ECXO

DECEMBER 4, 2024

Churn Rate: The churn rate represents the percentage of customers who cancel or do not renew their subscriptions. A high churn rate can be an indicator of customer dissatisfaction or a lack of perceived value. This score helps assess overall customer sentiment and identify promoters, passives, and detractors.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

eglobalis

OCTOBER 1, 2024

For example, Sales can provide insights on customer feedback directly to Marketing, allowing for more targeted campaigns. When every department works toward common targets—such as customer satisfaction or operational efficiency—it becomes easier to focus on the broader company mission rather than department-specific objectives.

CX 458

CX Finance Customer Journey Map Innovation 458

ECXO

MARCH 21, 2023

Customer Experience Measurement: A successful customer experience requires continuous measurement and management. The process involves customer research, design thinking, and user testing to develop products and services that fit seamlessly with the customer journey. He holds an MBA at J.L.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

SurveySensum

APRIL 16, 2025

A Customer Relationship Management (CRM) survey is a targeted method of collecting customer feedback from the contacts stored in your CRM system. CRM surveys use existing customer data for personalized, context-driven questions. Boost Customer Engagement with CRM-Integrated Email Surveys What is it?

CRM 52

CRM Customer Feedback NPS Touchpoint 52

Retently

MARCH 11, 2025

That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans. Morning Routine: Customer Feedback First Most days start with one thing: checking customer feedback. Lets take a closer look!

CX 116

CX Customer Experience Net Promoter Score NPS 116

Intercom, Inc.

MAY 22, 2019

To understand the voice of the customer , companies need to measure three critical points in the user experience: onboarding effort, support satisfaction and an overall net promotion score that measures relationship health. If you enjoy our conversation, check out more episodes of our podcast.

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

Lumoa

FEBRUARY 28, 2023

Strategically reacting to customer feedback can increase customer loyalty and retention. In this post, you’ll learn why customer feedback is integral to your business’s success. These commonalities are elements of your customer journey —the sum of all interactions customers have with your brand.

Customer Feedback 78

Customer Feedback Close the Loop Net Promoter Score Actionable Insights 78

Retently

NOVEMBER 27, 2023

Access to the right tools While there are numerous ways of achieving and tracking customer success, the Net Promoter Score has become one of Customer Success team’s secret weapons. Retently is here to assist your Customer Success professional.

NPS 144

NPS Net Promoter Score Customer Feedback Social Media 144

Retently

MAY 31, 2024

Operating from this position means you’ll likely end up prioritizing the hire of additional technical staff (engineers, programmers, etc.) The Connective Tissue of a Company The first non-technical hire you make needs to be in Customer Success. What They’re There For Feedback is a vital ingredient in your product’s lifecycle.

Net Promoter Score 143

Net Promoter Score Engineering Customer Retention Customer Feedback 143

Intercom, Inc.

JULY 4, 2019

Deciding what your engineers should do next can be a lot like climbing a ladder. In working with them to ask and answer that question, we understood what increasing net promoter score means, but how would we do it? On the lowest rung is a problem to be solved. But the rungs in between can often be quite flimsy.

Net Promoter Score 212

Net Promoter Score Start-ups Non-Profits Sales 212

ECXO

APRIL 26, 2023

Design team performance metrics are usually based on project delivery and the quality of the user experience and measured often by adoption rate, CES, CSAT or net promoter score per transaction, for instance or many others. These are customer perception metrics that are important to benchmark and evaluate.

CX 156

CX Net Promoter Score Innovation Touchpoint 156

Gainsight

OCTOBER 4, 2023

Users have an expectation in today’s Customer Success Management Platform market that their vendor will have gen AI built into their platform in a meaningful way, but many vendors simply lack maturity with AI. Takeaways: AI-generated summaries of all customer feedback. Enter Horizon AI. What’s Horizon AI?

Engineering 52

Engineering AI Net Promoter Score Artificial Intelligence 52

SurveySensum

JULY 6, 2020

Perhaps, to grow a business in this competitive market, it has become important to capture valuable customer feedback wisely and be aware of how happy or unhappy your customers are from your services, products, or experience. What is a detractor and why do you need to turn them into promoters? William Taylor, Sr.

Net Promoter Score 83

Net Promoter Score NPS Social Media Start-ups 83

PeopleMetrics

APRIL 15, 2015

A deep understanding of customer measurement (e.g., Sure, a great team of software engineers and UX experts is important. But if they’ve never worked in the customer satisfaction space, you may buying appearance over substance. How long should a transactional customer feedback survey be?

Voice of the Customer 81

Voice of the Customer Net Promoter Score Text Analytics VOC 81

SurveySensum

DECEMBER 30, 2024

SurveySensum SurveySensum is an AI-powered customer experience management platform designed to help businesses capture, analyze, and act on customer feedback in real-time. From Insights to Action: Unlock the Power of Customer Feedback to Drive CX with SurveySensum!

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Lumoa

MAY 21, 2018

In many organizations, marketing has an overall responsibility for the customer experience improvement initiatives and customer insights. Marketing needs to ensure that the customer feedback and insights are utilized across the whole organization, but at the same time its role is not limited to "traditional CX activities".

Customer Experience 122

Customer Experience Invoicing Finance Net Promoter Score 122

PeopleMetrics

DECEMBER 2, 2016

Studying the Customer Experience feedback for companies that utilize a field service delivery model reveals some interesting insights. The most interesting of which is the importance of the field engineer. 1: You only get one chance to make a great (in-person) first impression; nail it!

Net Promoter Score 75

Net Promoter Score Customer Experience Engineering NPS 75

SurveySensum

JULY 2, 2024

If not, it’s crucial to adopt a robust customer feedback tool to effectively gather and leverage the feedback. According to the State of Global Customer Service Report, a staggering 77% of consumers hold brands in higher regard when they actively seek and apply customer feedback.

Customer Feedback 52

Customer Feedback Sentiment Analysis NPS Text Analytics 52

SurveySensum

MARCH 10, 2025

Businesses today handle millions of customer interactions daily, across emails, live chats, call centers, and social media. Instead, you can leverage AI-powered conversational analytics to listen, understand, and act on customer feedback in real time. But manually analyzing every conversation? Thats impossible, right?

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Examples include: Search engine queries and ads. Elicit Frequent Feedback. Social media posts. Demonstration videos.

Net Promoter Score 113

Net Promoter Score Social Media Customer Journey Map Customer Relationship 113

SurveySensum

JANUARY 20, 2025

The real advantage of using an AI-enabled tool to categorize customer feedback isnt just that it simplifies the process. Analyzing Customer Feedback It goes without saying that the core benefit of implementing sentiment analysis is to analyze customer feedback collected via surveys , questionnaires, etc accurately.

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

ClearAction

JULY 3, 2017

We’ve had double digit increases in our net promoter score since we’ve transformed our program in 2013.” (I’m My view: The more holistic your practices of customer experience (CX) management, the more value you create for customers, employees, and shareholders.

Customer Experience 66

Customer Experience Net Promoter Score Government Manufacturing 66

Retently

OCTOBER 16, 2024

Whether you’re gauging customer satisfaction, gathering feedback on recent interactions, or spotting areas for improvement, embedding a quick survey in your email signature offers a non-intrusive way to collect continuous feedback. Once someone has responded, give them a break!

Customer Satisfaction 135

Customer Satisfaction Touchpoint Net Promoter Score Start-ups 135

Lumoa

APRIL 22, 2020

Solving the Problems with B2B Surveys Customer feedback needs to be addressed in two ways: The individual customer’s feedback needs to be resolved and addressed. The company needs to ensure the feedback is addressed systematically. That’s a lose-lose scenario for everyone. Don’t worry, though.

B2B 78

B2B Customer Survey Net Promoter Score Social Media 78

PeopleMetrics

MARCH 5, 2018

The same way you should check your fuel level before embarking on a long road trip, private equity firms need to ensure that an acquisition company’s customer base is still going to be there when the deal is done, and that the internal structure of the company is properly configured to support customer-centric goals.

Net Promoter Score 63

Net Promoter Score Customer Feedback Voice of the Customer Actionable Insights 63

PeopleMetrics

DECEMBER 2, 2016

Studying the Customer Experience feedback for companies that utilize a field service delivery model reveals some interesting insights. The most interesting of which is the importance of the field engineer. 1: You only get one chance to make a great (in-person) first impression; nail it!

Net Promoter Score 54

Net Promoter Score Customer Experience Engineering NPS 54

SurveySensum

NOVEMBER 23, 2023

A Detailed Comparison of the Top 5 NPS Tools SurveySensum Qualtrics NiceReply Delighted GetFeedback InMoment Zonka Feedback Qualaroo SurveyMonkey AskNicely Retently SurveySparrow Medallia Hotjar CustomerGauge Conclusion FAQs on NPS tools If customer happiness is the objective then NPS aka net promoter score is one of the best ways to get there.

NPS 52

NPS Net Promoter Score Sentiment Analysis Social Media 52

SurveySensum

JUNE 26, 2024

But have you ever stopped to wonder why Amazon has such a huge loyal customer base? Well, it’s because of a customer satisfaction metric called Net Promoter Score. This helps them create a customized search engine that is unique to each customer’s preference.

NPS 52

NPS Customer Loyalty Net Promoter Score Close the Loop 52

Execs In The Know

FEBRUARY 28, 2025

Identify Pain Points and Opportunities Use customer feedback, agent insights, and operational data to identify specific pain points in your current processes. Look for patterns like: High-volume, repetitive tasks Common sources of customer friction Areas with high error rates or rework 3.

CX 52

CX Net Promoter Score Pharmaceutical Retail 52

Execs In The Know

FEBRUARY 28, 2025

Identify Pain Points and Opportunities Use customer feedback, agent insights, and operational data to identify specific pain points in your current processes. Look for patterns like: High-volume, repetitive tasks Common sources of customer friction Areas with high error rates or rework 3.

CX 52

CX Net Promoter Score Pharmaceutical Retail 52

Retently

OCTOBER 23, 2024

Taking the importance of collecting customer feedback out of the way, where do we start? Understanding the Tools at Hand Collecting feedback is essential to identifying customer pain points and areas for improvement throughout the buyer’s journey.

Retail 110

Retail CX NPS Touchpoint 110

Confirmit

OCTOBER 18, 2018

Customer retention survey questions tend to include ways to calculate loyalty in a meaningful way, for example “How likely are you to recommend our company to a friend or colleague”, which on a scale of 0-10 gives you a Net Promoter Score® A customer loss survey can also be a great way to understand what made a client churn.

Customer Retention 45

Customer Retention VOC Net Promoter Score Voice of the Customer 45

SurveySensum

OCTOBER 3, 2024

A website optimization tool enhances your website’s performance by focusing on improving key aspects like speed, search engine rankings, and user experience. Boost your search engine rankings by optimizing content and technical aspects. Increase your conversion rates by turning visitors into customers.

Engineering 52

Engineering Text Analytics Start-ups Touchpoint 52

Lumoa

MAY 21, 2018

In many organizations, marketing has an overall responsibility for the customer experience improvement initiatives and customer insights. Marketing needs to ensure that the customer feedback and insights are utilized across the whole organization, but at the same time its role is not limited to "traditional CX activities".

Customer Experience 60

Customer Experience Invoicing Finance Net Promoter Score 60

SurveySensum

SEPTEMBER 11, 2023

Churn Rate : The churn rate calculates the percentage of customers who cancel their subscriptions within a given period. Customer Experience This category is all about understanding your customers’ feelings and experiences with your product. Let’s begin! How to Measure the Performance of a SaaS Company?

Net Promoter Score 52

Net Promoter Score Customer Acquisition NPS Customer Satisfaction 52

PeopleMetrics

MAY 12, 2022

For instance: Success at the Awareness stage hinges on the hotel's marketing effectiveness, so it's measured in terms of search engine impressions, ad clickthrough rates, and site visits. Once the customer has converted, the hotel can measure impact through satisfaction surveys , in-person feedback, and add-on purchases.

Customer Journey Map 62

Customer Journey Map Touchpoint Net Promoter Score CX 62

Retently

JULY 25, 2018

All the more reason to make sure you are offering your customers the experience, products/services, and support they deserve. Give it your best to make sure they aren’t tempted to check out other search engine results. Feedback Isn’t a One-Time Thing. “I

CEM 75

CEM Customer Experience Social Media CXM 75