Retently

MARCH 18, 2019

Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers. After all, brands with high customer retention are usually companies with high NPS score.

Net Promoter Score 127

Net Promoter Score NPS Customer Retention Innovation 127

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. Ready to start?

Net Promoter Score 98

Net Promoter Score NPS Finance Customer Satisfaction 98

eglobalis

JUNE 27, 2024

Successful execution ensures that the company lives up to its promises, thereby fostering trust and loyalty among customers. Companies like Siemens and Samsung start by selecting key divisions in different countries to pilot their strategies. Companies like IKEA, Samsung, Software AG, and Toyota exemplify this principle.

Customer Experience 480

Customer Experience VOC Net Promoter Score Government 480

Totango

NOVEMBER 3, 2021

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others. What is the Net Promoter Score Question?

Net Promoter Score 103

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 103

Totango

NOVEMBER 3, 2021

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others. What is the Net Promoter Score Question?

Net Promoter Score 102

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 102

Totango

NOVEMBER 3, 2021

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others. What is the Net Promoter Score Question?

Net Promoter Score 100

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 100

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)? Think of the star rating prompt right after an Uber ride, or the thumbs-up/down after a Netflix episode.

AI 346

AI CX Sentiment Analysis Predictive Analytics 346

Retently

MAY 15, 2024

However, for many businesses in the publishing industry, whose readers are their customers, asking for feedback directly is a way to optimize their product and learn more about user experience. If you’ve visited a newspaper website in the last year, chances are that you’ve run into at least one pop-up asking you to complete a reader survey.

Net Promoter Score 78

Net Promoter Score NPS Start-ups Actionable Insights 78

eglobalis

OCTOBER 1, 2024

Establish a Cross-Functional Leadership Team Start by creating a cross-functional leadership team that promotes collaboration across departments. This team should be responsible for ensuring alignment on company goals, customer experience, and operational priorities. The result?

CX 469

CX Finance Customer Journey Map Innovation 469

Retently

AUGUST 29, 2022

One of the most common questions we receive, as an NPS®-focused software business, is how Net Promoter Score® differs from the type of data you can extract by studying people’s reactions on social media platforms like Facebook, Twitter and Instagram. NPS Measures Customer Satisfaction, Not Public Opinion. free trial.

Social Media 156

Social Media NPS Net Promoter Score Customer Satisfaction 156

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 135

Net Promoter Score NPS Close the Loop Customer Satisfaction 135

InteractionMetrics

MARCH 27, 2025

What Is Customer Retention and Why Does It Matter? Customer retention might sound like fancy business jargon, but really, it’s just the art of keeping your customers happy enough that they stick around. Thats customer retention at workusing incentives and positive experiences to keep you coming back.

Customer Retention 52

Customer Retention Net Promoter Score NPS Predictive Analytics 52

Lumoa

FEBRUARY 9, 2023

How do you take action on customer experience? Listen to your customers. Actions include short- and long-term follow-ups. As short-term actions, you should be able to follow up with each individual responder, especially taking care of critical comments. Acting on customer feedback doesn’t mean doing one thing.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Retently

JULY 11, 2022

If your company is charging the clients on a monthly basis, signing up new customers and keeping them onboard has an incredible impact on your revenue, growth rate and profits. If a customer is a Detractor , there’s a serious chance that they’ll cancel their subscription either in the next billing period or in the near future.

NPS 151

NPS Net Promoter Score Customer Acquisition Start-ups 151

ProProfs

SEPTEMBER 25, 2017

Well, if you are a business owner and not sure what your customers think of your product or service, it’s time you start surveying them. With Net Promoter Score (NPS) you will be able to measure their loyalty and drive business growth. What is Net Promoter Score.

Net Promoter Score 51

Net Promoter Score NPS Social Media Customer Satisfaction 51

Zendesk

APRIL 5, 2022

It’s now more important than ever for support teams to track customer retention metrics. You want to ensure you’re putting your best customer service foot forward so buyers continue doing business with you. We surveyed top SaaS support teams to identify the most important customer retention metrics to measure.

Customer Retention 98

Customer Retention Net Promoter Score NPS Retail 98

SurveySensum

APRIL 14, 2023

Let’s get started. What is the Net Promoter Score? Net Promoter Score (NPS) is a business metric that measures customer loyalty. It allows you to assess the likelihood of customers recommending your brand to others – which is a crucial factor in achieving long-term success.

Net Promoter Score 52

Net Promoter Score NPS Customer Loyalty Close the Loop 52

Totango

MARCH 5, 2021

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

Customer Retention 92

Customer Retention Net Promoter Score Start-ups NPS 92

Beyond Philosophy

JULY 14, 2015

This method is not the way to set up a relationship that is open and honest with your current and future customers. 2: Your Customer retention plan includes penalties or fines if they want to end the relationship. . #2: 2: Your Customer retention plan includes penalties or fines if they want to end the relationship.

Customer Relationship 146

Customer Relationship Net Promoter Score Customer Retention Start-ups 146

Beyond Philosophy

NOVEMBER 6, 2014

Coming up with specific ways that create this experience in all the departments of your organization is how you deliver the experience you designed. This step is often the most challenging, because the hard work of change starts here. Knowing what you want to do is only part of the strategy.

Net Promoter Score 163

Net Promoter Score CEM Social Media Retail 163

Retently

MARCH 11, 2025

They act as a bridge between the customer and teams working with product, marketing, logistics, and support to ensure customer insights lead to tangible fixes. Their work directly impacts business growth by reducing complaints, improving support efficiency, and enhancing customer retention, they drive higher revenue and lower churn.

CX 116

CX Customer Experience Net Promoter Score NPS 116

PeopleMetrics

OCTOBER 22, 2015

As we discussed, the best customer experience metric for your business is a matter of finding the best fit for your business. In this post, we’ll take a look at two more advanced fits: Net Promoter Score and customer engagement. Using Net Promoter Score. Using Customer Engagement.

Net Promoter Score 106

Net Promoter Score NPS Voice of the Customer Customer Satisfaction 106

Beyond Philosophy

SEPTEMBER 15, 2015

Did you know Netflix’s Net Promoter Score (NPS) is higher than the cable companies? You can start and stop it when you want. This poor Customer Experience is one reason I now use Netflix more than my cable company. This poor Customer Experience is one reason I now use Netflix more than my cable company.

Net Promoter Score 153

Net Promoter Score NPS Retail CX 153

Beyond Philosophy

AUGUST 16, 2018

When I left British Telecom to start my global Customer Experience consultancy, I remembered my dissatisfaction with the all-theory-no-practicality approach to business. Any Customer Experience you deliver should result in more profits, loyalty, customer retention or Net Promoter Score or something of value for the organization.

Net Promoter Score 184

Net Promoter Score NPS Customer Experience Customer Retention 184

Fonolo

DECEMBER 6, 2022

Look at your financial reports to start. A solid FCR helps maintain and improve productivity and customer satisfaction. In addition, aiming toward increasing FCR rates each year or quarter will help you free up more agent time to help more customers or pursue job shadowing and training opportunities. .

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sports 142

Retently

MARCH 16, 2022

With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support). reduced customer churn.

Net Promoter Score 159

Net Promoter Score Customer Retention Customer Relationship NPS 159

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Customer Retention 90

Customer Retention Customer Journey Map Net Promoter Score Scorecard 90

Hodusoft

JUNE 8, 2022

First call resolution, also known as first contact resolution or FCR, is one of the most important components to manage the relationship with customers, measuring the call center’s ability to resolve customer problems on first contact, with no follow-up required. Customer Retention Rate. Net Promoter Score ?.

Net Promoter Score 98

Net Promoter Score Customer Satisfaction Customer Retention NPS 98

Retently

NOVEMBER 17, 2023

From tracking the real, long-term results of a campaign to judging the potential for customers to refer your company to their friends and colleagues, Net Promoter Score is a versatile metric that belongs in any marketing manager or consultant’s arsenal.

Net Promoter Score 78

Net Promoter Score NPS Customer Satisfaction Customer Acquisition 78

Retently

AUGUST 3, 2023

If your competitors follow up on your move and reduce their prices by 25%, users would have no problem switching, again. But, when you deliver a great customer experience, users are less likely to switch to other competitors, even if they’re given viable incentives. That’s a solid win-win.

Net Promoter Score 146

Net Promoter Score Customer Experience Social Media NPS 146

Beyond Philosophy

JULY 7, 2015

Let’s touch on a general answer for each question for now to get you started on your path to a better Customer Experience. How to Create a Deliberate Customer Experience? Many organizations think they have no control over how a Customer feels. The NPS is a tool designed to measure the loyalty of your Customers.

Net Promoter Score 113

Net Promoter Score Predictive Analytics NPS Customer Loyalty 113

PeopleMetrics

JANUARY 20, 2015

I was sitting next to a friend I hadn''t seen in a while, and we were catching up. Think of a customer. Who shows up on the provider''s doorstep. At that point, the customer is well outside of his or her comfort zone, floating in a space of anxious exploration. We''ll call the colleague Michael.) Who discovers a need.

Net Promoter Score 108

Net Promoter Score Customer Experience Voice of the Customer Construction 108

InteractionMetrics

FEBRUARY 20, 2025

Your Net Promoter Score (NPS) isntjust another numberits a direct reflection of customer trust and customer loyalty. A high NPS means happy customers who are eager to spread the word about your business, fueling growth and strengthening your brand reputation. Start by analyzing open-ended responses.

NPS 52

NPS Net Promoter Score Customer Satisfaction Social Media 52

Lumoa

MARCH 20, 2018

So let’s start! Actions include are short- and long-term follow-up. As short-term actions, you should be able to follow-up each individual responder, especially taking care of critical comments. Long-term actions are based on the analytics results of the customer feedback. Why is NPS ® going up or down?

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Retently

MARCH 17, 2025

Understanding the Core Differences in CX Reporting The Core Structure of a CX Report Best Practices for Making Stakeholder Reports Valuable & Engaging Wrapping Up: The Power of CX Reports in Driving Business Growth Keeping customers happy isnt just about responding to tickets or processing refunds. Whats Next?

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

Lumoa

FEBRUARY 13, 2018

There's a company X that collects customer feedback. Company X prefers the Net Promoter Score® ( what is NPS? ), yet it could be any other metric. on a scale from 0 to 10) " after each customer purchase or interaction. The company X started to contact its customers and finally ask why. But guess what?

Customer Feedback 111

Customer Feedback Net Promoter Score NPS VOC 111

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. Let’s start with the simplest one. How to Calculate NPS in Banking?

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52