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

ChurnZero

AUGUST 30, 2019

Pay Attention to Net Promoter Score (NPS). From @jasonlk ‘s playbook for going from $1m to $10M, make NPS a top 3 goal. Upcoming Webinar. Deliver high value outcomes that create hard ROI and real impact on your customers’ business. Customer reference program increased deal sizes by 2.5X

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. Its NPS went up double digits, too, as a result.

Net Promoter Score 20

Net Promoter Score Webinar Leadership Metrics 20

Lithium

JULY 5, 2022

We've heard loud and clear in our recent NPS surveys that you're interested in more thought leadership. Labels house the type of content, or in other words - if it’s a thought leadership article, a product update, best practices, or webinars. Net Promoter Score measures the level of loyalty from the consumer base.

Leadership 52

Leadership Net Promoter Score NPS Webinar 52

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. Want to learn more about CX ROI, governance for success and more?

ROI 52

ROI Net Promoter Score Customer Experience Metrics 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. Pay Attention to NPS and Close the Loop. Pay Attention to NPS and Close the Loop. Net promoter scores (NPS) can reveal a customer’s current opinion of your product.

Net Promoter Score 104

Net Promoter Score NPS Seminar ROI 104

ChurnZero

JUNE 27, 2023

Subjective external: NPS, customer satisfaction scores (CSAT), customer advocacy and perceived return on investment (ROI). Some of these include in-app communication and walkthroughs, chatbots , customer communities, knowledge bases, videos, and webinars, to name a few.

Customer Success 52

Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 52

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. Yet most businesses struggle to move beyond measuring their NPS. times more likely to buy again, 5.6

NPS 52

NPS ROI Social Media Banking 52

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. What did they buy from you and who is their account manager?

Feedback 111

Feedback E-support Metrics Insights 111

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

and delivers meaningful ROI. Good examples of each would be: Customer Metrics: Net Promoter Score (NPS), Customer Satisfaction Score(CSAT) or. Customer Effort Score(CES). Handpicked related content: How to measure customer experience beyond NPS ]. Financial Metrics: Revenue Growth.

Customer Journey 93

Customer Journey Events Metrics Government 93

Pointillist

JULY 25, 2018

and delivers meaningful ROI. Training is most successful when conducted in-person but if that is not an option, a live webinar would work too. Top Telecom Provider Rapidly Quantifies ROI with Pointillist A large, top 5 U.S. Pick a mix of financial, customer and operational metrics.

Customer Journey 43

Customer Journey Events Metrics Government 43

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

Evaluate the impact of these improvements on your customer metrics, like NPS®, as well as your business KPI’s, like revenue, costs and churn. We recommend you follow the 5 stages below to ensure your VoC program delivers the insight you need to build strong customer experiences, create competitive advantage and generate ROI.

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.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101

Qualtrics

FEBRUARY 26, 2019

However, we really do want to apply more of that rigor, because frankly a lot of analytics teams do get asked the question of what’s your ROI. Of course, I like Fred Reichheld as a champion and founder of NPS and his books, like The Ultimate Question and The Ultimate Question 2.0. Watch Webinar. I love all of his books.

Customer Experience 37

Customer Experience Books B2C B2B 37