ECXO

DECEMBER 25, 2024

Happy customers are more likely to return and spend more, contributing to the bottom line in a way that chasing sales numbers alone can’t always achieve. Example Action: Send a personalized email after purchase, thanking the customer and providing helpful resources or product care instructions.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

Retently

MARCH 14, 2023

Product reviews and Net Promoter Score (NPS) surveys are commonly used to measure customer experience and collect zero-party data. But while customer reviews have become an integral part of the ecommerce landscape and are here to stay, NPS surveys are just making their way in the DTC industry, although extensively adopted by B2Bs.

NPS 134

NPS Net Promoter Score Customer Satisfaction Customer Feedback 134

Lumoa

MARCH 31, 2021

In this article, we cover what actionable insights are, why they’re important, how to collect the information you want and some tips on taking action. What are Actionable Insights? The actionable insight would be to change the design of the survey and rephrase/change the question.

Actionable Insights 78

Actionable Insights NPS Net Promoter Score Customer Feedback 78

Retently

AUGUST 5, 2024

Welcome to The Ultimate Guide to the Best B2B NPS Software of 2024 ! Let’s dive in and understand why NPS (Net Promoter Score) is such a big deal and how the right software can make all the difference. We know that choosing the right NPS software can be overwhelming, with so many options out there. Why is it important?

NPS 100

NPS B2B Net Promoter Score Actionable Insights 100

SurveySensum

FEBRUARY 7, 2025

Do you find yourself switching between multiple tools to run NPS surveys? What if your NPS surveys could automatically sync with the tools youre already using? Thats possible with NPS integration. Real-Time Feedback, Real-Time Action Slow resolutions lead to unhappy customers and low NPS scores.

NPS 52

NPS Customer Feedback Outlook E-commerce 52

Retently

NOVEMBER 27, 2024

Measuring Success: Metrics to Monitor Conclusion Did you know that global ecommerce sales are expected to hit a jaw-dropping $8.1 With the industry growing at lightning speed, brands face a golden opportunity to scale like never before – but it’s not as simple as setting up a website and waiting for sales to roll in. trillion by 2027

Sales 148

Sales Social Media Predictive Analytics Customer Acquisition 148

Retently

AUGUST 12, 2024

That’s where NPS (Net Promoter Score) comes in. In this guide, we’ll walk you through the best NPS software for Ecommerce and Retail so you can pick the one that’s right for you and start making those customers smile! Opt for specialized tools for better customization, detailed insights and improved customer engagement.

NPS 79

NPS Retail Net Promoter Score Touchpoint 79

Retently

JULY 8, 2024

Popularly labeled as the “ultimate question”, the NPS® survey has made the long customer satisfaction surveys obsolete (for good!), From not providing actionable metrics to having high statistical variance, NPS has been criticized for painting an inaccurate picture of customer satisfaction.

Net Promoter Score 148

Net Promoter Score NPS Non-Profits Customer Satisfaction 148

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 78

NPS Net Promoter Score CEM Customer Loyalty 78

Retently

SEPTEMBER 3, 2024

From perfectly timed surveys to actionable insights, you’ll see how Retently drives our growth—and how it can do the same for you. Key Takeaways We use post-trial and recurring NPS feedback to consistently refine our product and quickly adapt to customer needs. That’s where our NPS recurring survey comes in.

B2B 152

B2B NPS Start-ups Actionable Insights 152

Retently

AUGUST 23, 2023

Some people argue that NPS® doesn’t work effectively for B2B companies. One reason for this common misconception is that almost all of the content available both online and offline about NPS® is aimed at a B2C audience: Most NPS guides are written with B2C brands in mind, using terms like “customers” instead of “clients” or “accounts”.

Net Promoter Score 147

Net Promoter Score B2B B2C NPS 147

Retently

SEPTEMBER 12, 2018

Our product team makes use of all possible means to get hold of actionable insights for roadmap improvements. In this post, I’ll explain how we used MonkeyLearn to analyze NPS responses to get actionable insights from customer feedback. What is NPS? Sorting through the feedback is tough. Training our model.

Customer Feedback 109

Customer Feedback NPS Machine Learning Text Analytics 109

SurveySensum

SEPTEMBER 5, 2023

Dive into this blog to explore 11 actionable insights and uncover the full potential. 11 Actionable Insights for Exceptional SaaS Customer Experience SaaS customer experience is the holistic perception customers have of your product. For example, if you want to know how happy your customers are, you use the NPS metric.

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

SurveySensum

NOVEMBER 6, 2023

They both launched NPS surveys to assess and enhance overall satisfaction and loyalty. They both conducted similar NPS surveys, launched simultaneously, and analyzed the data using robust NPS software. They both conducted similar NPS surveys, launched simultaneously, and analyzed the data using robust NPS software.

NPS 52

NPS Close the Loop Text Analytics Customer Satisfaction 52

Retently

AUGUST 3, 2023

Unlike customer service, which is serviced on a transaction basis (an after-service call or sales-rep interaction), customer experience is an end-to-end interaction, from content discovery to onboarding and online support. Customer Loyalty is Priceless.” – Jeffrey Gitomer When a transaction is done right, you make a sale.

Net Promoter Score 145

Net Promoter Score Customer Experience Social Media NPS 145

Callminer

JUNE 3, 2019

That’s because even before these employees decide to pull the plug, their lack of engagement leads to reduced sales, subpar customer service, and more. Everything from average handle time (AHT) to net promoter score (NPS) is fueled by their interactions with the customer. So, what’s leading to this growing problem?

Net Promoter Score 140

Net Promoter Score Contact Center Actionable Insights NPS 140

SurveySensum

DECEMBER 24, 2024

SurveyMonkey is a widely-used customer feedback tool that offers drag-and-drop functionality to design surveys and analyze data for actionable insights. Qualtrics Allows closed-loop follow-ups Collect data from different sources Generate real-time insights into CX Contact to know the pricing details 4.4

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52

SurveySensum

MARCH 12, 2025

Contingency table analysis enables you to systematically compare these variables side-by-side, revealing nuanced patterns and correlations that lead to deeper, actionable insights. Faster and More Actionable Insights Simplicity and organization delivered by the cross-tab table let one quickly compare variables.

Net Promoter Score 52

Net Promoter Score Customer Satisfaction Actionable Insights NPS 52

Retently

MAY 2, 2023

The most widely used surveys to assess customer satisfaction levels are NPS , CSAT , and CES. While they measure customer experience at different stages in the customer lifecycle, all three equip SaaS companies with actionable insights that can help enhance the product, reduce churn and drive growth. What is NPS, CSAT, and CES?

CX 133

CX NPS Customer Satisfaction Start-ups 133

SurveySensum

OCTOBER 17, 2024

As a result, the initial step is to collect feedback from customers via various channels, such as online reviews, NPS /CSAT surveys, social media reviews, and customer support tickets. It is best to focus on omnichannel feedback collection and target deeper analysis to understand customer preferences and behavior with actionable insights.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. At the same time, NPS is often a subject of critics and misunderstanding. That makes the NPS of NPS 32.

NPS 126

NPS CX Net Promoter Score Close the Loop 126

Totango

NOVEMBER 10, 2021

It is great to reward your employees for driving growth, however, putting too much focus on revenue generation could drive your CS team to be focused more on sales than success, which can be off-putting to your customers. Net Promoter Score (NPS).

Net Promoter Score 90

Net Promoter Score NPS Sports Actionable Insights 90

Retently

OCTOBER 11, 2024

QA tools enable you to monitor interactions in real-time, automate support quality control, and provide actionable insights that ensure your team delivers a seamless experience every time. Seamless Reviews: Share Quality Assurance reviews with frontline teams quickly, allowing for actionable insights as soon as reviews are completed.

Retail 133

Retail Scorecard Sentiment Analysis Customer Service 133

Retently

MAY 15, 2024

Example of NPS Website Visitors Survey From Ecommerce companies and SaaS services to physical product businesses , customer feedback is extremely valuable. In simple terms, NPS is a metric used to figure out how likely people are to recommend your site to their friends. Did you answer it, or did you close it and get back to reading?

Net Promoter Score 78

Net Promoter Score NPS Start-ups Actionable Insights 78

Totango

JANUARY 10, 2024

Rather than gleaning actionable insights from siloes or single sources, our focus in 2023 has been gathering insights directly from our clients from areas that all of us are familiar with: NPS, surveys through support, post-implementation, product insights, business reviews, and more.”

Sports 99

Sports Customer Satisfaction Sales Healthcare 99

Callminer

JULY 15, 2019

Employee engagement is a persistent problem at contact centers, as evidenced by high employee attrition rates, flat or declining sales, increased customer service complaints, and increased compliance violations. How to Use SA to Close more Sales featuring JLodge. Employee Engagement Trends of 2019 featuring nGuvu. Can you Hear Me Now?

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

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 Social Media Customer Satisfaction Customer Loyalty 52

SurveySensum

JULY 9, 2024

And because of this experience, the coffee giant currently enjoys an NPS score of 77, one of the highest in the sector! Key Drivers of Starbucks NPS Score 1. The Mobile Order & Pay option comprised 6% of Starbucks’ 2016 US sales. Launch Your Own NPS Program With SurveySensum! Fascinating, right?

NPS 52

NPS Customer Loyalty Social Media Customer Retention 52

ClientSuccess

MAY 25, 2023

Net Promoter Score (NPS) Analyzer The NPS Analyzer feature generates an intelligent analysis of Net Promoter Score (NPS) campaigns. NPS Analyzer dramatically reduces the time and effort required to analyze NPS campaigns, enabling businesses to gain comprehensive insights quickly and take action immediately.

Net Promoter Score 81

Net Promoter Score AI Unstructured Data NPS 81

SurveySensum

JUNE 1, 2023

And the simple and effective tool to achieve this is the Net Promoter Score (NPS). The NPS score of your business determines how loyal your customers are and how likely they are to recommend you to others. Higher NPS scores indicate you have more customers to promote your business. But the NPS score isn’t enough.

NPS 52

NPS Retail Net Promoter Score Customer Loyalty 52

SurveySensum

DECEMBER 22, 2023

During the call, the agent asked for a 5-star rating in the NPS survey, explaining that it impacted his monthly review and incentive. Unfortunately, this is not an isolated case of NPS gaming. While your NPS score will be high, this only gives you a false sense of growth and even damage your brand’s reputation.

NPS 52

NPS Gaming Education Customer Satisfaction 52

SurveySensum

MAY 19, 2023

This is where Net Promoter Score (NPS) comes into play. Using NPS in banks, it can get to the heart of why customers would or wouldn’t recommend them to others. What is NPS in banking and other financial institutions When should you launch your NPS surveys in banks? How to use NPS in banking and financial services?

NPS 52

NPS Net Promoter Score Customer Loyalty Close the Loop 52

Totango

NOVEMBER 10, 2021

It is great to reward your employees for driving growth, however, putting too much focus on revenue generation could drive your customer success team to be focused more on sales than success, which can be off-putting to your customers. Net Promoter Score (NPS).

Net Promoter Score 78

Net Promoter Score NPS Sports Actionable Insights 78

SurveySensum

JANUARY 20, 2025

Thats where sentiment analysis comes in – turning raw feedback into actionable insights. However, on the flip side, despite the negativity, Nikes sales resulted in a 31% jump from the controversial ad. According to 4C Insights , Nikes social media mentions jumped by 1678%, while that of Kaepernick spiked 362,280%.

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

Lumoa

FEBRUARY 28, 2023

Your customers are a wealth of information on how you can improve your marketing, sales, and customer experience. As they interact with your website, your sales team, or tools like a chatbot, you can capture their questions and concerns to improve your marketing and sales efforts. All you have to do is ask (and listen!).

Customer Feedback 78

Customer Feedback Close the Loop Net Promoter Score Actionable Insights 78

Totango

FEBRUARY 11, 2022

Because of these factors, B2B sales and renewal cycles may be longer than their B2C counterparts. Go beyond the passive collection of NPS scores by proactively collecting customer feedback via interviews, polls, heatmap software, and other community engagement initiatives. Inform Customers How You Use Their Feedback.

B2B 114

B2B B2C Customer Experience Net Promoter Score 114

Gainsight

JUNE 13, 2019

Depending on the type of feedback you collect, you’ll uncover actionable insights that you can associate with quantitative metrics. NPS Score (NPS): Satisfaction surveys sent more regularly around the 1-month, 6-month and 1-year benchmarks to measure willingness to advocate. CSAT is considered short-term satisfaction.

Customer Feedback 94

Customer Feedback NPS Actionable Insights Customer Satisfaction 94