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. Pay attention to CLV more than the score.

Net Promoter Score 147

Net Promoter Score NPS Non-Profits Customer Acquisition 147

eglobalis

FEBRUARY 3, 2025

Introduction In todays digital age, the relationship between technology and customer experience (CX) has become almost inseparable. For instance, Oracle uses its Oracle CX Unity platform to unify customer data across touchpoints , enabling businesses to create personalized experiences at scale.

B2B 337

B2B AI Predictive Analytics Sentiment Analysis 337

eglobalis

OCTOBER 1, 2024

For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities. A practical example is creating a steering committee that includes representatives from marketing, sales, customer service, IT, finance, and operations. The result?

CX 405

CX Finance Customer Journey Map Innovation 405

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. A truly effective CX strategy goes beyond basic customer interactions, integrating every aspect of the organization to provide seamless and high-quality customer engagement.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

eglobalis

JUNE 27, 2024

Introduction Delivering superior customer experience (CX) is paramount for business success. A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions.

Customer Experience 422

Customer Experience Net Promoter Score VOC Government 422

ECXO

AUGUST 19, 2024

Customer Experience Experimentation: Your Final Frontier Introduction Customer Experience (CX) is a critical battleground in today’s competitive market. To excel, businesses must continuously refine their CX strategies, and one of the most effective ways to do this is through strategic experimentation.

Customer Experience 368

Customer Experience Customer Journey Map Net Promoter Score B2B 368

CX Accelerator

JANUARY 7, 2019

That being said, I thought it might be helpful to share what I understand thus far about a couple concepts that are often mentioned in the CX technology space. It’s OK if they don’t but chances are you’ve heard a well-meaning salesperson try to sell you on the latest greatest CX tool and they’ve dropped these terms like they’re hot.

Machine Learning 275

Machine Learning AI CX Net Promoter Score 275

Retently

MARCH 23, 2023

Since not all NPS® data is public, and most brands aren’t eager to publish their low Net Promoter Score, we’ve taken several steps to find reliable customer satisfaction data that we can use to compare brands: Whenever possible, we’ve sourced data from various NPS benchmarks to gain a picture of the general NPS range within an industry.

Net Promoter Score 97

Net Promoter Score NPS Finance Customer Satisfaction 97

Retently

MARCH 11, 2025

But CX isnt just about making things easier its a major competitive advantage. 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. So, what does a CX Manager actually do on a daily basis?

CX 115

CX Customer Experience Net Promoter Score NPS 115

ECXO

JANUARY 21, 2025

Sales of the ApexSmart 5000 plummeted. Max finally started to notice the declining sales numbers, but he was convinced it was just a temporary setback. Apex Faces the Consequences The fallout was swift and brutal: Sales Tanked: Retailers began pulling Apex products from their shelves due to customer backlash. Couldnt set it up.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

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. Do this, and you are starting your readiness to become a more mature CX company!

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

ECXO

DECEMBER 4, 2024

In contrast, customer success in manufacturing leans heavily on relationship-building, product reliability, and post-sales support. They often use metrics such as usage frequency, feature adoption, and customer health scores to gauge customer satisfaction and predict possible churn.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

Beyond Philosophy

AUGUST 30, 2019

The Secret of Creating an Effective Customer Experience (CX) Strategy. It seems a very simple question and yet in reality, the answer is very strategic and critical to moving your CX to the next level. Marketing, Sales, Customer service, Finance, IT, etc. What is the experience you are trying to deliver to your customers?

Net Promoter Score 140

Net Promoter Score CX Customer Experience Finance 140

Beyond Philosophy

DECEMBER 6, 2019

Measurements should be accurate customer measures, like Customer Satisfaction scores or Net Promoter Scores® (NPS) [1] , a measure of how likely that customer is to recommend you to others. Are you too focused on sales revenue? Ensure that you take that into account when you make these decisions.

Net Promoter Score 171

Net Promoter Score CX NPS Start-ups 171

Beyond Philosophy

OCTOBER 5, 2015

In my experience everyone loves the idea of improving the Customer Experience (CX) until you ask him or her to change their business as usual. While the good news is 20% of executive teams fully support the CX agenda, that also means 80% don’t. The second group either doesn’t believe in the value of CX or is undecided.

CX 153

CX Net Promoter Score Customer Experience Sales 153

Lumoa

FEBRUARY 9, 2023

The situation when B2B CX was very distant from B2C CX has been rapidly changing. ” Build a cross-functional CX team: get the key players from the whole company (chief executives, heads of departments) onboard CX transformation. Build CX into the culture: build long-lasting principles oriented on customer success.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Beyond Philosophy

MARCH 19, 2020

The Majority of Companies Have a CX Team. For us, value typically means how much people are going to spend, the amount of market share the company has, the perception of the brand, improvements in the Net Promoter Score® (NPS), or customer satisfaction score, and so on. CX Teams Are Usually Part of Marketing.

CX 191

CX Net Promoter Score AI NPS 191

Taylor Reach Group

MAY 1, 2020

In a recent post, we looked at the cost of providing a poor Customer Experience (CX). If your customers are part of a particular Sales Rep’s book of business, you may want to check with Sales before making calls. You don’t want to inadvertently step into the middle of a sensitive negotiation.

CX 140

CX Net Promoter Score Customer Relationship Management NPS 140

SurveySensum

APRIL 14, 2023

What is the Net Promoter Score? Net Promoter Score (NPS) is a business metric that measures customer loyalty. It’s an indicator of your brand’s overall success and has a direct relationship with Customer Experience (CX). And that’s what we are focusing on here today.

Net Promoter Score 52

Net Promoter Score NPS Customer Loyalty Close the Loop 52

Beyond Philosophy

NOVEMBER 10, 2014

At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. A Global Shipping company increased its Net Promoter Score (NPS) by 40% points over 30 months.

Net Promoter Score 164

Net Promoter Score Customer Experience CEM NPS 164

CX Accelerator

OCTOBER 25, 2018

I’ve seen organizations with vibrant, meaningful CX groups modeled in all sorts of different ways. Many assume that organizations with a dedicated CX function have a massive advantage. Therefore, CX leaders are simply coordinators and facilitators. Therefore, CX leaders are simply coordinators and facilitators.

CX 140

CX Net Promoter Score NPS Contact Center 140

Lightico

MARCH 5, 2025

The Persistent Friction Between Compliance, IT, and CX Enterprises have always struggled to balance regulatory compliance, IT development, and customer experience (CX). Traditionally, compliance requirements have introduced friction in CX, resulting in delays, cumbersome customer journeys, and lower satisfaction.

Compliance 52

Compliance CX Customer Experience Healthcare 52

Experience Investigators

DECEMBER 10, 2024

But it is notoriously challenging to connect our individual efforts to clear benefits and ROI, because CX can span so many areas. Defining What Customer Experience ROI Looks Like There are countless ways to show the value of your CX efforts. Effective CX Management is about priorities.

CX 52

CX Customer Experience Touchpoint CXM 52

Beyond Philosophy

SEPTEMBER 15, 2015

Did you know Netflix’s Net Promoter Score (NPS) is higher than the cable companies? For those of you that don’t know, Net Promoter Score (NPS) represents the likelihood a Customer would recommend your product or service to other people (i.e., Have You Done These 3 Things to Improve Your CX?

Net Promoter Score 153

Net Promoter Score NPS Retail CX 153

Beyond Philosophy

APRIL 18, 2016

One of the many ways these biases manifest is in our responses to psychometric tools like ability tests, personality questionnaires, and even responses on Net Promoter Score (NPS) inquiries. Net Promoter Score (NPS) is used to determine how likely you are to recommend a product or service to one of your friends or family.

Net Promoter Score 112

Net Promoter Score NPS CEM B2B 112

ECXO

APRIL 26, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Article source here. Collaboration between the two leads can have a significant impact on the quality of your CX. Collaboration between the two leads can have a significant impact on the quality of your CX.

CX 156

CX Net Promoter Score Touchpoint Innovation 156

Beyond Philosophy

AUGUST 16, 2018

However, many of you have asked me how we get practical with these theories and implement them into your CX. Marketing does what they believe is the right thing for Customer Experience; customer service does what they think is the right thing for Customer Experience; sales does their version of the right thing for Customer Experience.

Net Promoter Score 184

Net Promoter Score NPS Customer Experience Customer Retention 184

Fonolo

SEPTEMBER 13, 2022

You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback. MTD Sales Training CEO sees customer venting as an opportunity to distinguish customer opinions from facts. Informs Your CX Strategy. Thousands, right? Thousands again.

Net Promoter Score 150

Net Promoter Score Contact Center Hospitality Hospitality 150

Retently

MARCH 14, 2023

Product reviews and Net Promoter Score (NPS) surveys are commonly used to measure customer experience and collect zero-party data. Understanding these differences and how they complement each other can help brands achieve a broader CX perspective. That’s where Net Promoter Score comes in as a complementary tool.

NPS 134

NPS Net Promoter Score Customer Satisfaction Customer Feedback 134

Experience Investigators

APRIL 23, 2024

CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it. This may sound contradictory for a CX professional to say.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Retently

AUGUST 3, 2023

That’s because the price margins between competitive brands have narrowed , services have become standardized and migration costs have been minimized, leaving out just one key differentiator – customer experience (CX). Great customer experiences (CX) also help reduce marketing costs, improve user engagement and organizational efficiency.

Net Promoter Score 145

Net Promoter Score Customer Experience Social Media NPS 145

Lumoa

FEBRUARY 2, 2023

The customer experience (CX) is a customer’s impression of an organization or brand based on their interactions with you. A positive experience builds loyalty and trust, increases sales, and improves customer satisfaction. A bad CX can motivate customers to abandon the brand altogether. The second is NPS (Net Promoter Score).

Retail 88

Retail Net Promoter Score Customer Experience CX 88

Retently

MARCH 16, 2022

Reducing customer churn , expanding customer relationships post-sale and focusing on the delivered value became the top priorities, which led to the need of a new customer management practice. . Now, if you were to use CX surveys, capturing customer expectations and predicting growth would be much easier. So why all the confusion?

Net Promoter Score 157

Net Promoter Score Customer Retention Customer Relationship NPS 157

Beyond Philosophy

JANUARY 19, 2019

Stay Ahead of Your Competition with New Advances in CX Marketing. 5 CX Concepts to Keep You Ahead of the Competition. 5 CX Concepts to Keep You Ahead of the Competition. Focus on the ROI of CX improvement. An increase in sales is excellent. But not all ROI is sales-based. Check out this episode!

Net Promoter Score 84

Net Promoter Score CX Artificial Intelligence Customer Loyalty 84

PeopleMetrics

FEBRUARY 11, 2015

This quote from Sonia Simone ''s excellent post entitled How to Create a Deep Connection with Prospects and Customers sums up a question we''ve been grappling with here at PeopleMetrics in recent months: how to help B2B companies differentiate on the prospect experience and close more sales. When to Start Listening. Survey Says ''Yes''.

Sales 78

Sales Net Promoter Score B2B NPS 78

Lumoa

APRIL 24, 2018

In doubts, I wanted to reach out to the thought leaders and influencers to know what they think of NPS, or rather, according to the best traditions of NPS, if they would recommend NPS to a fellow CX colleague. How likely are you to recommend Net Promoter System to your CX colleagues? (on Why did you give that score?

NPS 126

NPS CX Net Promoter Score Close the Loop 126

Lumoa

MARCH 20, 2018

Learn More about the role of AI in CX. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Build a cross-functional CX team : get the key players from the whole company (chief executives, heads of departments) onboard CX transformation.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107