

Beyond Philosophy

OCTOBER 28, 2014

You wait because you are “service” call, and all the agents are busy with “sales” calls. Naïve and Transactions companies like to transfer a call, or tell you how important you are while you wait to be answered…sometimes for a long time.

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

Lumoa

JULY 21, 2022

From new customer onboarding to software installation, tech support, sales, and billing, telecom providers have built a reputation for delivering what’s often perceived as low-quality services and a subpar customer experience. . Sales and Revenue. The telecommunications industry is not known for its high-quality customer service.

Customer Experience 94

Customer Experience Telecommunications CEM Net Promoter Score 94

SurveySparrow

JULY 24, 2023

Data Collection & Analysis : Gather customer data pre-and post-sale, then analyze it for trends and insights that can drive improvements. Net Promoter Score (NPS ): Measures customer loyalty by asking customers their likelihood of recommending a company. Provides qualitative insights into customer experiences.

Customer Experience 52

Customer Experience Net Promoter Score Loyalty Customer Satisfaction 52

One Millimeter Mindset

JULY 16, 2018

In small businesses, with a small employee pool and limited sales staff, this model often appears as the most efficient means of applying everyone’s skill sets. Are net promoters really all that satisfied? Then again, many large businesses often rely on a net promoter scoring model. Enough to remain loyal?

Net Promoter Score 48

Net Promoter Score Workshop Customer Satisfaction Customer Retention 48

PeopleMetrics

MAY 7, 2015

When I was a kid, sometimes at parties or other events, we’d line up for an egg toss. A Closer Look at the Transition From Sales to Delivery. And we found that introducing the delivery team during the sales process has a positive impact on the way that buyers perceive meeting value. Why are you writing about egg toss?

Customer Experience 94

Customer Experience Net Promoter Score B2B Telecommunications 94

CustomerSuccessBox

JUNE 13, 2022

Increasing the effectiveness of sales. Because marketers may track customer and sales journeys to discover opportunities for improvement, this is the case. Customer intelligence can assist enhance sales efficiency and productivity by optimizing procedures and enhancing sales efficiency. Increasing strategic flexibility.

Customer Success 52

Customer Success Net Promoter Score Customer Centricity Customers 52

Solvvy

AUGUST 31, 2022

Two are customer satisfaction score (CSAT) and Net Promoter Score® (NPS). Net Promoter Score developers found that answering one question is a good indicator of customer satisfaction. CSAT surveys related to these events can be the most beneficial to your business: Before Renewal or Repurchase.

NPS 62

NPS Net Promoter Score Customer Satisfaction Feedback 62

Kerry Bodine

APRIL 30, 2019

I credit three events with the rise of our modern customer experience discipline. Event #1: Net Promoter Score ® arrived on the scene. Since then, Net Promoter Score has become nearly ubiquitous in marketing and CX circles — and with good reason. Event #2: Social media went mainstream.

Events 18

Events 2006 Net Promoter Score 2007 18