ECXO

MARCH 6, 2025

Storytelling is a powerful tool here sharing real customer stories, both successes and failures, can help employees emotionally connect to the impact they have on customers. Some companies bring the voice of the customer into internal meetings by playing recorded client feedback or inviting customers to speak about their experience.

CX Transformation 339

CX Transformation B2B CX Government 339

ECXO

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

eglobalis

MARCH 30, 2025

[link] Introduction: Todays businesses face a pivotal question: can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys in managing customer experience (CX)? They capture the voice of the customer as it is naturally expressed.

AI 334

AI CX Sentiment Analysis Predictive Analytics 334

Callminer

FEBRUARY 5, 2020

Net Promoter Score (NPS). This simple metric, commonly known as NPS , analyzes the number of individuals who would willingly recommend your services to others in their social circle, effectively telling you just how many customers’ standards your organization is meeting. Voice of the Customer (VoC).

Net Promoter Score 251

Net Promoter Score VOC Voice of the Customer NPS 251

Retently

AUGUST 9, 2018

If that’s making you feel concerned about your own retention levels, you should start collecting, analyzing, and acting on Voice of the Customer (VoC) data. Because it’s one of the best ways to increase customer satisfaction and trust in your brand. How Do You Define Voice of the Customer?

Voice of the Customer 88

Voice of the Customer Customer Feedback CEM Net Promoter Score 88

PeopleMetrics

APRIL 15, 2015

Over the years, we''ve talked to many companies looking to outsource their Voice of the Customer software. So, if you need to find a new Voice of the Customer solution, this post is for you. Some organizations share Excel spreadsheets or forward customer responses via email, which makes tracking ROI all but impossible.

Voice of the Customer 81

Voice of the Customer Net Promoter Score Text Analytics VOC 81

Lumoa

FEBRUARY 9, 2023

Customer-Centricity Customer centricity refers to customer-oriented culture in the company. The essentials include the shared targets, shared understanding, and the voice of the customer program implemented across the organization. Passives (who voted 7 or 8) are satisfied but not enthusiastic customers.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

ECXO

APRIL 12, 2021

Bain & Company (netpromotersystem.com) The Voice of the Customer (mit.edu). Senior ICT Manager: Service Operations, Customer Excellence, Business Improvement | ITIL NPS CX PRINCE2 SAFe |. Steve Belgraver.

Customer Experience 296

Customer Experience Net Promoter Score Customer Journey Map CX 296

PeopleMetrics

OCTOBER 22, 2015

As we discussed, the best customer experience metric for your business is a matter of finding the best fit for your business. In this post, we’ll take a look at two more advanced fits: Net Promoter Score and customer engagement. Using Net Promoter Score. Using Customer Engagement.

Net Promoter Score 106

Net Promoter Score NPS Voice of the Customer Customer Satisfaction 106

Lumoa

MAY 11, 2020

This highlights the need for exceptional experiences for long-term success for both the customer and the business by building a voice of the customer program. Does the idea of spending less while also keeping your customers and employees happy appeal to you? In This Article: What Is a Voice of the Customer Program?

Voice of the Customer 78

Voice of the Customer VOC Net Promoter Score Start-ups 78

SurveySensum

MARCH 1, 2024

A retail company, MagnetHome enthusiastically embraced the Net Promoter Score and started measuring customer loyalty. They gathered all the responses diligently but stumbled into the “Everyone’s-the-Same” trap – treating all scores equally. Here’s how you can do it.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Customer Satisfaction 52

Totango

JULY 6, 2021

You can use various methods to measure customer loyalty. Here we’ll consider five of the best ways to track it: Customer lifetime value (CLV). Current customer referrals. Net Promoter Score. Customer loyalty index. Voice of the Customer SuccessBLOC. Customer Lifetime Value (CLV).

Customer Loyalty 114

Customer Loyalty Net Promoter Score NPS Voice of the Customer 114

Confirmit

MAY 29, 2018

What Is Net Promoter Score (NPS®)? The Net Promoter Score, or NPS®, enables organizations to get a clear vision of the health of their customers’ loyalty. a Net Promoter Score, or more likely a series of Net Promoter Scores, you can track for key areas of your business.

Net Promoter Score 40

Net Promoter Score NPS Close the Loop Customer Loyalty 40

PeopleMetrics

JANUARY 20, 2015

It helps companies incorporate customer dialog into their everyday operations, so they can become more customer-centric. The other stuff—the Net Promoter Score, customer satisfaction, customer retention—it all depends on a company''s ability to listen and respond to feedback.

Net Promoter Score 108

Net Promoter Score Customer Experience Voice of the Customer Construction 108

PeopleMetrics

JANUARY 12, 2015

Another client, a wireless communications provider, has decided that to bump up their Net Promoter Score (NPS) and reach their best-in-class goals, they should focus on lowering their number of detractors. Ever since this system was rolled out three years ago, performance has improved quarter over quarter.

Customer Experience 130

Customer Experience Net Promoter Score NPS Voice of the Customer 130

Lumoa

FEBRUARY 13, 2018

There's a company X that collects customer feedback. Company X prefers the Net Promoter Score® ( what is NPS? ), yet it could be any other metric. on a scale from 0 to 10) " after each customer purchase or interaction. Listening to the voice of the customer is no longer an option, but a necessity.

Customer Feedback 111

Customer Feedback Net Promoter Score NPS VOC 111

Retently

MARCH 14, 2023

In today’s fast-paced business environment, customer feedback has become an invaluable resource for brands striving to stay ahead of the curve. By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty.

NPS 136

NPS Net Promoter Score Customer Satisfaction Customer Feedback 136

Retently

SEPTEMBER 11, 2018

NPS, CSAT, and CES are the most commonly used customer satisfaction metrics. Net Promoter Score (NPS). NPS stands for Net Promoter Score. NPS works best paired together with a proper voice of the customer program. Ready to Start Tracking Your Net Promoter Score?

NPS 116

NPS Customer Satisfaction Net Promoter Score Start-ups 116

PeopleMetrics

FEBRUARY 4, 2015

When trying to achieve your customer experience goals , it’s important to pick metrics and make them clear to everyone involved. For example, if you’re trying to raise customer engagement, you might choose Net Promoter Score as your metric. Then you might incentivize it. (As Focus Focus by Bart Everson , CC BY 2.0.

Net Promoter Score 107

Net Promoter Score Customer Experience Customer Feedback Voice of the Customer 107

Lumoa

MARCH 20, 2018

Find more sources on how to deal with customer churn here: " How to Reduce Customer Churn: 6 Helpful Tips to Try " by Hubspot, " 6 ways you can improve churn rate and increase revenue " by Kissmetrics, " Tips from 32 CX Pros how to reduce customer churn " by NGData. The score should be above 0.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Execs In The Know

APRIL 8, 2022

Why measure customer lifetime value? CLV may appear to be closely related to other metrics, such as net promoter score (NPS) and CSAT (customer satisfaction), on the surface.

Net Promoter Score 98

Net Promoter Score Contact Center Omnichannel NPS 98

Retently

AUGUST 3, 2023

For instance, assessing the quality of a service call or an abandoned transaction can provide actionable insights about improving the overall experience, but they don’t necessarily capture the voice of the customer on how they feel about the brand. Improve Your Net Promoter Score Transactional interactions are no longer enough.

Net Promoter Score 146

Net Promoter Score Customer Experience Social Media NPS 146

Totango

OCTOBER 7, 2021

You can integrate automated emails with surveys that measure customer satisfaction and enthusiasm for your brand. Two of the most important types of customer surveys are customer satisfaction (CSAT) and Net Promoter Score (NPS) surveys. Review Escalations Communication.

Customer Feedback 108

Customer Feedback Net Promoter Score NPS Voice of the Customer 108

Retently

JULY 2, 2018

You can keep track of your score and its changes, but it’s the qualitative feedback that gives you the “why” behind it, bringing the voice of the customer to the front. Embark on the process by determining the appropriate Net Promoter Score® survey template for your campaign, and the impact will be decisive.

NPS 111

NPS Net Promoter Score Customer Satisfaction Start-ups 111

Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. In This Article: Why do you need Customer Experience Management?

Customer Experience 165

Customer Experience NPS Touchpoint Close the Loop 165

PeopleMetrics

MAY 30, 2015

If we took the time to strip down key performance metrics like Net Promoter Scores and customer satisfaction, we’d end up with our basic ability to help customers achieve their goals. Because if we’re not helpful, then customers will look elsewhere.

Customer Experience 120

Customer Experience Net Promoter Score Customer Journey Map Customer Feedback 120

Totango

AUGUST 11, 2021

Two of the most useful customer satisfaction KPIs are Net Promoter Score (NPS) , which measures how likely customers are to recommend you to family and friends, and the customer satisfaction score (CSAT) , which measures customer satisfaction with a particular product or customer service experience.

Artificial Intelligence 118

Artificial Intelligence Customer Experience Net Promoter Score Customer Satisfaction 118

PeopleMetrics

DECEMBER 19, 2014

You have been working hard to get your CEO to buy into the need to get closer to customers. But now, leadership understands a formal Voice of the Customer program is essential to achieving your customer experience goals. You have the green light to start to ask customers for feedback! Or is it something more?

Net Promoter Score 83

Net Promoter Score Voice of the Customer B2B Construction 83

PeopleMetrics

APRIL 24, 2015

In “ Start Your Winning Streak ,” our newly published independent research study, we focused on the B2B buyer’s journey—before a prospect becomes a paying customer. And we found (among many other things) that sales reps can affect the customer experience.

Customer Experience 110

Customer Experience Net Promoter Score Sales B2B 110

Experience Investigators

FEBRUARY 1, 2022

They no longer have interactions with them, and rely on others like account managers, frontline employees and customer service teams to provide those one-on-one interactions. Customer-focused organizations prioritize keeping customers close.

Customer Experience 136

Customer Experience CXM Net Promoter Score CX 136

PeopleMetrics

MARCH 1, 2017

And it starts with the decision to either build or buy a Voice of the Customer solution for your own organization. But it's important to note: having customer data and following up with individual customer and employee feedback is not enough to move your overall Net Promoter or Customer Loyalty scores.

Net Promoter Score 70

Net Promoter Score Innovation Customer Loyalty Voice of the Customer 70

Totango

MAY 5, 2021

Some of the most prominent of these measurement techniques include the following: Net Promoter Score (NPS). This industry-standard measurement centers around how likely your customers are to recommend your product to a peer. There is an index that scores customer satisfaction on a scale of zero to ten.

Customer Experience 118

Customer Experience Net Promoter Score NPS Education 118

Totango

JUNE 23, 2020

The COVID-19 pandemic has created uncertainty across the market and enterprises of all kinds are looking for a solid understanding of their customer base as they prepare for recovery. Brand ambassadors have used the Net Promoter Score (NPS) to get those answers for almost a decade. Regularly Survey Customers.

Net Promoter Score 62

Net Promoter Score NPS Voice of the Customer Business Operations 62

CSAT.AI

APRIL 5, 2023

Net Promoter Score (NPS®): This metric measures the likelihood of a customer to recommend a product or service to others on a scale of 0-10. Net Promoter, Net Promoter Score, and NPS are trademarks of NICE Satmetrix, Inc., Bain & Company, Inc.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97

Retently

JULY 29, 2018

Although it was written with Net Promoter Score© in mind, it is applicable to any customer satisfaction – CSAT, CES, regular multiple choice surveys, etc. At Retently, we do regularly receive requests from our customers asking to add more survey questions but have to refuse them.

NPS 89

NPS Net Promoter Score Customer Satisfaction Touchpoint 89

SurveySensum

FEBRUARY 16, 2023

It leads to biased customer feedback. The NPS (Net Promoter Score) question in surveys is effective, but the response options being color-coded can influence respondents and result in distorted data. Orgs sway from their objective of listening to the customers. Why SHOULD you NOT color-code the NPS scale? –

NPS 97

NPS Net Promoter Score Close the Loop Customer Feedback 97

Experience Investigators

MARCH 7, 2023

If there’s one thing I see as missing in many customer experience initiatives, it’s understanding how powerful operational data can be when combined with customer insights. In fact, customer experience leaders are often put into the role of what I call “number narrators.”

Net Promoter Score 98

Net Promoter Score Touchpoint NPS Customer Satisfaction 98