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

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. Experience engineering. Strategy and leadership.

CX 218

CX Voice of the Customer Close the Loop Sentiment Analysis 218

Lumoa

JANUARY 7, 2021

In reality, there are several customer touchpoints along the customer journey where you can (and should!) Different surveys help you measure the experience appropriately at all customer journey touchpoints, and there is no one-size-fits-all. Each of these customer touchpoints are important for the company to get right.

Touchpoint 78

Touchpoint Customer Journey Map Social Media Text Analytics 78

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. What is CustomerGauge?

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Intercom, Inc.

MAY 18, 2022

First-party data is information you collect directly from your customers, site visitors, and app users based on their actual interactions with your business across numerous touchpoints – both historical and in real time. what customers are interested in, what problems they are facing, what their needs and preferences are).

E-commerce 217

E-commerce Touchpoint Sales Start-ups 217

SurveySensum

APRIL 16, 2025

These surveys are sent at key touchpoints in your customers journey like, after support conversations, post-purchase, or throughout product use – they record real-time data that drives better decisions. Customer Satisfaction Surveys (CSAT & NPS) Would you like to find out whether clients simply endure you or love you?

CRM 52

CRM Customer Feedback NPS Touchpoint 52

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

Experience Investigators

NOVEMBER 30, 2021

Is there a specific journey or group of touchpoints you want to address? Now that your goals have been defined and communicated, you can dive into specific touchpoints along the way. Points of interaction in this example might include: Finding an informational landing page via search engine. Reading about the process.

Customer Journey Map 133

Customer Journey Map Customer Experience Touchpoint CX 133

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

Retently

OCTOBER 16, 2024

As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9 This smart, efficient tool transforms your everyday communication into a strategic data collection engine that fuels CX improvements and business growth. That’s exactly what email signature surveys can do!

Customer Satisfaction 135

Customer Satisfaction Touchpoint Net Promoter Score Start-ups 135

Intercom

NOVEMBER 30, 2021

Podium’s Interaction Management platform uses messaging to make it convenient to interact with your leads, customers, and team at every customer touchpoint. NPS, CSAT, and CES surveys: InMoment. Ditch the copying and pasting between tools and pinging your engineering team to help out. Top human support tools to integrate with.

E-commerce 124

E-commerce Social Media Engineering Start-ups 124

SurveySensum

JULY 6, 2020

Hence, the more consciously you mediate every touchpoint of the experience received from the customers, the better customer service you can provide to your clients. The Net Promoter Score (NPS) is a standard customer experience metric that enables businesses to gauge their customer loyalty. How to Turn detractors into promoters?

Net Promoter Score 83

Net Promoter Score NPS Social Media Start-ups 83

Lumoa

FEBRUARY 28, 2023

Many businesses fall into the trap of only thinking about specific customer touchpoints—like contacting your support team—but isolating any touchpoint from the overall customer journey is dangerous: You can improve your support touchpoints, but what if your onboarding experience is awful? It helps you prioritize.

Customer Feedback 78

Customer Feedback Close the Loop Net Promoter Score Actionable Insights 78

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. Many support teams will relay customer questions to product and engineering teams so they can make adjustments based on the feedback. “[At

Net Promoter Score 98

Net Promoter Score Touchpoint Customer Loyalty Technology 98

Aquire

JULY 20, 2021

A good way to start is to map your customer journey and find all important touchpoints, bottlenecks and challenges your customers may meet. Common touchpoints surrounding a customer journey map that a visitor takes to start the buyer journey process. Does it have enticing titles or tags? How easy is it to find products or services?

Retail 98

Retail Start-ups Omnichannel Customer Journey Map 98

Aquire

SEPTEMBER 18, 2021

You need to consider interaction quantity and quality, as well as the availability of touchpoints (think an omnichannel approach that includes email, text, chatbots, ads, content, and more). Reverse-engineer the experience you want to deliver. You can also focus on customer service KPIs, like NPS, CSAT, or CES (Customer Effort Score).

Customer Experience 98

Customer Experience Social Media Omnichannel AI 98

Gainsight

MAY 23, 2019

Enablement Engine. Enablement Engine uses Gainsight PX to engage your own internal users through in-product guidance delivered directly within Gainsight CS (and soon other systems as well) to get new users up-to-speed or help managers quickly roll-out new processes to their teams. Coming Soon.

Text Analytics 75

Text Analytics Engineering Machine Learning Voice of the Customer 75

SurveySensum

JULY 2, 2024

Allows you to collect feedback at every meaningful touchpoint and instantly interpret them It has the ability to add block-based questionnaire designs with a click Yes Yes Contact to know the pricing details 4.4 It allows you to create NPS , CSAT, and CES surveys for various touchpoints in the customer journey.

Customer Feedback 52

Customer Feedback Sentiment Analysis NPS Text Analytics 52

SurveySensum

FEBRUARY 24, 2022

A well-designed customer feedback tool will have important features like NPS surveys, CSAT surveys, text and sentiment analysis, omnichannel feedback, great support, and so on. . It is an end-to-end feedback management tool that helps you launch all kinds of surveys such as NPS, CES, CSAT, onboarding, and feature adoption.

Customer Feedback 52

Customer Feedback Sentiment Analysis Close the Loop NPS 52

InteractionMetrics

JUNE 19, 2023

When done well, both disciplines use touchpoint maps, observational studies, and scientific methods to identify friction points and opportunities. Companies with an appointed CX director aim to improve customer relationships at all touchpoints, not just the products and websites. ” writes Rafał Warniełło.

Customer Loyalty 52

Customer Loyalty CX Net Promoter Score E-commerce 52

Lumoa

JUNE 19, 2018

Encourage leaving customer feedback both generally about your brand and also about a single important customer touchpoint. followed by the NPS why-question will help you a lot in getting specific and useful feedback. Similarly, we learn from the users who give us a high NPS and try to improve our Customer Success functions.

Customer Feedback 60

Customer Feedback NPS Touchpoint Engineering 60

Gainsight

JANUARY 20, 2021

Whether the situation calls for NPS, CES, CSAT, a multiple-choice question, or a custom question, you can build the right survey for the task in Gainsight’s Survey feature. For more on best practices on when to ask the right questions, check out the following: Survey and NPS Best Practices. The Essential Guide to Customer Experience.

Close the Loop 59

Close the Loop NPS CX Construction 59

eglobalis

DECEMBER 17, 2024

Rethinking Customer Loyalty Metrics: Beyond NPS The Net Promoter Score (NPS) , once heralded as the ultimate measure of customer loyalty, is now under scrutiny. Critics argue that NPS oversimplifies complex emotions and fails to provide actionable insights that drive meaningful change.

AI 364

AI CX Sentiment Analysis Net Promoter Score 364

SurveySensum

FEBRUARY 11, 2022

The team guides you on everything that you need to know such as which touchpoint to gather feedback from, which metrics work better, and above all how to close the feedback loop to maximize growth. . Moreover, their teams will help you with when to launch which survey at which touchpoint. Only works for NPS, CES, CSAT surveys.

Close the Loop 52

Close the Loop Touchpoint NPS Customer Feedback 52

SurveySensum

FEBRUARY 24, 2025

Search Engine Optimization: Identifies trending keywords and topics to improve search rankings. Correlate Sentiment with CX Metrics – Align sentiment analysis with NPS, CSAT, and CES scores to uncover issues affecting customer experience. Sentiment Analysis Applications: 1.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Machine Learning 52

Retently

JULY 25, 2018

Industry leaders like Apple have reinvented customer service so that each touchpoint of the customer journey is carefully managed and its clients feel truly valued. Give it your best to make sure they aren’t tempted to check out other search engine results. Your business strategy should always be a “customer-first” one.

CEM 75

CEM Customer Experience Social Media CXM 75

Retently

NOVEMBER 27, 2024

Key Insight: Refining Operations for Long-Term Loyalty Here’s the secret sauce: refining your backend operations and customer touchpoints is just as important as your marketing efforts. Gather Feedback: Use tools like CSAT and NPS surveys to collect insights on what’s working and where you can improve.

Sales 149

Sales Social Media Predictive Analytics Start-ups 149

SurveySensum

JULY 13, 2023

You must not launch an NPS survey here – that’s why it is imperative to know which survey to send at which touchpoint!] → “On a scale of 1-5, where 1 is ‘Very Difficult’, and 5 is ‘Very Easy’, how would you rate the ease of the payment process during your recent shopping experience with us?

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SurveySensum

JULY 13, 2023

You must not launch an NPS survey here – that’s why it is imperative to know which survey to send at which touchpoint!] → “On a scale of 1-5, where 1 is ‘Very Difficult’, and 5 is ‘Very Easy’, how would you rate the ease of the payment process during your recent shopping experience with us?

Retail 52

Retail Customer Experience Touchpoint Social Media 52

InteractionMetrics

DECEMBER 8, 2020

An example of bias we often see is when companies ask vague questions that assume their customers are at least somewhat satisfied, e.g., “How satisfied were you with our engineer?”. Instead, it’s better (more scientific) to ask: “How would you rate our engineer’s expertise?” When teams only have one tool, it’s usually an NPS Survey.

Customer Experience 52

Customer Experience Net Promoter Score Engineering Manufacturing 52

Totango

DECEMBER 3, 2020

NPS (Cited by 45% of Respondents): Net Promoter Scores help illustrate a customer’s experience by asking them to rank how likely they are to recommend your product on a scale of 1 – 10. Good CS teams capitalize on the opportunities made by healthy accounts, while addressing the issues present in struggling ones.

Net Promoter Score 65

Net Promoter Score Start-ups NPS Touchpoint 65

SugarCRM

DECEMBER 2, 2021

Create a Customer Communication Engine. There are many touchpoints in a customer relationship where marketing communications can play a vital role. Market in Response to the Full Customer Journey, not Just the Lead Acquisition Stage .

Sales 55

Sales Net Promoter Score Close the Loop CRM 55

InteractionMetrics

JULY 29, 2024

If they were truly scientific, we would expect higher NPS and ACSI scores, and we would be having routinely good customer experiences. NPS is too prolific, being used at every touchpoint instead of as a summary measure as Bain intended. NPS I would argue has bias. We actually have our own ChatGPT engine.

Double-Barreled Question 52

Double-Barreled Question CX Construction NPS 52

Ameyo Callversations

APRIL 21, 2022

Brands should focus on their CSATs and NPS scores and use Tech wherever necessary to improve these metrics. But, if the marketing teams can provide real-time information about a safety hazard with the vehicle, the engineering teams can arrange for a recall before any major accident hurts the consumer and the brand’s image.

Contact Center 52

Contact Center Technology Technology Unstructured Data 52

CommBox

MARCH 26, 2023

Microsoft has announced its “ AI co-pilot for the web ” incorporating ChatGPT’s capabilities into the Bing search engine. Gathering feedback When you make ChatGPT part of your chatbot team, you can use conversational AI to collect NPS and CSAT customer feedback without redirecting customers or using popups.

CX 52

CX AI Sentiment Analysis Omnichannel 52

Execs In The Know

FEBRUARY 28, 2025

Customer Satisfaction Impact : How has CSAT/NPS changed post-implementation? This advice is increasingly becoming standard practice among successful implementers. million in annual savings [6] What’s notable here is that they didn’t try to replace the entire claims process with GenAI.

CX 52

CX Net Promoter Score Pharmaceutical Retail 52

Execs In The Know

FEBRUARY 28, 2025

Customer Satisfaction Impact : How has CSAT/NPS changed post-implementation? This advice is increasingly becoming standard practice among successful implementers. million in annual savings [6] What’s notable here is that they didn’t try to replace the entire claims process with GenAI.

CX 52

CX Net Promoter Score Pharmaceutical Retail 52