ShepHyken

APRIL 11, 2017

How do you use the Net Promoter Score® to retain your customers? How can you sell the C-Suite on the benefits of investing in Customer Retention? First Up: Shep Hyken’s opening comments focus on the Net Promoter Score®, which is the result of a survey question that asks a customer “How likely would you be to recommend us?”

Customer retention 209

Customer retention Benchmark Surveys CRM 209

PeopleMetrics

OCTOBER 22, 2015

Net promoter scores vary by industry and hence, targets should be set according to benchmarks and norms. It’s more relationship-driven than the customer effort or customer satisfaction metrics reviewed previously. When you want to benchmark your customer experience as a whole. Using Customer Engagement.

Benchmark 106

Benchmark Metrics Customer effort Customer emotions 106

ijgolding

MAY 11, 2016

I am writing this blog having just watched a Hollywood movie about the 2008 banking crisis – The Big Short, featuring Christian Bale, Steve Carell, Ryan Gosling and Brad Pitt is a tough watch – not because of the quality of the acting, but because of the almost completely unbelievable plot. It was very real.

Customer Experience 65

Customer Experience Banking Benchmark Enterprise 65

CX Journey

FEBRUARY 27, 2019

You'll want to make sure you're capturing feedback about: the latest experience (assuming you've improved the experience but haven't updated your surveys), new products and services you've introduced, and emerging customer needs and trends in the industry. Take a look at benchmarks. Their needs change.

Metrics 35

Metrics Benchmark Surveys Customer retention 35

CX Journey

FEBRUARY 27, 2019

You'll want to make sure you're capturing feedback about: the latest experience (assuming you've improved the experience but haven't updated your surveys), new products and services you've introduced, and emerging customer needs and trends in the industry. Take a look at benchmarks. Their needs change.

Metrics 32

Metrics Benchmark Surveys Customer retention 32

Netomi

JANUARY 5, 2022

Referred to as “the most famous customer service manager in the US, possibly the world” by BusinessWeek , Eliason is best known for developing the use of social media in the practice of customer relations. . LinkedIn: Shep Hyken – CAO (Chief Amazement Officer), Customer Service Speaker, Customer Serv. &

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98