Retently

JULY 17, 2018

One of the most frequently asked questions that we get is “What is a good Net Promoter Score®?” While both of these companies have a somewhat similar score, their performance among their peers differs considerably. What is a good NPS score? Instead of asking “What is a good Net Promoter Score?”,

Net Promoter Score 167

Net Promoter Score NPS Customer Satisfaction Healthcare 167

ECXO

AUGUST 19, 2024

Customer Experience Experimentation: Your Final Frontier Introduction Customer Experience (CX) is a critical battleground in today’s competitive market. Forrester reports that businesses prioritizing CX experimentation see notable gains in customer loyalty and satisfaction.

Customer Experience 368

Customer Experience Customer Journey Map Net Promoter Score B2B 368

Retently

AUGUST 23, 2022

As an ecommerce business, Net Promoter Score® might be the most powerful KPI in your CX toolkit. Net Promoter Score is a metric that measures the likelihood of a customer recommending your brand to their personal and professional social circle. Survey all customers, not just top spenders.

Net Promoter Score 148

Net Promoter Score NPS Non-Profits Customer Satisfaction 148

Retently

MAY 21, 2024

Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased? This is a common question that can be particularly worrying for small businesses that maintain a close relationship with their customers and clients. Why does NPS matter to businesses?

Net Promoter Score 143

Net Promoter Score NPS Start-ups Customer Retention 143

ECXO

JULY 29, 2024

Designing and Rolling Out a Global Customer Experience Strategy Introduction Delivering exceptional customer experience (CX) is essential for any successful business. This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

SurveySensum

DECEMBER 18, 2024

But how can you know if it is a good or bad NPS score ? Net Promoter Score Defined Net Promoter Score (NPS) is a widely used CX metric that measures customer loyalty and satisfaction by gauging how likely customers are to recommend a company, product, or service to their friends and family.

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52

Retently

APRIL 11, 2023

There’s no better measure of your business’s overall health and ability to grow than customer satisfaction. A thriving company hinges on happy customers and one of the most reliable ways to gauge their satisfaction is through a consistent NPS process. Satisfied customers translate into growth through word of mouth.

Net Promoter Score 158

Net Promoter Score NPS Customer Satisfaction Customer Feedback 158

ECXO

JANUARY 21, 2025

The Tale of Apex Gadgets: A Cautionary Tale of Ignoring Customer Experience Hey everyone! After a couple of weeks of holiday bliss, Im back and ready to dive into sharing more knowledge about one of my favorite topics: customer experience. What happens if a company doesnt care about customer experience?

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

Fonolo

OCTOBER 5, 2021

You can see what your customers think about your contact center by determining your Net Promoter Score (NPS). Creating a Customer Service Strategy That Drives Business Growth. 6 ways to improve your Net Promoter Score. businessgrowth #KPIs #businesstips Click To Tweet.

Net Promoter Score 153

Net Promoter Score NPS Contact Center Business Growth 153

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes.

CX 259

CX CX Transformation B2B B2C 259

eglobalis

SEPTEMBER 5, 2024

It’s no longer enough to simply deliver products; companies must craft seamless, meaningful customer journeys that lead to long-term success. To achieve this, businesses must go beyond traditional, siloed approaches and explore both Customer Success (CS) and Customer Experience (CX) metrics.

Net Promoter Score 459

Net Promoter Score CX NPS VOC 459

Retently

AUGUST 23, 2023

We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. Thanks to the higher response rate of B2B NPS surveys, business-to-business companies can have more confidence in their data which allows them to make meaningful, effective decisions to improve customer retention.

Net Promoter Score 148

Net Promoter Score B2B B2C NPS 148

ECXO

MARCH 6, 2025

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. Leadership Commitment and Vision Leading a customer experience transformation starts at the top.

CX Transformation 339

CX Transformation B2B CX Government 339

SurveySensum

FEBRUARY 13, 2025

Customer experience has moved from being a competitive differentiator to a key business imperative. Companies that lead in customer experience are now outperforming laggards by nearly 80%. NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

Hodusoft

OCTOBER 23, 2024

A Comprehensive Guide to Net Promoter Score: History, Calculation Formula, Survey Tips If you are an entrepreneur or a business professional, you probably know what the term ‘Net Promoter Score’ means. What is Net Promoter Score (NPS)?​ Read on and thank us later.

Net Promoter Score 52

Net Promoter Score Contact Center NPS E-commerce 52

Uniphore

DECEMBER 13, 2021

Today’s retail customers have higher expectations than ever—particularly when it comes to digital customer experience. Shaped by the global pandemic, which forced billions to adopt new shopping behaviors, customers are notably less patient, more demanding and more proficient online. Download The Article.

Retail 262

Retail Net Promoter Score Customer Experience NPS 262

ECXO

MARCH 15, 2024

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? The third sin is poor communication.

Customer Experience 289

Customer Experience VOC Net Promoter Score Innovation 289

eglobalis

MARCH 30, 2025

[link] Introduction: Todays businesses face a pivotal question: can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys in managing customer experience (CX)? This is a shift from reactive measurement to proactive management of customer experience.

AI 357

AI CX Sentiment Analysis Predictive Analytics 357

Retently

MARCH 23, 2023

You can also learn a surprising amount of tactics and strategies by studying the opposite end of the scale – the world’s least successful companies, from a churn perspective – to compare their common weaknesses and find out what makes their customers so unlikely to recommend them to their peers.

Net Promoter Score 100

Net Promoter Score NPS Finance Customer Satisfaction 100

ECXO

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

ECXO

DECEMBER 4, 2024

Customer Success Uncovered: How SaaS and Manufacturing Win with Tailored Strategies Customer success has become a cornerstone for businesses aiming to foster long-term customer satisfaction, boost retention rates, and drive sustainable growth. Customer Engagement 1. Nature of Product/Service 1.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

eglobalis

MAY 13, 2025

Introduction: Traditional B2B customer surveysonce the cornerstone of customer experience (CX) feedbackare rapidly losing effectiveness. Response rates are plummeting as busy business customers tune out lengthy questionnaires, and many programs see less than 20% of invited clients responding.

B2B 292

B2B AI Customer Survey VOC 292

ECXO

APRIL 12, 2021

Customer Experience and Service Management; meeting along the Customer Journey. The Customer Journey is an important common denominator between the CX and Service Management frameworks. Although their approaches may differ, both share the common goal of realising a great customer experience. Share on email.

Customer Experience 296

Customer Experience Net Promoter Score Customer Journey Map CX 296

Fonolo

APRIL 14, 2022

There are a lot of ways to get this information, but leveraging net promoter score (NPS) is one of the most popular. This approach allows you to evaluate customer feedback and information to improve your call center. Why is Net Promoter Score Important? Customer experience during different periods.

Net Promoter Score 91

Net Promoter Score NPS Contact Center Customer Satisfaction 91

Execs In The Know

MARCH 31, 2025

Here’s the story of how Spirit Airlines harnessed AI to enhance its customer experience, streamline operations, and scale its businessall while maintaining a strong focus on guest satisfaction. Their mission was clear: improve the guest experience, grow ancillary revenue, and lower the cost per customer interaction.

AI 78

AI Customer Experience Net Promoter Score Legal 78

Aquire

SEPTEMBER 28, 2021

The Net Promoter Score (NPS) is a popular metric that measures customer loyalty and satisfaction. It predicts customers’ impressions of a brand based on the likelihood of a positive recommendation. What is Net Promoter Score? 6 ways to improve your net promoter score.

Net Promoter Score 98

Net Promoter Score NPS Customer Satisfaction Customer Loyalty 98

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Callminer

SEPTEMBER 19, 2018

Net Promoter Score, Customer Satisfaction Score, and Customer Effort Score are scoring methods a business can use to track and calculate customer experience success.

Net Promoter Score 207

Net Promoter Score NPS CX Customer Satisfaction 207

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. Their work directly impacts business growth by reducing complaints, improving support efficiency, and enhancing customer retention, they drive higher revenue and lower churn. Checking customer support tickets.

CX 120

CX Customer Experience Net Promoter Score NPS 120

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach. In the end, everything is connected.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

eglobalis

OCTOBER 1, 2024

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities.

CX 479

CX Finance Customer Journey Map Innovation 479

Retently

MAY 15, 2024

If you’re managing a website and wondering how to gauge if your visitors are digging their experience, then Net Promoter Score ® might have popped up on your radar. Let’s start by looking at the pros and cons of surveying your website visitors for Net Promoter Score and direct feedback.

Net Promoter Score 78

Net Promoter Score NPS Start-ups Actionable Insights 78

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Net Promoter Score 162

Net Promoter Score Customer Experience NPS Customer Satisfaction 162

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

Net Promoter Score 138

Net Promoter Score NPS Close the Loop Customer Satisfaction 138

The DiJulius Group

JANUARY 31, 2022

As customer experience has now become your brand’s best marketing, it is critical to see specifically how well your company, individual locations, and your customer-facing employees are doing, as well as holding them accountable for the experience they are delivering. Read Full Article.

Net Promoter Score 111

Net Promoter Score Customer Satisfaction NPS Customer Experience 111

CX Accelerator

JANUARY 7, 2019

So keep that in mind as I talk about technology for customer experience. You’d want to first build a machine learning model where you feed it thousands of customer interactions and tie those interactions back to success metrics like Net Promoters Score, Customer Satisfaction, or closed sales.

Machine Learning 275

Machine Learning AI CX Net Promoter Score 275

CX Accelerator

NOVEMBER 7, 2023

Give inconsistent or incorrect answers to customers. Are easy to reach on certain customer service channels (like social media) but not so easy on others. With this in mind, I asked a few of my friends on the , Customer Experience Question of the Day (#CXQOTD ) on X to complete this sentence. 14) have a scapegoat culture.

Net Promoter Score 316

Net Promoter Score Legal Construction Social Media 316