CX University

OCTOBER 30, 2017

He will be featured in a November 15th webinar, Show me the numbers! The upcoming November 15th webinar is free for all registrants and will highlight the problems with current measurement tools used in the CX discipline. Watch the clip below for a preview of the webinar: Media contact: Kelsey Poe.

Consulting 40

Consulting Financial Measurement Net Promoter Score 40

Confirmit

OCTOBER 18, 2018

Customer retention survey questions tend to include ways to calculate loyalty in a meaningful way, for example “How likely are you to recommend our company to a friend or colleague”, which on a scale of 0-10 gives you a Net Promoter Score® A customer loss survey can also be a great way to understand what made a client churn.

Customer Retention 45

Customer Retention Multi-Channel Net Promoter Score Return on Investment 45

ChurnZero

AUGUST 30, 2019

We believe that now more than ever it’s imperative that corporate leaders set a high standard in their commitment to Customer Success, and this one metric (churn) is essential to any growing SaaS organization. Pay Attention to Net Promoter Score (NPS). Upcoming Webinar. at Talkdesk. That’s a descent-sized whoop.

Customer Success 40

Customer Success Net Promoter Score 2019 NPS 40

Qualtrics

SEPTEMBER 23, 2019

Guest speaker Faith Adams, Senior Analyst from Forrester, discusses this in more detail in our recent webinar on modernizing the patient experience. Below are her 3 answers to common patient experience problems… Watch the Webinar: Modernizing Patient Experience. Watch the Webinar. Download eBook. Show a faster closed loop.

Net Promoter Score 20

Net Promoter Score Webinar Leadership Metrics 20

inmoment

JULY 13, 2020

Customer experience (CX) programs can usher in meaningful transformation, a more robust bottom line, and a better experience for customers, yet proving all of this ROI can be challenging for the CX teams and practitioners helming such efforts. The factors that comprise good CX storytelling are as follows: Operational Metrics.

ROI 52

ROI Net Promoter Score Customer Experience Metrics 52

Lithium

JULY 5, 2022

Labels house the type of content, or in other words - if it’s a thought leadership article, a product update, best practices, or webinars. You could then explore all other Atlas content that focuses on engagement rate whether it’s an article, forum, webinar, or podcast. A lower cost per contact equals cost savings and ROI.

Leadership 52

Leadership Net Promoter Score NPS Webinar 52

Totango

SEPTEMBER 1, 2020

Research by Deloitte shows that personalized customer experience is now just as important to customer decision-making as speed of service and ROI. Net promoter scores (NPS) can reveal a customer’s current opinion of your product. Consider financially repackaging your service to drive greater ROI.

Net Promoter Score 104

Net Promoter Score NPS Seminar ROI 104

inmoment

JUNE 8, 2020

Metrics like the Net Promoter Score and its underlying philosophy, the Net Promoter System, are also helpful here. . More specifically, CX teams should establish a regular cadence for meeting, reviewing metrics, and looking for ways to adapt today’s progress to tomorrow’s CX goals. Key #5: Management.

Government 52

Government Net Promoter Score Financial Metrics 52

ChurnZero

JUNE 27, 2023

A digital approach is key to improving business growth metrics such as net revenue retention (NRR) and gross revenue retention (GRR). Subjective external: NPS, customer satisfaction scores (CSAT), customer advocacy and perceived return on investment (ROI). The answer is simple: you need a digital-first strategy.

Customer Success 52

Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 52

8x8

DECEMBER 3, 2018

Three ways you can assess where you are today: Get your Net Promoter Score. Make sure the ROI and time to value of your proposed solutions is a part of that discussion. Be sure to gather baseline metrics before you implement your new solutions, so you have proof points demonstrating the success of your investments.

Customer Service 54

Customer Service Contact Center Net Promoter Score 2019 54

Thematic

MARCH 29, 2020

The most popular customer feedback surveys are Net Promoter Score (NPS) and Customer Satisfaction (CSAT) surveys, which are typically sent daily, monthly, quarterly, once or twice a year, depending on how many customers you have and how quickly you iterate. How will you tie customer feedback to those metrics and data sources?

Feedback 111

Feedback E-support Metrics Insights 111

Pointillist

JULY 25, 2018

Success Metrics for the Team. Ultimately, the biggest success metric for the Champion is to be able to show the Executive Sponsor and key Stakeholders that real business value has been gained through the use of customer journey analytics. and delivers meaningful ROI. Success Metrics for the Project. Churn Rate.

Customer Journey 93

Customer Journey Events Metrics Government 93

SurveySensum

SEPTEMBER 8, 2023

This small case study shows that when companies move beyond the traditional customer satisfaction metric and rigorously measure NPS , they can find ways to make customers happier, which, in turn, can lead to increased revenue. Host Exclusive Events: Organize events or webinars exclusively for your advocates. Another Customer Lost?

NPS 52

NPS ROI Social Media Banking 52

Pointillist

AUGUST 18, 2021

Quantifying CX ROI Remains the Top Challenge for Third Consecutive Year. The second point from the survey revealed that quantifying the ROI of customer experience is still one of the toughest challenges for CX leaders. Why do you think that quantifying the ROI of CX initiatives is still the number one challenge?

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40

Pointillist

JULY 25, 2018

Success Metrics for the Team Champion – It is important for the champion to understand thoroughly the value of customer journey analytics as an analytics platform and believe that the regular users have built proficiency to use the platform meaningfully on a regular basis. and delivers meaningful ROI.

Customer Journey 43

Customer Journey Events Metrics Government 43

Gainsight

DECEMBER 12, 2019

We had a big board meeting this quarter where we not only covered the past quarter’s “state of the union” and metrics, but also plans for the next year. Register for a webinar on how Ashvin prepares his board presentation. ROI: Are customers achieving outcomes from Gainsight? For us, it’s often Retention).

2020 11

2020 Net Promoter Score Metrics Presentation 11

CustomerSuccessBox

NOVEMBER 24, 2021

ROI of Customer Value. Yet, many Customer Success Managers find it difficult to calculate the ROI (return on investment) of Customer Value. Calculating the ROI requires a consistent method to quantify the value delivered in terms of how much money your solution helped your customers make or save. Talk to your customers.-

ROI 52

ROI Poor Customer Service Social Media Net Promoter Score 52

Confirmit

MAY 29, 2018

Promote culture change: By driving customer-centricity and cross-functional change. With the right program in place, the Voice of the Customer can directly correlate to business success metrics so it’s well worth the time and effort to connect with customers using the right channel, at the right time. Interesting Links.

Multi-Channel 40

Multi-Channel Customer Journey Mapping White Paper Competitive Advantage 40

Thematic

NOVEMBER 13, 2018

Improve your Net Promoter Score. VOC and Net Promoter Score (NPS) go hand-in-hand: by truly understanding your customers and addressing their biggest concerns, by managing your VOC program properly, you should expect your Net Promoter Score to be positively affected. Who’s nailing VOC?

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101