ECXO

JULY 29, 2024

This involves setting up multiple feedback channels such as customer surveys, social media listening, direct customer interviews, and net promoter scores (NPS) to capture ongoing customer sentiment and insights. Regularly updating the strategy based on customer feedback and evolving market conditions is crucial.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

Retently

DECEMBER 21, 2022

Here’s an interesting question for B2B companies that use Net Promoter Score to get feedback from their clients: Scenario : You run a B2B company that sells software. Should you ask your key contact to complete your NPS survey, or should you send it to every user that engages with your product? Who should you survey?

Net Promoter Score 147

Net Promoter Score B2B NPS Engineering 147

Retently

NOVEMBER 27, 2023

Let’s explore the advantages of outsourcing your NPS process in order to help you make an informed decision for your business strategy. Outsourcing NPS programs will allow refocusing on important business activities without sacrificing quality or service in the back-office.

NPS 144

NPS Net Promoter Score Customer Feedback Social Media 144

eglobalis

OCTOBER 1, 2024

Take, for instance, a company that uses Net Promoter Score (NPS) as a shared KPI across all departments. When every department works toward common targets—such as customer satisfaction or operational efficiency—it becomes easier to focus on the broader company mission rather than department-specific objectives.

CX 478

CX Finance Customer Journey Map Innovation 478

Retently

MARCH 11, 2025

Data drives their decisions by monitoring NPS, CSAT, CES, and return trends, they identify pain points and push for actionable improvements. Step 1: Reviewing Key KPIs (CSAT, NPS, CES, and More) CX isnt just about gut feelings its about data-driven decisions. NPS (Net Promoter Score) : Would you recommend us?

CX 116

CX Customer Experience Net Promoter Score NPS 116

Execs In The Know

MARCH 31, 2025

AI would be the engine powering this transformation. The results speak for themselves: A 20+ point increase in Net Promoter Score (NPS) , reflecting improved customer satisfaction. Their mission was clear: improve the guest experience, grow ancillary revenue, and lower the cost per customer interaction.

AI 78

AI Customer Experience Net Promoter Score Legal 78

ECXO

MARCH 21, 2023

Metrics such as Customer Satisfaction Scores (CSAT), Adoption Rate (AR), Net Promoter Scores (NPS)–(which I do not recommend due to the transactional aspect of it,) and Customer Effort Scores (CES), and many others will help quantify and qualify the CX outcomes of your organisation, and provide insights for optimizing it.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

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. It’s time for product teams to go from being revenue-led or product-led to being customer-led.

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

Customer Bliss

DECEMBER 20, 2016

Her path to this role started as a software engineer. Process engineering, operational excellence/efficiencies. The Engineering Tie-In. I found this part interesting, largely because so many companies these days are being founded and then run by engineers. Net Promoter Score. Sales Enablement.

Net Promoter Score 0

Net Promoter Score Engineering NPS Education 0

Fonolo

APRIL 16, 2019

Today, we welcome Fonolo Solutions Engineer James Dantow into the writers’ fold. My Fonolo story begins like many other engineers: I’ve always had a knack for computers. By directly targeting and reducing the number of Detractors, you can increase your NPS. — The Fonolo Team. What the Numbers Confess. The connection?

Net Promoter Score 108

Net Promoter Score Contact Center NPS Engineering 108

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business?

NPS 78

NPS Sentiment Analysis Start-ups Net Promoter Score 78

Retently

MAY 31, 2024

Operating from this position means you’ll likely end up prioritizing the hire of additional technical staff (engineers, programmers, etc.) To ensure your engineering resources are solving problems that actually matter, your CSMs must be dedicated to scaling the feedback loop. to handle problems as they arise.

Net Promoter Score 143

Net Promoter Score Engineering Customer Retention Customer Feedback 143

SurveySensum

DECEMBER 30, 2024

CustomerGauge is well known for its advanced capability in customer loyalty measurement via NPS; however, it doesnt have the perfect solution for every business. While it shines in NPS insights, CustomerGauge falls short in a few key areas. Design NPS , CSAT, CES, and more, tailored to your business needs.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

SurveySensum

JULY 6, 2020

What is a detractor and why do you need to turn them into promoters? The Net Promoter Score (NPS) is a standard customer experience metric that enables businesses to gauge their customer loyalty. The benefit of using NPS is that it helps your brand to identify the promoters and detractors of your business.

Net Promoter Score 83

Net Promoter Score NPS Social Media Start-ups 83

SurveySensum

NOVEMBER 23, 2023

What is an NPS tool? How to choose the right NPS tool? With an index ranging from -100 to 100, NPS clearly gauges the loyalty or the enthusiasm of a customer to recommend your brand to their near and dear ones. What is an NPS tool? to help you make the most of your NPS survey. How to choose the right NPS tool?

NPS 52

NPS Net Promoter Score Sentiment Analysis Social Media 52

SurveySensum

JUNE 26, 2024

Well, it’s because of a customer satisfaction metric called Net Promoter Score. But the question here is that lots of businesses use NPS to boost their customer loyalty , but what is it that Amazon is doing differently that is making such a difference? Benefits of Amazon NPS Score 1. Let’s find out!

NPS 52

NPS Customer Loyalty Net Promoter Score Close the Loop 52

Intercom, Inc.

JULY 28, 2022

Attract and develop talent and invest in supporting resources like onboarding, sales enablement, and sales engineering. Is it ten sales reps, a couple of SDRs, and a solution engineer?” Is it ten sales reps, a couple of SDRs, and a solution engineer? What are some of the key things to know when thinking about scaling?

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

Gainsight

OCTOBER 4, 2023

And, while an iframe over ChatGPT is better than nothing, these basic solutions lack the data privacy and analytics power of a robust AI engine that crunches real customer data. And customers enjoy an improved digital experience with a smarter self-service engine. Enter Horizon AI. What’s Horizon AI?

Engineering 52

Engineering AI Net Promoter Score Artificial Intelligence 52

Fonolo

NOVEMBER 14, 2018

Two commonly used measures for customer satisfaction are the Customer Satisfaction Score (CSAT) and the Net Promoter Score (NPS). On the other hand, NPS measures the customer’s likelihood of recommending a product or service as a proxy for their own level of satisfaction. Vice President Product Marketing.

Customer Satisfaction 85

Customer Satisfaction Net Promoter Score Social Media Contact Center 85

PeopleMetrics

DECEMBER 2, 2016

The most interesting of which is the importance of the field engineer. When you consider that your field engineer may be the only face-to-face contact that your customers have with an employee of your company you can understand why their customer experience (CX) skills have such an impact on the overall CX. #1:

Net Promoter Score 75

Net Promoter Score Customer Experience Engineering NPS 75

Steven Van Belleghem

MAY 3, 2021

At CoolblueBezorgt, for example, the delivery service of Coolblue, every presentation of CEO Pieter Zwart starts with the Net Promoter Score or NPS (the percentage of how likely customers are to recommend a company, a product, or a service to a friend or colleague). Less returns would follow from that approach.

Customer Experience 104

Customer Experience Net Promoter Score Innovation NPS 104

SurveySensum

APRIL 16, 2025

Whether gauging NPS , CSAT, or product experience, CRM polls transform customer feedback into useful information guiding retention and development. Your company is a machine; your CRM system is the engine; however, without accurate, real-time customer insights, it will not function at maximum performance. Use rating scales (e.g.,

CRM 52

CRM Customer Feedback NPS Touchpoint 52

SurveySensum

JULY 16, 2024

Did you know that Google has more than 3 billion active users, accounting for about 91.54% of the global search engine market? Not just that, about 92.07% of internet users use Google as their primary search engine. And here are the top drivers of Google NPS. Now, how do you think Google achieved this kind of customer loyalty ?

NPS 52

NPS Customer Loyalty Close the Loop Engineering 52

C3Centricity

SEPTEMBER 12, 2016

We all know how Amazon remain the first and best at this with their recommendation engine. Every business could benefit from following what their customers think of them and I don’t mean by simply tracking your NPS ! Another way of welcoming your customers’ business is by providing additional value.

Net Promoter Score 133

Net Promoter Score Social Media Customer Satisfaction Transportation 133

Retently

NOVEMBER 21, 2018

Examples of the program’s engagement included having influencers write articles on Cisco’s blog, participate in #CiscoChat on Twitter, take part in the company’s weekly podcasts where they get to interview Cisco’s experts, and show up in the brand’s Engineers Unplugged video series. 9-10 – Promoters. 7-8 – Passives.

Social Media 112

Social Media Net Promoter Score NPS Start-ups 112

Totango

AUGUST 11, 2022

Examples include: Search engine queries and ads. You can set up your customer success platform to trigger feedback surveys like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), or Customer Effort Score (CES) surveys. Social media posts. Demonstration videos. Website visits.

Net Promoter Score 113

Net Promoter Score Social Media Customer Journey Map Customer Relationship 113

Hodusoft

MARCH 26, 2025

Net promoter score (NPS): Measures how likely customers are to recommend the company or brand to others. At HoduSoft, we have engineered our HoduCC contact center software to enable e-commerce companies of different sizes streamline their customer service operations.

E-commerce 52

E-commerce Contact Center Omnichannel Net Promoter Score 52

Lumoa

FEBRUARY 28, 2023

The most common method companies use to collect feedback at scale are surveys, including: Customer Satisfaction surveys ( CSAT ) Net Promoter Score surveys ( NPS ) Customer Effort Score surveys ( CES ) Deploying surveys is a foundational part of gathering customer feedback. It helps you prioritize.

Customer Feedback 78

Customer Feedback Close the Loop Net Promoter Score Actionable Insights 78

Retently

OCTOBER 23, 2024

Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction. NPS surveys measure customer loyalty and advocacy by asking the question: “How likely are you to recommend our product/company to a friend?”.

Retail 110

Retail CX NPS Touchpoint 110

Gainsight

JUNE 21, 2022

Improving user NPS with success plans. Improving user NPS with success plans. Improving Net Promoter Score (NPS) is not an easy feat. NPS is a core measurement or method that most companies use to measure overall customer satisfaction. Customer success is a growth engine for companies of every size.

Net Promoter Score 52

Net Promoter Score NPS Customer Satisfaction Engineering 52

Zendesk

AUGUST 4, 2021

Net Promoter Score (NPS) is a common way to measure customer loyalty; it entails sending customers a one-question survey and asking how likely they are to recommend your product or service to other people. Customer loyalty information. This data reveals how happy people are with your business.

Net Promoter Score 98

Net Promoter Score Touchpoint Customer Loyalty Technology 98

Gainsight

OCTOBER 2, 2023

CS is now a revenue engine for the organization. Customer Success Has Matured into a Growth Engine A whopping 98% of companies in our survey are maintaining or increasing their investment in CS and that doesn’t just include hiring Customer Success Managers (CSMs). But while NPS is popular, the use cases vary quite a bit.

Net Promoter Score 52

Net Promoter Score NPS Engineering Start-ups 52

Gainsight

OCTOBER 2, 2023

CS is now a revenue engine for the organization. Customer Success Has Matured into a Growth Engine A whopping 98% of companies in our survey are maintaining or increasing their investment in CS and that doesn’t just include hiring Customer Success Managers (CSMs). But while NPS is popular, the use cases vary quite a bit.

Net Promoter Score 52

Net Promoter Score NPS Engineering Start-ups 52

PeopleMetrics

DECEMBER 2, 2016

The most interesting of which is the importance of the field engineer. When you consider that your field engineer may be the only face-to-face contact that your customers have with an employee of your company you can understand why their customer experience (CX) skills have such an impact on the overall CX. #1:

Net Promoter Score 54

Net Promoter Score Customer Experience Engineering NPS 54

Beyond Philosophy

OCTOBER 27, 2022

I’m not saying all, but most don’t know how their Net Promoter Score® (NPS) stacks up against their nearest three competitors. However, comparing the competition’s NPS is essential because your customers might be doing that. So, those improvements have yet to affect their NPS.

NPS 15

NPS Net Promoter Score Customer Satisfaction Start-ups 15

SurveySensum

JANUARY 20, 2025

Web search results are always biased towards web pages that are search engine optimized. Identifying Promoters and Detractors For a business that uses NPS surveys to measure customer loyalty , identifying promoters and detractors is a critical activity. And it has an inherent flaw.

Sentiment Analysis 52

Sentiment Analysis Social Media Machine Learning CX 52

Lumoa

APRIL 22, 2020

Engineers ship software to customers, for example, but they might hardly ever come into contact with the end-user. For example, you might send out an NPS® survey to your customers. The results are rolling in, and you receive some negative feedback – say, a Detractor score of between 0–6.

B2B 78

B2B Customer Survey Net Promoter Score Social Media 78