Retently

MARCH 11, 2025

A CX Manager is responsible for the entire end-to-end customer journey, making sure every touchpoint from store purchase to post-fulfillment support is smooth, frustration-free, and ultimately leads to happier, more loyal customers. If scores drop, is it because of longer wait times, unhelpful responses, or an issue with a specific agent?

CX 120

CX Customer Experience Net Promoter Score NPS 120

Retently

JULY 8, 2024

Well, Net Promoter Score (NPS) helps you get a handle on how your customers feel about your business. To calculate your NPS, subtract the percentage of Detractors from the percentage of Promoters. You have a score that ranges from -100 to 100, giving you a snapshot of overall customer sentiment.

Touchpoint 78

Touchpoint NPS Net Promoter Score Actionable Insights 78

Lumoa

MARCH 20, 2018

To borrow a definition from Forrester , "The customer journey spans a variety of touchpoints by which the customer moves from awareness to engagement and purchase. Successful brands focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey." The score should be above 0.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Retently

MARCH 16, 2022

Some companies have separated these functions further and appointed specialized groups for Onboarding, Implementation, and Customer Education. optimized customer touchpoints. For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support). reduced customer churn.

Net Promoter Score 161

Net Promoter Score Customer Retention Customer Relationship Touchpoint 161

ECXO

APRIL 26, 2023

The partnership is critical to creating a seamless and consistent customer and employee experience across all touchpoints. Consistent brand experience – a partnership between the two roles helps to ensure a consistent brand experience across all touchpoints. But, no matter the level, working together is crucial. The reason?

CX 156

CX Net Promoter Score Innovation Touchpoint 156

Totango

MAY 5, 2021

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. How easily they can access support/educational materials. Some of the most prominent of these measurement techniques include the following: Net Promoter Score (NPS).

Customer Experience 118

Customer Experience Net Promoter Score NPS Education 118

Experience Investigators

JANUARY 7, 2025

Customer Touchpoints : Your CX program centers on customer touchpoints, which are every point of interaction with customers (both direct and indirect). This is another opportunity to use AI to your advantage and suggest which customer touchpoints are most critical to the overall experience and supporting your organizations goals.

Customer Experience 52

Customer Experience Customer Journey Map Touchpoint CX 52

Lumoa

FEBRUARY 2, 2023

There are now multiple touchpoints for your customers–websites, apps, and newsletters in addition to your physical space (and they may never even set foot in your store!). Because of this complexity, the retail customer journey must be consistent across all touchpoints (websites, apps, physical space, etc.).

Retail 88

Retail Net Promoter Score Customer Experience CX 88

Retently

MARCH 17, 2025

Helps teams react fast to emerging issues in different CX touchpoints (e.g., Key Features: Feedback First : Customer satisfaction metrics like NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and CES (Customer Effort Score) take center stage. Customer education?) Lets break it down.

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

Zendesk

FEBRUARY 10, 2022

Customer experience optimization is the process of gaining a deep understanding of your customers and enhancing the customer journey across all touchpoints. CX leaders and their teams must be empowered to deliver excellent experiences at every customer touchpoint. What is customer experience optimization?

Customer Experience 98

Customer Experience Unstructured Data Customer Journey Map Net Promoter Score 98

Totango

OCTOBER 20, 2020

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. How easily they can access support/educational materials. Some of the most prominent of these measurement techniques include the following: Net Promoter Score (NPS). How valued they feel as customers.

Customer Experience 90

Customer Experience Net Promoter Score NPS Education 90

SurveySensum

MARCH 12, 2025

Ordinal Data Categories with a meaningful order, such as education level (high school, bachelor’s, master’s) or income bracket (low, medium, high). Net Promoter Score Analysis Cross-tabulation takes your NPS analysis beyond just scoresit uncovers the why behind customer sentiment.

Net Promoter Score 52

Net Promoter Score Customer Satisfaction Actionable Insights NPS 52

Lumoa

MARCH 20, 2018

To borrow a definition from Forrester , "The customer journey spans a variety of touchpoints by which the customer moves from awareness to engagement and purchase. Successful brands focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey." The score should be above 0.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

Lumoa

OCTOBER 24, 2023

A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience. Success in customer experience (CX) can be represented by numbers.

Net Promoter Score 78

Net Promoter Score Customer Experience NPS Healthcare 78

SurveySensum

OCTOBER 17, 2024

Take Netflix, for example, which has perfected the art of utilizing customer feedback to make educated choices about its content offerings. In other words, today’s modern connected consumer interacts with a business across multiple touchpoints. It can be through emails, social media, websites, chatbots, or any other medium.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

CSM Practice

FEBRUARY 24, 2020

Engagement activity measures the amount of proactive, high-value, customer-centric touchpoints a Customer Success Manager or Customer Success team has with customers over a specified period. 6. Net Promoter Score (NPS). Poor NPS scores may indicate poor onboarding, education or support playbooks.

Net Promoter Score 59

Net Promoter Score NPS Touchpoint Start-ups 59

Totango

NOVEMBER 7, 2019

Identifying customers that might churn helps you forecast net revenue and create a plan for new customer acquisition. Signs to look for when learning how to identify at-risk customers include: Low NPS scores: By tracking Net Promoter Scores (NPS), you create an early warning system that will identify potential at-risk customers.

Net Promoter Score 85

Net Promoter Score NPS Customer Acquisition Start-ups 85

Experience Investigators

DECEMBER 15, 2023

Related: Three Employee Experience Touchpoints that Impact Customer Experience Then be honest and authentic about sharing where this might need attention. But explaining how you measure Net Promoter Score (NPS) and how that can help predict how happy and loyal customers will be is helpful. Ask your employees for examples.

CX 110

CX Customer Experience Customer Journey Map Net Promoter Score 110

InteractionMetrics

JANUARY 31, 2025

Amplitude Research Amplitude Research offers full-service survey administration and diverse customer research surveys, including net promoter score (NPS) and client testimonials. In addition, they offer discounts for government, education, and nonprofit organizations.

Customer Satisfaction 52

Customer Satisfaction Social Media Mystery Shopping Net Promoter Score 52

Zendesk

MAY 17, 2022

If companies want to increase profitability and brand loyalty, they need to use customer feedback (like CSAT scores) to their advantage. CSAT vs. Customer Effort Score (CES) vs. Net Promoter Score® (NPS). When and how to use customer satisfaction score surveys. Here’s why.

Customer Satisfaction 98

Customer Satisfaction NPS Net Promoter Score Retail 98

Gainsight

JULY 29, 2024

I’ve had many conversations with Customer Education and Customer Success leaders that have all gone something like this: “I want to educate users on my software…but we’re busy, and hiring people is expensive. In fact, my title didn’t have anything to do with Customer Education or Enablement at the time.

Education 52

Education Net Promoter Score AI Touchpoint 52

Gainsight

DECEMBER 18, 2020

Personalities can play a part in the customer relationship as much as education and capabilities can. Enable Your Team to Be Successful : Help your CSMs, and any customer-facing teams succeed with the right education, materials, and information. There are varying degrees of education and experience on any team.

Gaming 59

Gaming Net Promoter Score VOC Education 59

Gainsight

JULY 29, 2024

I’ve had many conversations with Customer Education and Customer Success leaders that have all gone something like this: “I want to educate users on my software…but we’re busy, and hiring people is expensive. In fact, my title didn’t have anything to do with Customer Education or Enablement at the time.

Net Promoter Score 52

Net Promoter Score Education AI Touchpoint 52

InteractionMetrics

APRIL 17, 2025

Best For Enterprise teams (especially in finance or hospitality) that need visibility into the full customer journey and fast insights from multiple touchpoints. Compared to Qualtrics Where It Wins: Stronger at handling unstructured data, easier to launch with pre-built templates, and more focused on real-world customer touchpoints.

E-commerce 40

E-commerce Hospitality Hospitality Sentiment Analysis 40

Lumoa

JULY 21, 2022

This is a red flag because these customers have several touchpoints. Seemingly overnight, telecommunications companies were responsible for helping people build personal relationships, continue their education, and advance professionally while also respecting social distancing rules.

Customer Experience 88

Customer Experience CXM CEM Net Promoter Score 88

Aquire

JULY 20, 2021

Whether it’s through familiar systems such as Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) , or through tracking business metrics such as customer renewals and churn rates, determine which metric matters most to you and create a plan to start measuring it. . There are many ways to do this.

Customer Service 98

Customer Service Social Media Omnichannel Net Promoter Score 98

SurveySensum

JULY 21, 2023

Launch the Right Surveys at Each Touchpoint Are you struggling to determine which type of survey should be sent at each touchpoint? → Consider the following question: Have you evaluated your onboarding process, customer service responsiveness, and technical support issue resolution? NPS primarily assesses customer loyalty.

Customer Retention 52

Customer Retention B2B Net Promoter Score Touchpoint 52

CSM Practice

FEBRUARY 24, 2020

Engagement activity measures the amount of proactive, high-value, customer-centric touchpoints a Customer Success Manager or Customer Success team has with customers over a specified period. Engagement Activity = Number of Engagement Touchpoint Over A Certain Period. 6. Net Promoter Score (NPS).

Net Promoter Score 52

Net Promoter Score NPS Touchpoint Start-ups 52

Zendesk

OCTOBER 20, 2023

Customer success manager: Manage a team of customer success associates, educate the team about important goals and milestones, review customer data and feedback to identify sales and success opportunities, and promote product adoption and training. Consideration: Sales teams customize offers, product recommendations, and touchpoints.

Net Promoter Score 52

Net Promoter Score Customer Journey Map Touchpoint Customer Feedback 52

Totango

DECEMBER 3, 2020

Account Health (Cited by 47% of Respondents): Customer health scores illustrate whether a client is ready for an upsell, at-risk of churning, or anywhere in between. Internal Communications: Are employees maintaining consistent touchpoints and carving out time to meet to discuss roadblocks, successes, and future strategies?

Net Promoter Score 65

Net Promoter Score Start-ups Touchpoint NPS 65

SugarCRM

DECEMBER 2, 2021

There are many touchpoints in a customer relationship where marketing communications can play a vital role. Marketing can help in the customer onboarding process, in a product onboarding process, with regular Voice of the Customer surveys, with customer service satisfaction surveys, or NPS (Net Promoter Score) surveys.

Sales 55

Sales Net Promoter Score Close the Loop CRM 55

PeopleMetrics

MAY 12, 2022

A customer journey map is a visual or multimedia representation of all the touchpoints that a customer has with your business over the course of your relationship. Proactively managing and improving your CX inherently requires careful thought about your interactions, touchpoints, and impressions with customers. Touchpoints.

Customer Journey Map 62

Customer Journey Map Touchpoint Net Promoter Score B2C 62

Totango

OCTOBER 15, 2020

A customer data platform (CDP) is software that collects and synthesizes data from various touchpoints into a holistic view of each customer. Over time, you can turn this data into action by suggesting features, offering personalized resources, and providing educational opportunities that will improve usage. .

Compliance 63

Compliance Net Promoter Score Outlook Legal 63

CSM Practice

FEBRUARY 24, 2020

Engagement activity measures the amount of proactive, high-value, customer-centric touchpoints a Customer Success Manager or Customer Success team has with customers over a specified period. 6. Net Promoter Score (NPS). Poor NPS scores may indicate poor onboarding, education or support playbooks.

Net Promoter Score 52

Net Promoter Score NPS Start-ups Customer-Centric Organization 52

CSM Practice

FEBRUARY 24, 2020

Some customers may not be informed on all the benefits of your solution, educating them can renew their interest and increase your product’s perceived value. Customer engagement is the frequency of engagement a customer has with your customer success team across multiple touchpoints such as email, phone, chat, or meetings.

Invoicing 52

Invoicing Net Promoter Score Sentiment Analysis NPS 52

CSM Practice

FEBRUARY 24, 2020

Some customers may not be informed on all the benefits of your solution, educating them can renew their interest and increase your product’s perceived value. Customer engagement is the frequency of engagement a customer has with your customer success team across multiple touchpoints such as email, phone, chat, or meetings.

Invoicing 52

Invoicing Net Promoter Score Sentiment Analysis NPS 52

ClientSuccess

JANUARY 4, 2019

Measuring product usage can help alert your team to issues within your account across various areas such as training, educational resources, and even product enhancements. Even if you’re dealing with a single customer account, customer sentiment metrics can be changed on a daily basis or after every single touchpoint.

Net Promoter Score 53

Net Promoter Score NPS Customer Relationship Start-ups 53