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

eglobalis

JUNE 27, 2024

IKEA’s vision of creating a better everyday life is reflected in their commitment to sustainability, affordability, and innovative design. Philips focuses on improving people’s health and well-being through meaningful innovation, aligning their culture with this vision through extensive training programs and open communication.

Customer Experience 482

Customer Experience VOC Net Promoter Score Government 482

SurveySensum

FEBRUARY 13, 2025

It is the key predictor for gauging and improving customer retention and loyalty. Given its significance, how do you improve your Net Promoter Score? Did you know that 48% of your unhappy customers are likely to complain about negative experiences with brands to 10 or more people? Lets jump right in!

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

Retently

MARCH 18, 2019

The key to retaining customers is extremely simple: deliver value and provide a great experience that makes customers want to stick with you and recommend you to others. Well, by far the most effective way to measure customer satisfaction and loyalty is via the Net Promoter Score.

Net Promoter Score 129

Net Promoter Score NPS Customer Retention Innovation 129

ECXO

JANUARY 21, 2025

His focus was always on innovation, so much so that he didnt pay much attention to customer feedback. Apexs gadgets were innovative, and people initially loved them. Customers were starting to complain about poor customer service, confusing user manuals, and the lack of durability in newer products.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

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 472

CX Finance Customer Journey Map Innovation 472

ECXO

JULY 29, 2024

Coca-Cola’s vision of refreshing the world and inspiring moments of optimism is reflected in their commitment to sustainability and innovation. Aligning the Organization’s Culture An organization’s culture should support and promote customer-centric values. Companies like Barclays in Europe and Honda in APAC excel in this area.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

ECXO

AUGUST 19, 2024

The company uses A/B testing extensively to refine hardware and software features, gathering feedback on design prototypes to enhance user interaction and satisfaction. Real-time analytics and customer feedback are integral to Samsung’s approach, allowing the company to identify pain points and make necessary adjustments.

Customer Experience 369

Customer Experience Customer Journey Map Net Promoter Score B2B 369

Intercom, Inc.

MAY 22, 2018

We use it extensively to help teams get at the heart of user problems, make product development more efficient and sustain the innovative heartbeat that’s core to our DNA. These insights will help you develop a deeper understanding of your users and whether their needs require innovative new solutions or improvements to existing ones.

Innovation 223

Innovation Net Promoter Score Customer Satisfaction Customer Feedback 223

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 has pushed the sector to innovate beyond sending out more survey forms.

AI 349

AI CX Sentiment Analysis Predictive Analytics 349

eglobalis

SEPTEMBER 5, 2024

Service/Product Adoption Rate Tracks the percentage of customers actively using key features or the product overall. How it complements CX : Successful adoption depends on effective onboarding and usability, illuminated by CX metrics through customer feedback.

Net Promoter Score 451

Net Promoter Score CX NPS VOC 451

ECXO

MARCH 15, 2024

Businesses that prioritize their employees’ well-being, training, and development often find that this care and attention is reflected in the customer experience. The sixth sin is a failure to innovate. The world of customer experience is like a dance floor, always in motion and evolving.

Customer Experience 290

Customer Experience VOC Net Promoter Score Innovation 290

Intercom, Inc.

MAY 21, 2018

Commonly known as strategic or formative research, exploratory research can play a pivotal role in helping your company save time in product development and keep its innovative heart beating. Here at Intercom, exploratory research is a key step in our innovation process. How exploratory research drives efficient innovation.

Innovation 143

Innovation Net Promoter Score Start-ups Customer Satisfaction 143

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 120

CX Customer Experience Net Promoter Score NPS 120

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. Customers love giving feedback, but you have to build that experience very carefully.

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

Retently

JULY 8, 2024

Over the last decade, Net Promoter Score® has gradually become the new standard for measuring customer loyalty and satisfaction, not just for startups but for businesses around the world. introducing a new, simple and convenient way for businesses to measure customer happiness.

Net Promoter Score 148

Net Promoter Score NPS Non-Profits Customer Satisfaction 148

Confirmit

MAY 29, 2018

What Is Net Promoter Score (NPS®)? The Net Promoter Score, or NPS®, enables organizations to get a clear vision of the health of their customers’ loyalty. a Net Promoter Score, or more likely a series of Net Promoter Scores, you can track for key areas of your business.

Net Promoter Score 40

Net Promoter Score NPS Close the Loop Customer Loyalty 40

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. Dive into the steps for effective questionnaire design, crucial areas for feedback, and tactics for maximizing the valuable data you collect without the fluff. What questions do you include to not only garner responses but also drive your business forward?

Customer Feedback 96

Customer Feedback Net Promoter Score Customer Satisfaction NPS 96

Retently

AUGUST 9, 2018

We’ve just mentioned that VoC research can help you enhance your products and services to make sure they better meet your customers’ needs. However, let’s go a little deeper, and look into the benefits of collecting, analyzing, and acting on customer feedback: 1. It Can Lead to Product/Service Improvement & Innovation.

Voice of the Customer 90

Voice of the Customer Customer Feedback CEM Net Promoter Score 90

Retently

SEPTEMBER 17, 2018

Apple’s continual focus on improving its Net Promoter Score has produced significant results for the company. As of 2016, the company had an NPS of 72 – one of the highest in the technology industry – following a decrease in 2018 to a score of 63. Why is Apple’s Net Promoter Score important, you ask?

NPS 99

NPS Net Promoter Score Customer Loyalty Innovation 99

ECXO

AUGUST 21, 2024

They are willing to learn from mistakes, embrace new technologies, and innovate to improve the customer experience continually. 2. Empathize: Put yourself in the customer’s shoes. 3. Act on Feedback: Use customer feedback to drive continuous improvement.

CX 156

CX Social Media Touchpoint Predictive Analytics 156

SurveySensum

JULY 25, 2019

Research says that 57% of customers have stopped buying from a company because a competitor provided a better experience. Closing the loop with customer feedback doesn’t need to be difficult at all. . Listen to the customers constantly. Respond with a solution to customer feedback. Make Use of AI Technology.

Close the Loop 74

Close the Loop Customer Feedback Net Promoter Score CEM 74

Lumoa

JANUARY 2, 2023

Moreover, to successfully navigate today’s highly competitive landscape, businesses must understand exactly what customers think of them – and that means diving deep into customer experience data. . One tool businesses can use to capture valuable insights is the transactional Net Promoter Score (tNPS).

Net Promoter Score 78

Net Promoter Score NPS Customer Satisfaction Customer Feedback 78

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

Shep Hyken

DECEMBER 3, 2021

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. He shares the four key areas that lead to elevated customer experiences while growing rapidly.

Net Promoter Score 126

Net Promoter Score Customer Experience Scorecard Transportation 126

Lumoa

AUGUST 8, 2023

This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today. This shows the tangible, bottom-line benefits of listening to your customers.

Customer Feedback 78

Customer Feedback VOC Net Promoter Score NPS 78

ClientSuccess

MAY 25, 2023

SILICON SLOPES, UTAH (PRWEB) MAY 23, 2023 ClientSuccess, a leading customer success software provider, has announced the launch of SmartCS , its groundbreaking AI-driven solution designed to empower customer success managers and executives with data-driven insights, optimized workflows, prescriptive recommendations, and intelligent actions.

Net Promoter Score 81

Net Promoter Score AI Unstructured Data NPS 81

Experience Investigators

FEBRUARY 1, 2022

Without coalitions across the organization , CX leaders are often left with the role of collecting customer feedback and reporting on it, but unable to create the changes needed to act on customer needs. Without action , customer experience becomes a nice platitude, but not a path to greater success.

Customer Experience 136

Customer Experience CXM Net Promoter Score CX 136

Retently

MAY 31, 2024

By nurturing the Customer Success department early, you set your company up to grow and adapt to your customers’ needs. A strong Customer Success team optimizes your company for listening, learning, and empathizing with your customers.

Net Promoter Score 145

Net Promoter Score Engineering Customer Retention Customer Feedback 145

SurveySensum

DECEMBER 4, 2024

More than often, customers are attracted to banks that value them and offer good service. This is where Net Promoter Score comes into play. This CX metric has the ability to gauge customer loyalty and predict business growth. And generally, a negative score indicates poor performance because of more detractors.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

Execs In The Know

OCTOBER 4, 2024

Emily started by sharing how the company’s commitment to creating high-quality, purpose-driven products has earned them over 60,000 reviews and a 77 Net Promoter Score (NPS)—an industry-leading figure. As CX leaders, we are often challenged by turning customer feedback into actionable improvements.

Innovation 52

Innovation CX Net Promoter Score Customer Feedback 52

Experience Investigators

AUGUST 17, 2021

Customer Feedback and Insights. Innovations and Forecasting. Keep your Customer Experience Mission Statement top-of-mind by including this statement as part of the template for the meeting agenda. . CX meetings require thinking about the past, present, and future of the customer experience program.

Customer Experience 132

Customer Experience Net Promoter Score CX Start-ups 132

Experience Investigators

APRIL 23, 2024

Metrics from customer surveys like Net Promoter Score (NPS) or Customer Satisfaction Rate (CSAT) are measurements from a certain group of customers to consider in your strategic decisions. However, feedback alone cannot direct a strategy. Consider this a rallying cry!

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Retently

JULY 3, 2024

Whether you’re looking to enhance your interviews, gather detailed survey responses, or improve customer feedback , you’ll find plenty of useful tips and insights. They’re great for getting valuable insights across various contexts, such as customer feedback, team meetings or classroom discussions. Let’s dive in!

Sentiment Analysis 145

Sentiment Analysis Customer Satisfaction Customer Feedback Start-ups 145

PeopleMetrics

MARCH 1, 2017

There is tremendous power hidden in your aggregated customer responses and trends. Step 1: Decide if you are in innovation or repair mode. You're in innovation mode when…. Your Net Promoter or Customer Loyalty scores are best-in-class (i.e., The goal of this article is to help you harness this power.

Net Promoter Score 70

Net Promoter Score Innovation Customer Loyalty Voice of the Customer 70

PeopleMetrics

JUNE 16, 2015

90% of participants agree that customer experience (CX) is a stated strategic imperative, yet just 1 in 2 have an established budget for improving customer experience. All Repair, No Innovation". 7 in 10 say that the company shares customer feedback with employees. "All Talk, No Action".

Net Promoter Score 96

Net Promoter Score Scorecard Gaming CX 96