Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ShepHyken

NOVEMBER 13, 2020

He writes about what specifically makes feedback effective in helping you improve your customer service. So, before we delve into the main topic, first let’s have a look at what makes feedback effective and how it ties into a solid customer experience strategy. How Does Feedback Tie Into Customer Experience.

Feedback 315

Feedback Customer Experience Surveys Construction 315

ShepHyken

JULY 6, 2018

Here are just some of the things you may choose to focus on: NPS (Net Promoter Scores). If you believe a sales contest could help motivate a higher level of customer experience at your organization, here’s how you can get started. Customer experience is the most important factor in the success of a retail business. Sales revenue.

Sales 179

Sales Customer Experience Upselling Management 179

ShepHyken

MAY 26, 2017

This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. Ronaldo and Messi, two of the most gifted footballers of our generation, have a renowned reputation for continuously improving their numbers – goals, assists, trophies, you name it – with each season. Shep Hyken.

Metrics 229

Metrics Customer effort Customer Experience Surveys 229

Comm100

JUNE 15, 2022

In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game. This can cover the initial points of contact, interactions, support, and feedback, as well as developing your brand to improve the overall perception of your business.

Customer Experience 86

Customer Experience Journey mapping Surveys Feedback 86

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. Janet’s organization has an overall NPS of 68, but its goal is 70.

Construction 221

Construction Feedback Surveys Sales 221

Beyond Philosophy

DECEMBER 10, 2021

The Speaker was New York Times Best-Selling Author Fred Reichheld , inventor of the Net Promoter Score ® (NPS). Reichheld’s inspiration for the book was his frustration about the misuse of the NPS system. Reichheld says NPS collects those recognitions so employees can hear them. So, What Went Wrong with NPS?

Airlines 273

Airlines Metrics Accountability SaaS 273

Beyond Philosophy

DECEMBER 6, 2019

I wondered how I did that. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. In other words, how long was the representative talking to the customer? Where does the customer get put on your agenda?

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

Beyond Philosophy

DECEMBER 26, 2014

Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you. Prediction #1: Net Promoter Score (NPS) Will Continue to Falter. What I and others like about NPS is the simplicity.

Customer Service 418

Customer Service Customer Experience 418

Nicereply

SEPTEMBER 4, 2023

It can be really hard to discern how your customers truly feel about your company, product, or service. This gray area i s a pain point for all businesses and leaves them without a clear path to improving offerings and meeting customers’ needs. This article will discuss a good NPS score in 2023 and how you can measure your NPS.

Benchmark 105

Benchmark Surveys Employee engagement Metrics 105

Beyond Philosophy

AUGUST 15, 2019

Is it to see how well you have done? The answer to why will have much to do with how you measure your results. . Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys. It is understandable how it happens. We discussed measuring Customer Experience correctly in a recent podcast.

Metrics 312

Metrics Finance Surveys Consulting 312

Beyond Philosophy

SEPTEMBER 26, 2018

We discussed how to measure customer emotions on our recent podcast. Today we will discuss how to measure feelings, which feelings you should measure, and where and when you should measure them. How Do We Measure a Feeling? The most common way to measure emotion is the Net Promoter Score (NPS). The scale is 1-10.

Customer emotions 324

Customer emotions Consulting Consulting Customer Experience 324

Beyond Philosophy

AUGUST 16, 2018

Now, how do I implement that in my day-to-day operations?” Right then and there I made my commitment never to espouse theories that sound pretty but do pretty much nothing to improve business. However, many of you have asked me how we get practical with these theories and implement them into your CX.

Consulting 461

Consulting Consulting Customer Experience Customer retention 461

Beyond Philosophy

DECEMBER 14, 2016

Having been with the Customer Experience movement since the beginning, I have seen companies embrace the idea of putting Customers at the center of everything they do and reap the rewards in increasing Net Promoter Scores (NPS) and revenues. Now, some of these companies are experiencing a plateau in their NPS score.

Consulting 360

Consulting Consulting Customer Experience Management 360

Beyond Philosophy

SEPTEMBER 15, 2015

Did you know Netflix’s Net Promoter Score (NPS) is higher than the cable companies? For those of you that don’t know, Net Promoter Score (NPS) represents the likelihood a Customer would recommend your product or service to other people (i.e., The NPS score has been around for years and has seeped its way into business vernacular.

Banking 383

Banking Telecommunications Consulting Consulting 383

ShepHyken

SEPTEMBER 4, 2023

Drawing from my experience as a hotel executive, here are five key areas that companies can focus on to improve their customer service by embracing the principles of hospitality. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. they’re everywhere.

Customer Service 168

Customer Service Customer retention SaaS Best practices 168

CX Accelerator

NOVEMBER 7, 2023

Ben Motteram , reminding us that we must act on our voice of customer data adds: 7) monitor their NPS (Net Promoter Score) on dashboards but do nothing to try to improve it. Luke Jamieson , thinking about how we engage with our customers and employees says: 8) have high employee attrition (or turnover).

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

Global Response

NOVEMBER 21, 2023

If you’ve worked in or alongside Customer Experience teams for any length of time, you’ve likely heard of NPS, or Net Promoter Scores. But while the standard NPS survey is simple, interpreting your NPS score and figuring out how to use it for company growth and improvement is anything but.

Benchmark 62

Benchmark Surveys Healthcare outsourcing 62

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. In this post, Steve Nattress explains how you can build an effective knowledge strategy to underpin CX success. Published on: January 09, 2020. Avoid these Five CX Leadership Traps!

Customer centricity 65

Customer centricity Self service Marketing Customer Experience 65

Enghouse Interactive

JULY 7, 2020

Transform the Contact Center with Microsoft Teams (blog series). Blog #2 Microsoft Teams Drives Agent Productivity. In our first blog, we explored how Microsoft Teams, when integrated into a Contact Center, helps provide a better experience for the end-customer. The Pressure is On. Self-Service Helps Agents Too.

Self service 52

Self service Contact Center CRM Quality management 52

Nicereply

NOVEMBER 21, 2023

Strong NPS is the backbone of a thriving customer experience. Net Promoter Score is a measure of how positively your customers rate you and your products. This metric is predictive of how likely they are to repurchase from you in the future, which makes a good NPS score a strong indicator of future success and growth.

Surveys 59

Surveys B2B Feedback Education 59

ShepHyken

APRIL 11, 2022

With the average American consumer spending more than $2,000 a year on coffee, this sounded like an incredible deal for coffee drinkers — begging the question, how could Panera possibly justify such generosity? But how does that bargain impact revenue and profits? Seth’s Blog) It’s not a word, but perhaps it should be.

Customer Service 162

Customer Service Employee engagement Customer Experience Personalization 162

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. While people might not remember exactly what you said, they’ll always remember how you made them feel. Some of us sped up. Roll the tape back.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Nicereply

JANUARY 23, 2023

Here are more great benefits of making sure you’re customers are satisfied: Bain & Company , the creators of NPS, found that just a “5% increase in customer retention produces more than a 25% increase in profit” in some industries. That’s exactly what NPS , CES , and CSAT metrics do. NPS solves this.

Metrics 98

Metrics Customer effort Surveys Feedback 98

Totango

APRIL 5, 2022

The number of NPS software providers has proliferated as the importance of tracking Net Promoter Score (NPS) has been realized by a growing number of enterprises. This raises the question, how do you find the best NPS software solutions? Then we’ll take a look at the best NPS software providers.

Upselling 101

Upselling Surveys Analytics Customer retention 101

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). In this blog post, we’ll answer all these questions and more.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? 78% of customers have backed out of a purchase due to a poor customer experience (CX). That’s where customer experience platforms come in.

Feedback 83

Feedback Consulting Consulting Enterprise 83

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.

Benchmark 83

Benchmark Banking Metrics Surveys 83

Lumoa

JANUARY 2, 2023

In this article, we’ll look at tNPS in depth, explaining how it works, how you can use it to understand consumer sentiment, and how it can help in improving your customer experience. In This Article: What is a transactional NPS (tNPS)? How to calculate transactional NPS (tNPS)? Key Takeaways.

Surveys 83

Surveys Brand ambassadors Feedback Metrics 83

Nicereply

JUNE 5, 2023

How can you combine customer satisfaction metrics? They identify customers who need extra attention, improve their operations, and increase customer happiness. They identify customers who need extra attention, improve their operations, and increase customer happiness. Table of Contents How to combine CSAT with other metrics?

Metrics 98

Metrics Calibration Education Customer Support 98

Totango

DECEMBER 7, 2023

In Part 2 of this hot topic series, Taylor Hodges , Global Head of Customer Success for the Corrigo Enterprise product at JLL Technologies, shares how her team takes a unique approach to this task by aligning cross-functional GTM teams by industry vertical. Our hypothesis is that NPS is going to improve for each vertical,” Hodges said. “We

Sales 89

Sales Enterprise Best practices Metrics 89

ClientSuccess

JANUARY 24, 2023

Listening Vectors by Vecteezy Customer success health scoring is one of the most valuable activities SaaS organizations can undertake to evaluate and improve customer engagement, satisfaction, and loyalty. Understanding a customer’s health will let you examine any account at any given time and understand where the relationship is.

Metrics 89

Metrics SaaS Customer advocacy Accountability 89

Nicereply

JULY 18, 2023

Especially if NPS surveys are sent out. The use of Net Promoter Score (NPS) surveys to measure customer loyalty and pinpoint areas for development has become increasingly popular. In this article, we examine the importance of timing in deciding the best time to send NPS surveys. How often should relationship NPS be issued?

Surveys 52

Surveys Feedback Customer centricity Metrics 52

Nicereply

SEPTEMBER 25, 2023

Craft a perfect NPS email with our step-by-step guide. “Mastering NPS emails opens the door to understanding your customers’ experiences.” Net Promoter Score (NPS) email surveys can be your most effective market research tool. But crafting the perfect NPS email takes more than just the right question.

Surveys 52

Surveys Feedback Best practices Personalization 52

Lumoa

FEBRUARY 7, 2023

How do you collect VoC data? How to make customer-centric decisions based on VoC Creating a full overview of the Voice of Customer What is the Voice of the Customer (VoC)? By utilizing VoC, businesses can gain valuable insights into how their customers truly feel about their products, services, and overall brand image.

Customer centricity 169

Customer centricity Feedback Surveys Metrics 169

PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. After publishing that blog post, I received a number of questions from clients and the CX community about what specific things should be done to welcome back customers and guests during the reopening process.

Surveys 121

Surveys Feedback Consulting Consulting 121

Totango

JULY 6, 2021

Being able to quantify how loyal your customers are can help you evaluate where you stand with your clients, predict where your customer relations are going and take steps to strengthen their engagement and satisfaction. In this blog, we’ll cover what customer loyalty is, why measuring it is important and what KPIs you can use to track it.

Best practices 110

Best practices Metrics Surveys Customer retention 110