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. Still, Amazon did state they signed up more new paid members in 2017 than any other year.

Net Promoter Score 129

Net Promoter Score NPS Customer Retention Innovation 129

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. There are several ways to put your Promoters to work.

Net Promoter Score 78

Net Promoter Score NPS Social Media Customer Acquisition 78

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

CX Accelerator

NOVEMBER 7, 2023

By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. After pushing a bit more for a supervisor, I was left with no choice but to hang up and try again. Again, huh? 28) can’t be empathetic.

Net Promoter Score 316

Net Promoter Score Legal Construction Social Media 316

Lumoa

FEBRUARY 9, 2023

Actions include short- and long-term follow-ups. As short-term actions, you should be able to follow up with each individual responder, especially taking care of critical comments. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers. Why is NPS ® going up or down?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Retently

MARCH 11, 2025

Morning Routine: Customer Feedback First Most days start with one thing: checking customer feedback. 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).

CX 120

CX Customer Experience Net Promoter Score NPS 120

ProProfs

SEPTEMBER 25, 2017

Thanks to social media, complaints and recommendations can go viral within a matter of few minutes. Well, if you are a business owner and not sure what your customers think of your product or service, it’s time you start surveying them. What is Net Promoter Score. How to Calculate the Net Promoter Score.

Net Promoter Score 51

Net Promoter Score NPS Social Media Customer Satisfaction 51

Beyond Philosophy

NOVEMBER 6, 2014

Coming up with specific ways that create this experience in all the departments of your organization is how you deliver the experience you designed. This step is often the most challenging, because the hard work of change starts here. Knowing what you want to do is only part of the strategy.

Net Promoter Score 163

Net Promoter Score CEM Social Media Retail 163

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). While the NPS question itself is standard, the follow-up questions are open to adjustments.

NPS 137

NPS Net Promoter Score Start-ups Close the Loop 137

Lumoa

MARCH 20, 2018

So let’s start! Actions include are short- and long-term follow-up. As short-term actions, you should be able to follow-up each individual responder, especially taking care of critical comments. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Retently

AUGUST 3, 2023

If your competitors follow up on your move and reduce their prices by 25%, users would have no problem switching, again. When you deliver positive customer experiences, you motivate users to share their positive experiences via social media channels and encourage them to talk about your brand to people in their social circle.

Net Promoter Score 147

Net Promoter Score Customer Experience Social Media NPS 147

Fonolo

DECEMBER 6, 2022

Look at your financial reports to start. If social media is in the mix, it’s time to add that to your strategy. . #3 In addition, aiming toward increasing FCR rates each year or quarter will help you free up more agent time to help more customers or pursue job shadowing and training opportunities. .

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. This also enables them to foresee customers demands for the near future so that they can start working on it in advance.

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

InteractionMetrics

FEBRUARY 20, 2025

Your Net Promoter Score (NPS) isntjust another numberits a direct reflection of customer trust and customer loyalty. Instead of improving the customer experience, they end up frustrating customers even more. With decades of expertise in Net Promoter surveys , we know what works.

NPS 52

NPS Net Promoter Score Customer Satisfaction Social Media 52

Retently

MARCH 14, 2023

Product reviews and Net Promoter Score (NPS) surveys are commonly used to measure customer experience and collect zero-party data. So, let’s get started. 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

Retently

NOVEMBER 27, 2023

Focus on the core areas of the business Outsourcing your NPS processes would free up your time and enable you to focus on building your brand, invest in marketing, research and development, and move on to providing higher value to your product or service. The post Benefits of Outsourcing your NPS process appeared first on Retently.

NPS 146

NPS Net Promoter Score Customer Feedback Social Media 146

Aquire

JULY 5, 2021

To help, we compiled a list of 12 incredibly useful customer service KPIs you need to start tracking for your business. Let’s get started. Net Promoter Score (NPS). Net Promoter Score (NPS) reflects how likely customers are to recommend your company to others.

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

Retently

MARCH 17, 2025

Understanding the Core Differences in CX Reporting The Core Structure of a CX Report Best Practices for Making Stakeholder Reports Valuable & Engaging Wrapping Up: The Power of CX Reports in Driving Business Growth Keeping customers happy isnt just about responding to tickets or processing refunds. Whats Next?

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

SurveySensum

OCTOBER 17, 2024

By closely analyzing customer feedback – be it through surveys, reviews, or social media comments – companies can gain deep insights into how customers feel about their products or services. It helps you decode the true potential of customer data and open up new growth avenues.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

Retently

NOVEMBER 21, 2018

The idea was straightforward – Apple asked users to share photos they took with their iPhones on social media, using a designated hashtag. To do that, they started the Cisco Champions program , a community initiative that encouraged said advocates to talk about Cisco’s brand across their networks and social media channels.

Social Media 115

Social Media Net Promoter Score NPS Start-ups 115

Lumoa

JANUARY 2, 2023

One tool businesses can use to capture valuable insights is the transactional Net Promoter Score (tNPS). What is the difference between transactional NPS (tNPS) and Net Promoter Score (NPS)? Alright, we get that it’s important for businesses but, what exactly is Transactional Net Promoter Score (tNPS)?

Net Promoter Score 78

Net Promoter Score NPS Customer Satisfaction Customer Feedback 78

Aquire

SEPTEMBER 6, 2021

An omnichannel contact center unifies all communication channels and allows customers to communicate with you however they prefer — whether that’s via phone, social media, email, text messaging, video, or live chat. For example, your contact center and marketing teams will probably both respond to social media posts by customers.

Contact Center 98

Contact Center Omnichannel Social Media Net Promoter Score 98

Lumoa

JANUARY 31, 2023

Voice of the customer: where to start? Recommended reading: Business value and ROI of customer experience: the step-by-step guide How to justify a CX program to your CEO Voice of the customer: where to start? Our step-by-step guide helps both to start and develop a voice of the customer program.

Customer Experience 165

Customer Experience NPS Touchpoint Close the Loop 165

Retently

DECEMBER 4, 2019

But those customers are actually vital for business development and this quote should sum up just how important they really are: “The brand is no longer what we tell the customer it is – it is what the customers tell each other it is.”- In business, this term is used when referred to a customer segment in the Net Promoter Score® framework.

Net Promoter Score 98

Net Promoter Score NPS Social Media Start-ups 98

Beyond Philosophy

DECEMBER 25, 2017

As the hustle and bustle of 2017 come to a close, here is a list of our top ten Customer Experience concepts to get your new year off to an emotionally engaging start. With the changes in recent years to move branding strategy to social media channels, the emotional response is more critical than ever. Sign up here.

Net Promoter Score 119

Net Promoter Score NPS Entertainment Social Media 119

Experience Investigators

FEBRUARY 1, 2022

I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. That’s why it’s up to CX leaders like you to share the right information with your CEO. . Crazy, right? . It’s literally a win/win.

Customer Experience 136

Customer Experience CXM Net Promoter Score CX 136

Totango

AUGUST 11, 2022

Social media posts. When a new client starts using your freemium or premium product, their first encounter as a customer is their onboarding experience. Delivering a great onboarding experience can set the tone for a positive relationship, while snags in the onboarding process can start things off on the wrong foot.

Net Promoter Score 113

Net Promoter Score Social Media Customer Journey Map Customer Relationship 113

Fonolo

NOVEMBER 2, 2021

Simply follow these 6 steps to get started: 1. Be sure to equip your agents with empathy phrases like “I know this must be frustrating for you” and “I’m sorry to hear that you’re experiencing this,” and set up role playing training games to help them practice so they’re ready for these interactions in real time. Click To Tweet.

Net Promoter Score 95

Net Promoter Score Customer Service Contact Center E-commerce 95

Retently

AUGUST 5, 2024

Let’s dive in and understand why NPS (Net Promoter Score) is such a big deal and how the right software can make all the difference. Your journey to improved customer satisfaction and business growth starts here! Understanding NPS Let’s start with what is NPS.

NPS 105

NPS B2B Net Promoter Score Actionable Insights 105

Fonolo

APRIL 16, 2019

To kill time while I waited for him to finish work, I used these computers to play, explore, learn (and honestly, break) all of the training machines that he had spent so much time setting up. It wasn’t until I started working at Fonolo that I was then able to learn about and experience call-backs from the perspective of an Agent.

Net Promoter Score 108

Net Promoter Score Contact Center NPS Engineering 108

Fonolo

SEPTEMBER 12, 2017

If you leave callers on hold, they will complain to your agents (leading to longer handle times) and they will vent on social media. Meanwhile, call centers are under pressure to live up to these expectations while keeping costs contained. When hold times are long, many callers will simply hang-up. 3) Reduce Telco Cost.

Contact Center 143

Contact Center Net Promoter Score Social Media Customer Satisfaction 143

Help Scout

APRIL 27, 2021

Unlike other metrics, like Net Promoter Score , Customer Effort Score , or Customer Satisfaction Score , there isn’t a defined way to measure your customer happiness — unless you create another survey to do so. Now that you know how valuable customer happiness is, you’re probably chomping at the bit to get started.

Net Promoter Score 135

Net Promoter Score Social Media Customer Satisfaction Start-ups 135

Lumoa

FEBRUARY 20, 2018

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control. Voice of the customer: where to start?

Customer Experience 141

Customer Experience NPS Touchpoint Net Promoter Score 141

SurveySensum

JULY 6, 2020

It starts with the initial step of spreading brand awareness to purchase and extends to long term retention and repeat purchase. 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.

Net Promoter Score 83

Net Promoter Score NPS Social Media Start-ups 83

Aquire

JULY 20, 2021

Whether it’s through familiar systems such as Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) , or through tracking business metrics such as customer renewals and churn rates, determine which metric matters most to you and create a plan to start measuring it. . Speed up response times.

Customer Service 98

Customer Service Social Media Omnichannel Net Promoter Score 98

Zendesk

JANUARY 30, 2023

This metric—customer sentiment—can be captured and analyzed in a host of ways, from traditional tools such as CSAT and Net Promoter Score (NPS)® to AI-driven programs that parse large amounts of consumer language to identify tone and intent. This is where a customer sentiment score can help.

Sentiment Analysis 98

Sentiment Analysis Net Promoter Score Social Media Actionable Insights 98