Beyond Philosophy

JUNE 11, 2021

I was inspired by Frederick Reichheld’s article, “Firing a Bad Customer in 2021.” Reichheld is the author of many books on customer loyalty and invented the Net Promoter Score (NPS). Reichheld believes that taking feedback from the wrong customers makes frontline employees feel more alienated from the system of the NPS.

Non-Profits 99

Non-Profits Net Promoter Score NPS Retail 99

SurveySensum

FEBRUARY 10, 2022

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.

NPS 52

NPS Net Promoter Score Sentiment Analysis Touchpoint 52

SurveySensum

FEBRUARY 3, 2022

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.

NPS 52

NPS Net Promoter Score Sentiment Analysis Touchpoint 52

ClearAction

JANUARY 20, 2020

You’ll reap higher value in perpetuity: customer experience annuities. As you remove hassles you’ll build customer trust. Profitability (cost savings) is the best path to CX-inspired growth. Customer-facing roles communicate or deliver value. Non-customer-facing groups create or limit value.

CXM 90

CXM Non-Profits Close the Loop CX 90

Steven Van Belleghem

DECEMBER 6, 2021

When customers interact with the companies and brands they do business with, they expect knowledgeable employees, friendly employees, easy access to help/support when needed, fast response when communicating, and an easy/frictionless experience. Similarly, curbside pick-up and its non-retail equivalent (i.e., They are still important.

CX 123

CX Customer Experience Non-Profits Social Media 123

Waypoint Group

JANUARY 23, 2015

But with so many options for what is “deemed important” in customer success, a B2B voice-of-customer (VoC) dashboard has a unique set of requirements. These are the six key performance indicators (KPI’s) we’ve determined to be necessary on every customer feedback dashboard: % of Identified Promoters. Alert Follow-Up Rate.

VOC 61

VOC NPS B2B Non-Profits 61

SurveySensum

FEBRUARY 4, 2025

With data privacy and customer trust taking the front seat, choosing top GDPR-compliant survey platforms has become more than nice to have. In fact, according to research, companies that focus on customer expectations not only grow significantly faster but are 60% more profitable. Lets take a look at them.

Compliance 52

Compliance Start-ups Healthcare AI 52

Retently

DECEMBER 4, 2019

In business, this term is used when referred to a customer segment in the Net Promoter Score® framework. Detractors are the survey respondents that score you from 0 to 6 on the NPS® scale. They are unsatisfied customers who will recommend against your company. NPS vs CSAT bucket analogy. NPS Survey Example.

Net Promoter Score 98

Net Promoter Score NPS Social Media Start-ups 98

Fonolo

AUGUST 14, 2018

This quarter we’ll look at Avaya (with cloud revenue growing quickly), Twilio (with its first profitable quarter), RingCentral (with strong revenue growth) and 8×8 (with the first quarter after a product refresh). They achieved profitability (earlier than expected) and the market rewarded them with a big jump in share price last week.

Non-Profits 52

Non-Profits Contact Center NPS Customer Satisfaction 52

SurveySensum

JULY 14, 2020

Mike is the Founder and Managing Partner at Storyminers and helps mid-market companies to achieve higher operating results and profitable exits using Storyminers’ unique combination of Story, Strategy, Experience Design, and Technology. Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Retently

NOVEMBER 27, 2024

Why CRO Is Non-Negotiable Investing in CRO means you’re making the most of the traffic you already have. It’s a cost-effective way to maximize revenue while creating a better shopping experience for your customers. Higher Lifetime Value (LTV): Returning customers are more likely to spend more with your business over time.

Sales 152

Sales Social Media Predictive Analytics Start-ups 152

SurveySensum

JULY 30, 2024

It is the best course of action when it comes to gathering customer feedback, but only when it’s done correctly. They allow businesses to: Engage with a large number of customers at the same time. Customize questions to match the specific needs and objectives of the audience. What are Email Surveys?

Healthcare 52

Healthcare Non-Profits NPS Customer Satisfaction 52

SurveySensum

JULY 2, 2023

If you keep your customers satisfied, they will keep coming back to you and can even refer you to others. And according to HubSpot , customer-centric organizations that focus more on satisfaction are 60% more profitable than others. So, how are you measuring the satisfaction level of your customers?

Customer Satisfaction 52

Customer Satisfaction Social Media Text Analytics Actionable Insights 52

Comm100

DECEMBER 14, 2022

Streamlines customer experience and saves time: By assigning repetitive tasks like data collection and documentation to chatbots, it streamlines customer experience and saves time. High profitability: Businesses that are CX leaders aren’t just popular with their customers, they also enjoy high profitability.

Customer Experience 52

Customer Experience Net Promoter Score Non-Profits Artificial Intelligence 52

SurveySensum

MARCH 20, 2024

With trends changing every day, customer expectations and needs are also evolving with the changing times, and if you fail to deliver the best to your customers then you will fall behind in this competitive marketplace. Now, understand the importance of creating a positive customer experience for your customers.

Customer Experience Management 52

Customer Experience Management CXM Customer Experience Text Analytics 52

SurveySensum

SEPTEMBER 12, 2023

One of my friends, James, uses customer feedback software to create and launch surveys, aiming to gauge his customers’ feedback. This illustrates how in-app surveys efficiently gather customer feedback. ” Being satisfied with the launch, he promptly gave a positive rating.

Non-Profits 52

Non-Profits Touchpoint Customer Feedback Actionable Insights 52

ClearAction

NOVEMBER 16, 2023

There was a wonderful window of opportunity for VoC managers to inject customer focus into each of these challenges, but unfortunately, few VoC managers were poised to do so with appropriate insights or political positioning. VoC dashboards and reports commonly emphasize customer-facing issues and apparent safe zones.

VOC 62

VOC B2B Close the Loop Non-Profits 62

SurveySensum

SEPTEMBER 21, 2023

But there’s a vital step between wanting to retain customers and actually measuring your success – that’s where the Customer Retention Rate comes in. Now when you understand and improve this rate by using a customer feedback platform then you can boost your business’s profitability.

Customer Retention 52

Customer Retention Non-Profits Social Media Gaming 52

Waypoint Group

MAY 23, 2018

This article discusses the steps and necessary metrics to drive account retention and expansion: Common issues facing Customer Success (CS) teams. The leading metrics that ensure you’re on track to accelerate profitable growth. Many Customer Success teams measure their performance via customer retention and expansion rates.

Non-Profits 40

Non-Profits B2B Voice of the Customer Sales 40

Qualtrics

FEBRUARY 26, 2019

On corporate social responsibility at Dun and Bradstreet: Dun & Bradstreet over the past few years has really put focus on our corporate social responsibility program, including building relationships with non-profit organizations and supporting local communities. This is really close to my heart. I love all of his books.

Non-Profits 37

Non-Profits Customer Experience B2C B2B 37

Lumoa

JUNE 22, 2021

So obviously, a lot of people will probably recognize themselves as the person in the corner of the organization, maybe responsible for the NPS measurements, trying to have everyone else be customer-centric. But I think it’s really interesting, because when you start thinking about it, we communicate so so it kind of non-diverse.

CX 78

CX Start-ups Customer Experience NPS 78

Retently

MAY 9, 2024

This article takes a look at the seven deadly sins of B2B customer retention that you’ll want to avoid and the relevant solutions you may want to consider. Personalizing customer interactions, offering exceptional customer support, and proactively addressing concerns are key components that boost customer retention and trust in B2B markets.

Customer Retention 125

Customer Retention B2B Non-Profits Customer Acquisition 125

SixteenVentures

DECEMBER 31, 2019

Customer Acquisition. Customer and User Onboarding. Customer Feedback Loop. Customer Advocacy. Customer Intelligence. Customer Expansion. Customer Renewal. Customer Retention. Customer Success is Not Happiness, Delight, or Satisfaction. also known as Customer-driven Growth).

Start-ups 137

Start-ups Sales NPS Non-Profits 137