ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: I’ve written about the difference between customer service and customer experience in the past. Seriously, there are good tips.

2024 60

2024 Article Customer Service Net Promoter Score 60

GetFeedback

DECEMBER 26, 2018

Customers make judgment calls about your brand when they read an online review, make a purchase, talk to employees, read a news story, or hear about a friend’s experience. Read online reviews. Make sure you read and respond to all comments, especially the bad ones, in a timely manner. Research shows there are 2.1

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

GetFeedback

APRIL 8, 2019

The question of what is a good NPS score is popular among brands who value customer experience. A Net Promoter Score, or NPS, has become a necessary customer experience metric. In fact, an estimated 65% of companies track NPS scores , making it the most coveted customer experience metric measured by companies. NPS benchmarks.

NPS 247

NPS Net Promoter Score Reference Metrics 247

SurveySensum

NOVEMBER 24, 2023

This is why businesses need to pay attention to their NPS score. Your NPS score helps you gauge your customer loyalty and satisfaction with your product, service, and overall business success. A higher NPS score is associated with increased customer retention and long-term profitability, whereas a low score requires immediate action.

NPS 52

NPS User Experience Demo Feedback 52

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. I have added my comments about each article and would like to hear what you think too. Here are my top five picks from last week. Imagine that!)

2024 60

2024 Article Customer Service Average Handle Time 60

SurveySensum

FEBRUARY 16, 2023

There has been a lot of discussion around the NPS surveys, but one question, however, remains unanswered – Should you color code the NPS scale? And with many expert people sharing their thoughts, we collated everything here to give you a comprehensive picture of the controvertible topic of color coding the NPS Scale.

NPS 97

NPS Net Promoter Score Feedback Consulting 97

SurveySensum

JANUARY 4, 2024

There is a lot of discussion going on in the CX industry on the relevancy and importance of NPS. The truth is, that NPS holds significant weight in measuring customer loyalty and fortifying retention strategies. With the help of Text Analytics Feature, you can properly analyze your NPS program. Launch Your First NPS Survey!

NPS 52

NPS Webinar Banking Demo 52

CX Accelerator

NOVEMBER 7, 2023

Read each of these as a completion of this sentence: A company might not be customer-centric if they… Here’s what my friends came up with: , Luke Soon , focusing on the big picture says: 4) think short-term versus long-term. Leave a comment below and share your thoughts. 5) put profits before purpose. 14) have a scapegoat culture.

Customer Centricity 316

Customer Centricity Airlines Net Promoter Score Books 316

ShepHyken

SEPTEMBER 5, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Customers don’t want to wait on hold, they demand instant access to customer support, and they have little patience for poor experiences.

Article 67

Article Net Promoter Score 2022 Customer Service 67

ShepHyken

SEPTEMBER 26, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article shares the traits and qualities of those looking for a job in customer service. Here are my top five picks from last week.

Article 67

Article 2022 Customer Service Customer Retention 67

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: I’m often asked about the best survey questions. I believe quantitative survey questions, such as NPS, CSAT, etc.,

Article 123

Article 2022 Customer Service Customer Service Training 123

Beyond Philosophy

DECEMBER 9, 2021

For example, we had one recently from a listener Janet, who said that despite getting good comments from customers, they do not give us the top Net Promoter Score (NPS) ®. Janet’s organization has an overall NPS of 68, but its goal is 70. Using a scale of 1-5 for NPS is incorrect. The correct scale for NPS is 0-10.

NPS 88

NPS Net Promoter Score Measurement Feedback 88

Lumoa

APRIL 7, 2022

Net Promoter Scores are always an interesting topic of conversation, and industry NPS benchmarks even more so. A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction.

NPS 83

NPS Net Promoter Score Banking CEM 83

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: I’ve written that many loyalty programs are actually discount programs. Here are my top five picks from last week. Or, do they?

Article 64

Article 2022 Customer Service Customer Service Training 64

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: The idea of a “hospitality mentality” should not be new to those following my work (including these weekly roundups).

Article 67

Article Customer Service Hospitality Hotels 67

SurveySensum

NOVEMBER 21, 2023

These forms seamlessly integrate into your website to gather information, opinions, and comments from users regarding their experiences with the website. NPS Form CSAT Form CES Form Product Feedback Form Was it Helpful Form Subscription Cancellation Form 1. The simplicity of the NPS question ensures high response rates.

Feedback 52

Feedback NPS User Experience Insights 52

Retently

JUNE 28, 2022

That is if you put your NPS® to work. Without a clear strategy for turning NPS feedback into growth, it’s easy to run a business that people like but don’t talk about. They read their feedback, check the high score, pat themselves on the back and move on to other tasks. Don’t forget also about the power of a simple thank-you.

NPS 148

NPS Net Promoter Score Feedback Social Media 148

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business?

NPS 83

NPS Customer Centricity Loyalty Presentation 83

ShepHyken

JULY 4, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: We open this week’s Top Five roundup with a list of seven AI (Artificial Intelligence) trends in the customer experience world.

Article 69

Article 2022 Customer Service Loyalty Programs 69

ShepHyken

OCTOBER 29, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: We kick off this week’s “Top Five” articles recap with a focus on bad customer service. What does it mean to Monetize NPS®?

Net Promoter Score 103

Net Promoter Score Article Customer Service 2018 103

Daniel Group

MARCH 12, 2021

When customers mention that it is easy to do business with a company, the NPS goes up by 7.5 They capture the verbatim comments and apply topic tags for categorization. Making it easy for customers to do business with your company dramatically impacts the NPS ( Net Promoter Score )®. ” Inc.: Allow me to explain.

Net Promoter Score 105

Net Promoter Score B2B NPS B2C 105

ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident.

2019 86

2019 Article Net Promoter Score Customer Service 86

Daniel Group

MARCH 3, 2021

They capture the verbatim comments and apply topic tags for categorization. Making it easy for customers to do business with your company dramatically impacts the NPS ( Net Promoter Score )®. When customers mention that it is easy to do business with a company, the NPS goes up by 7.5 and how communication affects NPS®.

Net Promoter Score 126

Net Promoter Score NPS B2B Feedback 126

ShepHyken

NOVEMBER 21, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. My Comment: Have you ever tried mystery shopping your own company? The NPS Handbook to Analyze the Drivers of Loyalty by CustomerGauge.

2016 116

2016 Article Social Media Net Promoter Score 116

ShepHyken

APRIL 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Data and personalization ate HOT topics in marketing and customer experience. Here are my top five picks from last week.

Article 81

Article 2018 Net Promoter Score Customer Service 81

ShepHyken

MARCH 9, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: In 2017 Gartner predicted that by 2020 the average person will have more conversations with bots than their spouse.

2020 123

2020 Article Customer Service Books 123

Lumoa

JANUARY 23, 2018

Feedback arrives in other forms as well: pure text sent via various channels directly to the company, comments in social media, reviews in application stores and online stores etc. When your customer sends you their feedback, they expect it to be read. Read more about the role of Artificial Intelligence in text analytics.

NPS 121

NPS Financial Feedback Net Promoter Score 121

Lumoa

JANUARY 24, 2024

Customer satisfaction drives key metrics like your Net Promoter Score (NPS). Metric-Driven Improvement : Regularly measure and track key metrics like Net Promoter Score (NPS) and Customer Satisfaction (CSAT). Typos are rampant in text messages, comment sections, and emails everywhere you look.

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

ShepHyken

JULY 31, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. My Comment: This has been out there a while, but I discovered it just a few days ago. Here are my top five picks from last week.

2017 0

2017 Article Net Promoter Score Customer Service 0

ShepHyken

SEPTEMBER 14, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Your website is a powerful opportunity to deliver a better customer experience. My Comment: I love the concept of adaptability.

2020 85

2020 Article Customer Service Net Promoter Score 85

ChurnZero

AUGUST 25, 2021

A Net Promoter Score (NPS) ® is one popular way of measuring customer satisfaction in a way that’s easy to understand. What is a Net Promoter Score (NPS)? A Net Promoter Score (NPS) is a customer satisfaction benchmark that measures how likely your customers are to recommend you to a friend or colleague. They’re stable.

NPS 98

NPS Net Promoter Score Customer Journey Mapping Customer Satisfaction 98

CustomerSuccessBox

MARCH 7, 2022

The Net Promoter Score (NPS) survey is a one-question survey that determines the likelihood of a customer recommending your product to others. NPS feedback is collected, adjustments are tracked, and actionable insights are provided via Net Promoter Score software. Read a more detailed guide on the importance of NPS.

NPS 52

NPS Net Promoter Score Consumers 2021 52

SurveySparrow

DECEMBER 20, 2023

Net Promoter Score, or NPS, is a pivotal metric that measures customer loyalty and satisfaction. Here’s a Net Promoter Score Survey template for reference: Source: NPS Survey Template made with SurveySparrow What are Promoters, Passives, and Detractors? Supercharge Feedback with the Best NPS Software! What are Promoters?

Net Promoter Score 52

Net Promoter Score NPS Feedback Loyalty 52

Daniel Group

NOVEMBER 30, 2022

Fred Reichheld, author of Winning on Purpose, and the creator of the Net Promoter System, speaks to attendees about how to implement NPS the right way. Fred Reichheld is the developer of the Net Promoter System (NPS)® and was an early advocate of the importance of customer experience to a company’s growth. Supplies are limited.

2022 98

2022 NPS Net Promoter Score Presentation 98

Wootric

SEPTEMBER 13, 2018

You’ve got a C-suite sponsor and they’ve been fostering a customer-centric culture across the whole company with NPS as the guiding star. If you feel excitement and dread regarding the amount of feedback you receive, or you’re anticipating a whole lot more comments soon, you can immediately benefit from text and sentiment analytics.

ROI 81

ROI NPS Feedback Insights 81

ShepHyken

NOVEMBER 23, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: I love learning from great companies. My Comment: Another great customer service icon is L.L. by EHL Insights.

Article 83

Article 2020 Customer Service Net Promoter Score 83

Lumoa

NOVEMBER 29, 2021

Recommended reading: How to justify a CX program to your CEO Research conducted by Avanade and Sitecore showed that there is a $3 return on investment (ROI) expected for every $1 invested in the customer experience. When you ask your customers to provide you with NPS feedback , it is the why-comments that will reveal the drivers.

ROI 103

ROI Customer Experience NPS Financial 103