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We Asked 30 CX Influencers if They Would Recommend the Net Promoter System

Lumoa

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. linkedin Why?

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Breaking Down Customer Experience Challenges: A Conversation with Annette Franz, CCXP

Pointillist

I’ve got clients where the Chief Customer Officer reports directly to the CEO and where CX teams report to Marketing. Most of my clients employ well-known metrics such as NPS, Customer Satisfaction (CSAT), , First Call Resolution (FCR), and Customer Effort Score (CES). Annette: It’s a mixed bag.

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14 Articles to Help You Deliver Flawless Customer Experiences in 2017

Kayako

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry? To remember why we do our jobs in the first place: the customer. .

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How to set baseline SaaS onboarding metrics

ChurnZero

An onboarding can look successful on paper, but if the customer doesn’t feel it was successful, then none of that matters. Use post-onboarding surveys (NPS, CES, CSAT) to confirm. Recognize and follow up on any individual customer’s concerns. Irit Eizips here from CSM Practice, the customer success strategy consulting firm.

Metrics 98
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Improving Customer Experience Is The Only Way Forward – Sonia Bhatia Salmin, Customer Experience Specialist

Customer Guru

So, I joined a call center – a technical voice based one – and my profile was that of a technical consultant to customers outside India. But in a call center, you don’t talk to a customer face to face; you do it over a phone. Customers found that the way we follow up with them is immensely valuable. by Jeanne Bliss.

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How to set baseline SaaS onboarding metrics

ChurnZero

An onboarding can look successful on paper, but if the customer doesn’t feel it was successful, then none of that matters. Use post-onboarding surveys (NPS, CES, CSAT) to confirm. Recognize and follow up on any individual customer’s concerns. Irit Eizips here from CSM Practice, the customer success strategy consulting firm.

Metrics 52
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The Top 25 Trail Blazing Customer Service Professionals of 2024

Netomi

The customer service teams that are driving revenue, wow-ing customers and building long-term relationships often have a strong leader at the helm. Sure, you can hire a customer service leader consultant , but if you are looking for the best in-house operators, you’ve come to the right place.