ECXO

FEBRUARY 3, 2025

NPS, CSAT) to identify areas of improvement. By anticipating customer needs, delivering personalized experiences, and solving problems before they arise, you can transform your sales process into a powerful engine for customer loyalty and business growth. Monitor customer satisfaction metrics (e.g.,

Sales 266

Sales Customer Experience E-commerce Start-ups 266

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. Net Promoter Score (NPS) : Measures customer loyalty by asking how likely customers are to recommend your company to others.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

Retently

MARCH 29, 2023

Tesla is a definite leader in NPS® benchmarks, taking into account that anything above 40 is still considered a very good score in the auto industry. So how does the world’s NPS leader achieve such a high level of customer satisfaction? If the issue is related to its software, engineers can often update the car at a distance.

Net Promoter Score 195

Net Promoter Score NPS Manufacturing Customer Satisfaction 195

Retently

DECEMBER 21, 2022

Should you ask your key contact to complete your NPS survey, or should you send it to every user that engages with your product? However, we think there’s a case to be made for both options, plus the third option: sending your NPS survey to end user and your key contact. When should you send NPS surveys to key contacts and end users?

Net Promoter Score 146

Net Promoter Score B2B NPS Engineering 146

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? The solution?

CX 115

CX Customer Experience Net Promoter Score NPS 115

eglobalis

AUGUST 13, 2024

While American companies are celebrated for their creativity and German firms for their precision engineering, Samsung combines both with a unique speed and flexibility that keeps it at the forefront of the global market. Samsung’s resilience is evident in its ability to overcome challenges and setbacks.

CX 512

CX Innovation Manufacturing Technology 512

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

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

Intercom, Inc.

OCTOBER 22, 2020

Nate agrees, believing that a great customer experience requires taking a holistic, strategic approach that encompasses a wide range of factors – from strategy and leadership to the voice of the customer, experience engineering, and employee experience. Experience engineering. Strategy and leadership.

CX 218

CX Voice of the Customer Close the Loop Sentiment Analysis 218

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. The result?

CX 450

CX Finance Customer Journey Map Innovation 450

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

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.

JUNE 2, 2021

Projects that require a lot of engineering effort, especially if contributions from multiple teams are needed, will automatically rank higher in the investment category. . Signals here could include blocked sales deals, NPS and customer feedback, or churn. . Would you spend more time solving this problem than others?

Innovation 251

Innovation Start-ups Omnichannel NPS 251

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

Callminer

JULY 18, 2019

Let’s say the customer is interested in determining the factor that effect NPS score. Call topics may be able to determine why the customer called, but cannot tell why the NPS score is high or low for that call. What’s an “engineered category”? How is it different than the traditional list of keywords?

Machine Learning 140

Machine Learning ML Artificial Intelligence Actionable Insights 140

Retently

MARCH 18, 2019

After all, brands with high customer retention are usually companies with high NPS score. Market Leaders’ NPS Scores. Given that an NPS score averages between -100 and 100, it’s clear the NPS scores of these top companies match their brands’ level of popularity. The more referable your brand is, the better the NPS score.

Net Promoter Score 127

Net Promoter Score NPS Customer Retention Innovation 127

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. At Lifesize, she was initially VP of Customer Care.

Net Promoter Score 0

Net Promoter Score Engineering NPS Education 0

SurveySensum

JUNE 26, 2024

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? This helps them create a customized search engine that is unique to each customer’s preference. Benefits of Amazon NPS Score 1. Let’s find out!

NPS 52

NPS Customer Loyalty Net Promoter Score Close the Loop 52

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

Intercom, Inc.

MAY 22, 2019

I started in technology at Salesforce – I was their first female engineer and learned early on how valuable it can be to build a company from the perspective of your customer. Paige: I’ve heard about NPS and CSAT and used them quite a bit in the past, but I’d love to hear a little bit more about how you measure customer effort.

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

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

Steven Van Belleghem

JUNE 23, 2021

Gusto is a payroll and benefits service that has a nearly impossible NPS score of 75 (30 is good and 70 is world class) through a CX strategy of listening, hiring and engineering. JetBlue automatically credited the TrueBlue accounts of every person on the flight $100 when in-flight entertainment didn’t work.

CX 104

CX Customer Experience Entertainment Retail 104

Customer Think

FEBRUARY 9, 2024

While I lack a background in psychology or psychiatry studies, having come from an engineering and business graduate school, I find myself reflecting upon the unbridled and boundary-less actions of a CEO of a small NPS company in the picturesque Netherlands.

NPS 49

NPS Engineering 49

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

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 142

Net Promoter Score Engineering Customer Retention Customer Feedback 142

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

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.

Net Promoter Score 108

Net Promoter Score Contact Center NPS Engineering 108

Intercom, Inc.

MAY 3, 2018

I studied computer engineering in school, and I love math, but I realized I didn’t want to be a computer engineer when graduating. For example, we recently tried a squad model for our engineering team, splitting everyone up into smaller squads. We’re also doing NPS surveys. Rohini: Definitely.

Invoicing 195

Invoicing Engineering Start-ups Customer Feedback 195

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

Intercom, Inc.

OCTOBER 1, 2020

Eoghan would do visual design; Ciaran, David, and then later on, Darragh, would start to engineer it. And everyone, in most product-led start-ups, everyone is basically the product team, or the R&D team – designers, engineers, PMs, et cetera. So that’s one challenge, just the internal product engineering teams themselves.

Start-ups 165

Start-ups Engineering Finance Sales 165

Intercom, Inc.

OCTOBER 1, 2020

Eoghan would do visual design; Ciaran, David, and then later on, Darragh, would start to engineer it. And everyone, in most product-led start-ups, everyone is basically the product team, or the R&D team – designers, engineers, PMs, et cetera. So that’s one challenge, just the internal product engineering teams themselves.

Start-ups 165

Start-ups Engineering Finance Sales 165

Intercom, Inc.

JULY 11, 2019

But when things start going less well, and your CFO starts looking for places to cut, they typically will go to support first and not to sales, because sales is the growth engine. You’d probably hire another engineer first. We make sure to have lots of verbatims from our NPS. You get less pressure then.

Start-ups 188

Start-ups Sales Engineering Voice of the Customer 188

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. Twitter: @tpgoebel.

Customer Satisfaction 85

Customer Satisfaction Net Promoter Score Social Media Contact Center 85

Waypoint Group

JULY 18, 2018

Most of us are familiar with Net Promotor Score (NPS), and the resulting data that gives you Promoters (score 9-10), passives (score 7-8) and detractors (score 0-6). NPS usually has a comment field that asks why you gave the score you did. Sample NPS Tagging Taxonomy. On-boarding. Data issues. Prod – Features.

NPS 40

NPS VOC Voice of the Customer Start-ups 40

Intercom, Inc.

MAY 18, 2022

In the past, we have discussed how customer experience has become the key vehicle for attracting and retaining customers – and first-party data is the fuel for that experience engine. Collect first-party data and use it to power follow-up actions and workflows at scale.

E-commerce 217

E-commerce Touchpoint Sales Start-ups 217

Intercom

NOVEMBER 30, 2021

NPS, CSAT, and CES surveys: InMoment. You can connect InMoment with Intercom to empower your team to send NPS, CSAT, and CES surveys directly in the Messenger at relevant moments in your customers’ journey. Ditch the copying and pasting between tools and pinging your engineering team to help out. CRM: Salesforce.

E-commerce 124

E-commerce Social Media Engineering Start-ups 124

Beyond Philosophy

JULY 5, 2016

Create experiences that are proactively human-engineered. Within customer-related processes, experiences need to be designed, engineered, or re-engineered, so that authentic humanity is built in. It is employees who are the real, flexible experience engineers.

Customer Experience 84

Customer Experience Engineering Customer Loyalty B2C 84