Customer Bliss

APRIL 11, 2017

Brian Andrews is a pioneer in the implementation of NPS – the Net Promoter System™. He’s currently the Senior CX Principal at Medallia, after being VP, Customer Experience and NPS at Sprint. They discussed the idea of NPS, and Scott wanted Fred to meet with the CEO immediately. Episode Overview.

NPS 65

NPS Net Promoter Score Gaming Manufacturing 65

Zendesk

MAY 17, 2022

Net Promoter Score® (NPS). CSAT, CES, and NPS are the most commonly used customer satisfaction metrics because they’re straightforward and simple to implement. NPS measures a customer’s overall perception of your brand (not their impression of a particular interaction or purchase). NPS data is collected through a survey, too.

Customer Satisfaction 98

Customer Satisfaction NPS Net Promoter Score Retail 98

SurveySensum

APRIL 28, 2025

A VoC program helps businesses analyze customer feedback across different touchpoints – website, support, in-store visits, mobile app, and more – to identify pain points and fix them before they drive customers away. There are countless other computing device manufacturers. It all comes down to the customer experience.

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

SurveySensum

SEPTEMBER 7, 2023

So what should have been the right question to ask at this touchpoint? But more often than not, businesses make this common mistake while sending an NPS survey. The success of the NPS survey majorly depends on timing. The success of the NPS survey majorly depends on timing. When to Send a Relationship NPS Survey?

NPS 52

NPS Net Promoter Score Close the Loop B2B 52

SurveySensum

AUGUST 2, 2023

Before moving ahead, let me tell you that this blog is going to cover 6 B2B industries: B2B SaaS B2B Manufacturing B2B Marketing & Advertising B2B Service B2B Fintech B2B Logistics Let’s talk about the first B2B industry. B2B SaaS Touchpoints When to Conduct the Survey? Which Survey to Launch? Why Launch Survey?

B2B 52

B2B Customer Experience Manufacturing 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

InteractionMetrics

DECEMBER 1, 2023

Most Net Promoter Score companies will offer to send your NPS survey, but that’s the easy part. Furthermore, it’s about employing NPS strategically as part of a total customer program. While the customer experience is often defined as the touchpoints between a customer and a company, that is only partially true.

Net Promoter Score 52

Net Promoter Score NPS Touchpoint Manufacturing 52

SurveySensum

JANUARY 8, 2024

SaaS SaaS Touchpoints When to Conduct the Survey? B2B SaaS B2B SaaS Touchpoints When to Conduct the Survey? B2B Manufacturing B2B Manufacturing Touchpoints When to Conduct the Survey? B2B Marketing & Advertising B2B Marketing & Advertising Touchpoints When to Conduct the Survey?

Touchpoint 52

Touchpoint B2B NPS Manufacturing 52

Lumoa

JANUARY 19, 2023

This is true both in terms of Customer Experience – e.g., are there strategic goals around CSat or NPS ? -, and in terms of broader business objective – e.g., increasing market share, reducing churn, cutting costs, etc. How is NPS increase related to revenue increase or reduced churn? What does the company want to achieve?

Net Promoter Score 88

Net Promoter Score Customer Experience NPS Start-ups 88

1 to 1

APRIL 10, 2025

Identify which customer touchpoints are most critical to revenue generation, retention, and operational efficiency. Example: A SaaS company may find that improving the onboarding journey reduces churn , while a manufacturing firm might prioritize faster issue resolution in after-sales support.

B2B 26

B2B CX CX Transformation Net Promoter Score 26

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 372

AI CX Sentiment Analysis Net Promoter Score 372

SurveySensum

FEBRUARY 24, 2023

Whether you’re a dealership, a car manufacturer, or a service center, the insights and tips shared in this blog can help you enhance the customer experience and drive long-term success. touchpoints during the purchase process, with 5.5 And now comes – How to identify the key touchpoints? So, let’s get started!

Customer Satisfaction 52

Customer Satisfaction Touchpoint Customer Feedback CRM 52

InteractionMetrics

DECEMBER 8, 2020

For example, for an industrial parts company, Manufacturing Reps are their primary customer. Similarly, with the Customer Experience, you need a range of tools to measure different touchpoints, personas, and situations. When teams only have one tool, it’s usually an NPS Survey.

Customer Experience 52

Customer Experience Net Promoter Score Engineering Manufacturing 52

SurveySensum

OCTOBER 4, 2023

This tool helps automotive businesses, such as car manufacturers, dealerships, and service centers, gather valuable customer insights to improve products and services, enhance automotive customer experience, and drive business growth. Best Features Create any type of survey including CSI, SSI, NPS, etc.

Customer Feedback 52

Customer Feedback Sentiment Analysis Text Analytics CRM 52

SurveySensum

JUNE 19, 2023

Both companies manufacture cookies of different flavors. And don’t forget to keep an eye on key performance indicators (KPIs) related to customer satisfaction, like Net Promoter Score (NPS) , customer retention rates, and customer churn. Let’s say there are two companies, company A and company B.

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score Social Media Sentiment Analysis 52

MattsenKumar

JUNE 18, 2021

Improves Reporting & Analytics: One centralized system showcasing all challenges faced by customers makes it easier to identify channels or touchpoints leading to maximum issues. Offering Support at Every Touchpoint. Allow sellers/manufacturers to contribute. Trending Omnichannel Customer Service Strategies.

Omnichannel 52

Omnichannel E-commerce Customer Service Social Media 52

Fonolo

MAY 13, 2019

At every touchpoint in the consumer’s journey with Miele, we have a direct influence and the ability to modify our efforts to benefit the consumer. That base, for Miele Canada, is made up of around 150 agents meeting consumers at every single touchpoint. Not many companies have the agility to pivot as we do. About Miele.

Customer Service 96

Customer Service Contact Center Manufacturing Touchpoint 96

InteractionMetrics

APRIL 16, 2024

They send surveys, analyze touchpoints, and build out customer personas. define customer experience as the sum of customers’ interactions with a company’s touchpoints. For instance, if you are in manufacturing, your distributors may cite a very different list of competitors than your OEMs do. brands declined.

Customer Experience 52

Customer Experience Mystery Shopping Net Promoter Score AI 52

Qualtrics

APRIL 14, 2021

Our ability to focus on and resolve the right issues quickly has helped us increase our NPS and improve ease of doing business with us – and as a result, drive more business value.” Business leaders began to visualize data from touchpoints across the customer journey for its largest customers. 6 world-class B2B CX case study examples.

B2B 26

B2B Close the Loop CX B2C 26