Qualtrics

SEPTEMBER 23, 2019

If they buy more, then you can begin to identify the impact that it has on the relationship with the customer. For example, one large communications firm embraced both the voice of the employee (VoE) and VoC and, as a result, saw its employee Net Promoter Score (eNPS) go up 60 points in one location.

Net Promoter Score 20

Net Promoter Score Webinar Leadership Metrics 20

ChurnZero

JULY 2, 2021

So, you want to ensure that users love your product and that you’re soliciting and applying their feedback. Invest in data, especially customer health scores. Onboarding has a long-lasting impact with deep ties to a customer’s likelihood to churn. Churnopedia: A Glossary of SaaS Definitions & Metrics for Customer Success.

Customer Retention 97

Customer Retention Metrics Chief Customer Officer Customer Success 97

delighted

JULY 19, 2019

That’s why we’ve put together this customer experience glossary. But, we think it’s important to single out, as many businesses struggle to keep up with digital transformation (think brick-and-mortar retail versus ecommerce) and its impact on their customers and internal operations. Are you maximizing your customer feedback analysis?

Definition 56

Definition Customer Experience Net Promoter Score Customer Journey Mapping 56