Beyond Philosophy

AUGUST 30, 2016

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols. appeared first on.

Customer Satisfaction 60

Customer Satisfaction Measurement White Paper B2C 60

Uniphore

DECEMBER 13, 2021

From streamlining and simplifying self-service to augmenting live agent interactions, these tools help optimize every conversation, delivering measurably better outcomes, including: Higher customer satisfaction (CSAT) and net promoter scores (NPS). Increased first contact resolution (FCR) rates.

Retail 105

Retail Net Promoter Score Customer Experience Download 105

Natalie Petouhof

AUGUST 15, 2022

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper. Often they’re either biased, not timely or not actionable.

Customer Experience 52

Customer Experience White Paper Contact Center Competitive Advantage 52

Amity

OCTOBER 10, 2016

Risk Assessment: other intel affecting health, NPS scores. Outcomes: measures of value that customers receiving. Net Promoter Score (NPS) is not at an acceptable level. More esoteric measurements can be scored, too. Assign a score or threshold to each measurement as an indicator of health. Both have merit.

Customer Success 64

Customer Success White Paper Net Promoter Score Management 64

Amity

OCTOBER 5, 2015

Risk Assessment : other intel affecting health, NPS scores. Outcomes: measures of value that customers recieving. Net Promoter Score (NPS) is not at an acceptable level. More esoteric measurements can be scored, too. Assign a score or threshold to each measurement as an indicator of health. Both have merit.

Customer Success 61

Customer Success White Paper Net Promoter Score Management 61

CustomerGauge

MARCH 31, 2017

This model provides steps for measuring customer feedback and acting to quickly close the loop. In our recent white paper, Next-Generation […]. The post Monetized Net Promoter®—Tying Revenue to NPS® appeared first on CustomerGauge.

NPS 87

NPS White Paper 2008 Books 87

Up Your Service

APRIL 3, 2016

Rule #4: Don’t focus on traditional KPIs during the service revolution (such as satisfaction, NPS, operational measures, and sales). To learn more read the White Paper “Engineering a Service Revolution: How to build a service culture and improve service quality fast.”

White Paper 65

White Paper Customer Service Culture NPS 65

Uniphore

NOVEMBER 11, 2021

Capturing and Fulfilling Promises Made During the Conversation Poor promise management directly impacts your call handling times, wait times, customer satisfaction and loyalty as measured by your Net Promoter Score (NPS). After the call, the system sends the customer a summary of the promises made to align expectations.

Banking 52

Banking Net Promoter Score Contact Center NPS 52

Up Your Service

APRIL 3, 2016

Rule #4: Don’t focus on traditional KPIs during the service revolution (such as satisfaction, NPS, operational measures, and sales). To learn more read the White Paper “Engineering a Service Revolution: How to build a service culture and improve service quality fast.”

White Paper 40

White Paper Customer Service Culture NPS 40

Thematic

MAY 27, 2021

A maturity model is used as a measurement of a company’s continuous improvement in a field. Optimised: When a number of different metrics are being used to understand feedback - and organisations can use the data to understand what is causing changes to metrics (such as NPS). What is a customer feedback analysis maturity model?

Feedback 62

Feedback White Paper Definition Banking 62

PeopleMetrics

FEBRUARY 11, 2015

They are measuring Net Promoter Scores (NPS scores) and Customer Satisfaction levels in real-time. Finally, you can also sign up here to be one of our first readers to receive a copy of our white paper on how to differentiate on the prospect experience coming out next month.

Sales 79

Sales White Paper Net Promoter Score B2B 79

SuiteCX

SEPTEMBER 29, 2016

By measuring and tracking NPS data organizations can understand the drivers of the business and begin to utilize the data to inform and drive marketing. In this white paper we investigate how you can integrate NPS with data strategy to inform data-driven marketing and drive further impact and results.

NPS 40

NPS Information White Paper Marketing 40

CX Journey

APRIL 7, 2016

Rule #4: Don’t focus on traditional KPIs during the service revolution (such as satisfaction, NPS, operational measures, and sales). Instead, focus on leading “revolution indicators” (i.e., ideas generated and ideas implemented) to generate value-adding ideas and new service actions.

Culture 56

Culture White Paper Net Promoter Score Airlines 56

delighted

AUGUST 23, 2019

A couple months in, we were like ‘Oh, yeah, we’re measuring this, but we really should connect some strategy into why we’re measuring it and what we can expect to do with that.’ Is this about a white paper that they read? Your NPS, CES, etc. So, my first recommendation would be not to just do it arbitrarily.

Customer Experience 41

Customer Experience Customer Journey Mapping White Paper Net Promoter Score 41

ShepHyken

JUNE 29, 2020

(CustomerGauge) In this eBook, we’ll discuss the four steps within this new model and summarize findings from our white paper that will help you capitalize on customer feedback and grow your bottom line. My Comment: The Net Promoter Score (NPS) is one of my favorite methods for measuring customer sentiment.

Article 12

Article 2020 Net Promoter Score White Paper 12

SurveySparrow

MARCH 26, 2021

The ones in ToFu should be attracted with the help of informational content like blog posts, white papers, etc. 10 Choose your metrics wisely: The effectiveness of your go-to marketing strategy can only be understood if you keep measuring the impact it brings. Winding up. .

Marketing 52

Marketing White Paper Advertising Airlines 52

Beyond Philosophy

OCTOBER 11, 2019

They increased their Net Promoter Score® (NPS) by 34 points over 30 months and enjoyed a ten percent increase in sales. Since this initial 30-month period and increase in NPS, their score has climbed another 15 points—and they are not done yet. He describes RICOH Canada’s first NPS score as “absurdly low.”

Customer Experience 126

Customer Experience White Paper NPS Net Promoter Score 126

Amity

FEBRUARY 10, 2017

They’re also faced with pressure to improve the way they measure their impact on customers’ businesses as well as their own. To learn more about Eloqua's Customer Success story, download our white paper: From $0 to $1 Billion, Scaling Customer Success at Eloqua. They need to massively scale.

Customer Success 80

Customer Success Marketing White Paper Net Promoter Score 80

Confirmit

MAY 29, 2018

Measure your customers’ satisfaction at different touchpoints across the customer journey, and across your various products and/or services. Evaluate the impact of these improvements on your customer metrics, like NPS®, as well as your business KPI’s, like revenue, costs and churn. White Paper.

Multi-Channel 40

Multi-Channel Customer Journey Mapping White Paper Competitive Advantage 40