eglobalis

NOVEMBER 3, 2024

While standard measures like Net Promoter Score (NPS) or Customer Satisfaction (CSAT) offer broad insights, they may miss the nuances of individual client needs and the depth of engagement necessary in B2B contexts.

CX 523

CX B2B Innovation Sentiment Analysis 523

eglobalis

MARCH 30, 2025

For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data. Telecom giants feed transcripts of customer chats and social media mentions into AI models to watch customer mood in real time.

AI 357

AI CX Sentiment Analysis Predictive Analytics 357

Intercom, Inc.

MAY 13, 2022

Fortunately, there’s a way to quantify a company’s reputation through a net promoter score (NPS). . NPS is a metric used to measure customer experience – how likely your customers are to promote your brand in a positive way to friends and family whether that’s through social media, word of mouth, or other channels. .

Net Promoter Score 118

Net Promoter Score NPS Social Media Sales 118

eglobalis

JUNE 27, 2024

This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Platforms like Zendesk, Freshdesk, and Intercom help manage customer support and engagement through email, chat, social media, and phone.

Customer Experience 490

Customer Experience VOC Net Promoter Score Government 490

ECXO

JANUARY 21, 2025

Meanwhile, negative reviews flooded social media and online marketplaces. Net Promoter Score, Customer Effort Score) and set clear goals to improve them. Action: Create multiple channels for feedback (surveys, social media, support tickets) and set up a system to analyze and act on it.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

Retently

MARCH 18, 2019

Well, by far the most effective way to measure customer satisfaction and loyalty is via the Net Promoter Score. After all, brands with high customer retention are usually companies with high NPS score. It can also cause existing Promoters to act as your brand advocates, and potentially turn Passives into Promoters.

Net Promoter Score 129

Net Promoter Score NPS Customer Retention Innovation 129

eglobalis

SEPTEMBER 5, 2024

Social Media Sentiment Tracks sentiment expressed about your brand on social platforms. Net Promoter Score (NPS) Measures customer loyalty by asking how likely customers are to recommend the product. Emotional Value Index (EVI) Measures the emotional impact of customer interactions.

Net Promoter Score 459

Net Promoter Score NPS CX VOC 459

ECXO

JULY 29, 2024

This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Platforms like HelpCrunch, LiveAgent, and Olark help manage customer support and engagement through email, chat, social media, and phone.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

SurveySensum

OCTOBER 22, 2024

While browsing social media you become part of 5.17 of the world’s population who use social media on a daily basis. If you are in the same boat then let’s dive deep into how to leverage social media for feedback collection and what important social media survey questions to ask to gather relevant insights.

Social Media 52

Social Media Customer Loyalty Net Promoter Score Omnichannel 52

Retently

AUGUST 20, 2024

As a Customer Success Manager, Net Promoter Score ® is the most important metric you have access to for retaining customers. Net Promoter Score is the single metric you can rely on to learn how customers really feel about your product. Pay close attention to the second term: long-term growth.

Net Promoter Score 78

Net Promoter Score NPS Social Media Customer Acquisition 78

SurveySensum

MARCH 3, 2025

Social Media Text Analytics. But, what is it, and how does it work for social media monitoring? What is Social Media Text Analytics? Lets now understand how social media text analytics helps monitor social media. How Text Analytics Help Brand in Social Media Monitoring?

Text Analytics 52

Text Analytics Social Media Sentiment Analysis AI 52

Lumoa

SEPTEMBER 16, 2022

Net Promoter Score in a nutshell. NPS, or Net Promoter Score, is a market metric that is used in many industries because it is an easy way to quantify how loyal customers are. In a nutshell, the Net Promoter Score asks “how likely would you be to recommend” a product or service to others.

Net Promoter Score 78

Net Promoter Score NPS Social Media Retail 78

ECXO

MARCH 6, 2025

These tools can gather customer feedback from multiple channels (email surveys, web feedback forms, support calls, social media, etc.), B2B companies should move beyond relying solely on Net Promoter Score (NPS) and adopt a balanced set of metrics that capture different dimensions of customer experience and link to business outcomes.

CX Transformation 339

CX Transformation B2B CX Government 339

Lumoa

FEBRUARY 9, 2023

Employee Net Promoter Score (eNPS) Employee Net Promoter Score (eNPS) is a customer experience strategy used to measure employee satisfaction and loyalty. Net Promoter Score Net Promoter Score , or often, NPS, is a numerical part of the Net Promoter System, customer metric.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

CX Accelerator

NOVEMBER 7, 2023

Are easy to reach on certain customer service channels (like social media) but not so easy on others. Ben Motteram , reminding us that we must act on our voice of customer data adds: 7) monitor their NPS (Net Promoter Score) on dashboards but do nothing to try to improve it. 5) put profits before purpose.

Net Promoter Score 316

Net Promoter Score Legal Construction Social Media 316

Win the Customer

NOVEMBER 20, 2024

Measure Empathy: Use metrics like customer satisfaction surveys and Net Promoter Score to assess the impact of empathy on your business. Additionally, social media listening tools can help businesses identify and address customer concerns before they escalate.

Net Promoter Score 59

Net Promoter Score Artificial Intelligence Social Media Business Growth 59

Beyond Philosophy

JULY 23, 2015

I think that social media to excess might be the next generation’s big regret. I wonder, is that because engagement on Social media kicks up on hump day? Social media is here to stay. Customer Engagement: Is Social Media Working for Businesses? The least productive day is Wednesday.

Social Media 155

Social Media Net Promoter Score Customer Experience 155

ECXO

MARCH 15, 2024

This could be through surveys, social media, or direct communication. Also, consider tracking key performance indicators (KPIs) related to customer experience, such as customer lifetime value or net promoter score. Fighting Each One of the Sins Poor Customer Retention: Implement a customer feedback loop.

Customer Experience 290

Customer Experience VOC Net Promoter Score Innovation 290

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Net Promoter Score 167

Net Promoter Score CEM Gambling Social Media 167

Beyond Philosophy

NOVEMBER 6, 2014

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences (..)

Net Promoter Score 163

Net Promoter Score CEM Social Media Retail 163

Retently

MARCH 11, 2025

Another valuable sources of insight in this process comes from open-ended responses in customer satisfaction surveys like NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and CES (Customer Effort Score). NPS (Net Promoter Score) : Would you recommend us?

CX 120

CX Customer Experience Net Promoter Score NPS 120

ECXO

AUGUST 21, 2024

This includes: 1. Listen Actively: Engage with customers on various platforms, from social media to customer service calls. Social Media and the Golden Experiences Given today’s hyper-connected world, social media has become a cornerstone of how individuals communicate, share, and consume information.

CX 156

CX Social Media Predictive Analytics Touchpoint 156

Fonolo

JULY 15, 2021

These include metrics like customer satisfaction (CSat) score, average handle time (AHT), net promoter score (NPS) , occupancy rate, average speed of answer (ASA), first call resolution (FCR), and more. Social media chat messages. Website messages.

Net Promoter Score 159

Net Promoter Score Contact Center Social Media Education 159

Beyond Philosophy

NOVEMBER 4, 2014

Blogs Customer Experience Retail Customer Experience CEM CEO Conferences consultants consumer behaviour Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Emotional Experience Management (..)

Retail 148

Retail Net Promoter Score Customer Experience Real Estate 148

Fonolo

SEPTEMBER 13, 2022

You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback. Or worse—they take to social media to unleash their dissatisfaction. Thousands, right? Now, think about how many ripe opportunities you have to ask for customer feedback.

Net Promoter Score 150

Net Promoter Score Contact Center Hospitality Hospitality 150

Lumoa

MARCH 20, 2018

net promoter score Net Promoter Score, or often, NPS, is a numerical part of the Net Promoter System, customer metric. The Net Promoter Score is often called " The Only Number You Need to Grow ". The score should be above 0. A company usually follows a set of KPIs.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Retently

MAY 25, 2022

While many people think of Net Promoter Score® surveys as revolving around a simple 0 to 10 rating scale, the reality is that there are two sides to NPS® — the quantitative (the rating) and the qualitative side (the feedback). Your Customers Aren’t Used to Personalized Communication.

NPS 137

NPS Net Promoter Score Start-ups Close the Loop 137

Retently

AUGUST 3, 2023

It’s based on the concept of social proof , which is a psychological phenomenon where people assume the action of others in an attempt to reflect the correct behavior. For example, if you want to deliver a great customer experience, you need to reach them through multiple channels – be it live chat, phone call, email or social media.

Net Promoter Score 147

Net Promoter Score Customer Experience Social Media NPS 147

Retently

MARCH 14, 2023

Product reviews and Net Promoter Score (NPS) surveys are commonly used to measure customer experience and collect zero-party data. Online retailers, social media platforms, and review websites have made it easy for customers to find and read reviews from various sources.

NPS 140

NPS Net Promoter Score Customer Satisfaction Customer Feedback 140

InteractionMetrics

FEBRUARY 20, 2025

Your Net Promoter Score (NPS) isntjust another numberits a direct reflection of customer trust and customer loyalty. With decades of expertise in Net Promoter surveys , we know what works. Here are 21 actionable strategies to improve your net promoter score and elevate your NPS the right way.

NPS 52

NPS Net Promoter Score Customer Satisfaction Social Media 52

Uniphore

NOVEMBER 16, 2021

More people now use technology to manage their finances than use video streaming services (78%) or social media (72%). Poor promises management directly affects your call handling times, wait times, customer satisfaction, and loyalty as measured by your Net Promoter Score (NPS).

Net Promoter Score 130

Net Promoter Score Contact Center Artificial Intelligence NPS 130

Fonolo

DECEMBER 6, 2022

If social media is in the mix, it’s time to add that to your strategy. . #3 NPS: Net promoter score is powerful stuff. Net promoter score measures how likely potential customers would be to recommend your call center’s services or company’s products to their loved ones.

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sports 142

SurveySensum

APRIL 28, 2025

However, a VoC program enables you to gather real-time feedback across multiple channels – surveys, reviews, social media, and direct interactions – to identify pain points and take proactive action. Key metrics to track: Net Promoter Score : Measures customer loyalty. The impact?

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

Aquire

JULY 5, 2021

Net promoter score (NPS) Customer retention rate (CRR) Net retention rate (NRR) Gross retention rate (GRR) Conversion rate Average resolution time (TTR) First-call resolution (FCR) Customer satisfaction (CSAT) Social media monitoring Customer engagement metrics Active users Conversation abandonment rate.

Net Promoter Score 80

Net Promoter Score Customer Service Social Media NPS 80

Retently

NOVEMBER 17, 2023

From tracking the real, long-term results of a campaign to judging the potential for customers to refer your company to their friends and colleagues, Net Promoter Score is a versatile metric that belongs in any marketing manager or consultant’s arsenal.

Net Promoter Score 78

Net Promoter Score NPS Customer Satisfaction Customer Acquisition 78

Fonolo

MARCH 11, 2021

Net Promoter Scores (NPS). Create channels for them to share their experiences and feedback — this can be done through a survey, questionnaire, email, or even social media channels. FACT: Medical call centers are required to comply with HIPAA security protocols to keep patient data secure.

Net Promoter Score 131

Net Promoter Score Healthcare NPS Social Media 131

CX Accelerator

OCTOBER 25, 2018

The question on the table…does the 15-year-old metric of NPS (Net Promoter Score) still have a place on CX dashboards? NPS still has value. One of my all-time favorite sessions as a presenter was “The Case Against NPS” alongside Matt Beckwith. NPS Cons: A rising number of consumers are confused by the question.

CX 140

CX Net Promoter Score NPS Contact Center 140