Totango

NOVEMBER 10, 2021

Customer success is a team sport, so promoting a culture of collaboration throughout the entire company by incentivizing overall company performance helps encourage communication and cross-collaboration. Net Promoter Score (NPS). NPS indicates a customer’s inclination to make repeat purchases and make referrals to others.

Net Promoter Score 78

Net Promoter Score NPS Sports Actionable Insights 78

Fonolo

AUGUST 4, 2020

Things like sponsoring sporting events form associations in consumers’ minds; RedBull has cemented its place as an ‘Xtreme Sports’ brand very effectively over the last decade. And cozying up to a sports team or an ‘influencer’ in your niche can quickly win you fans of your own by proxy.

Social Media 120

Social Media Sports Net Promoter Score Customer Satisfaction 120

Bill Quiseng

NOVEMBER 1, 2023

We remember our favorite sports leagues like the NFL, NBA, MLB, and NHL. And it’s the best emotional value in their experience, not your best customer journey mapping, Peak End Rule, NPS, CSAT, CES or other CX metric strategy of your experience. It’s because most of us can only remember up to three things.

CXM 97

CXM CX Customer Journey Map Sports 97

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” NPS: Net promoter score is powerful stuff. He’s right! When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. .

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sports 142

Gainsight

MAY 21, 2021

In fact, this past year alone, thanks to a combination of strategy, process, data, and some amazingly collaborative customers, we’ve raised our NPS after onboarding from +14 to +85. That’s why, as part of every single customer launch, we send a Net Promoter Survey (NPS) that includes a brief Customer Satisfaction (CSAT) section.

NPS 52

NPS Scorecard Sports Customer-Centric Organization 52

Retently

AUGUST 9, 2018

The vehicle was quite different from the existing high-performance sports cars the brand was known for. Consider NPS Surveys to Get Customers a Voice. If you’re not familiar with NPS , they are basically 1-question surveys that aim to find out how likely your customers are to recommend your products/services/brand to other people.

Voice of the Customer 87

Voice of the Customer Customer Feedback CEM Net Promoter Score 87

Experience Investigators

JULY 6, 2021

But customer experience is a team sport, so great cross-functional teams also understand how important it is to communicate ongoing success and support the processes and systems required to deliver to the customer throughout their journey. Ideally, the CX Team will review critical CX measurements and insights on a regular basis.

CX 130

CX Net Promoter Score Government Customer Journey Map 130

Fonolo

MAY 16, 2018

In any industry, sport, or even a good game of poker, success hinges upon a confluence of many factors: Skill, experience, and favorable timing all shape the path towards becoming a champion. What’s Inside: What is CSat, NPS, and CES. Still, it’s easy to get distracted from the basics and take your eye off of the ball.

Customer Service 90

Customer Service Contact Center Sports Social Media 90

Customer Bliss

DECEMBER 6, 2018

Next, Alvin outsourced a company to analyze data from behavioral experience and NPS research. With the mission statement in mind, they determined the top seven drivers of NPS and customer satisfaction and built colorful icons to represent the different parts of the business. Year two was about diving deeper into the analytics.

CX Transformation 72

CX Transformation CX NPS Entertainment 72

CSAT.AI

AUGUST 3, 2022

They have inspired the world so much that what started as a children’s building toy has evolved into an international adult sporting competition. They created an NPS range of -100 to 100 to gauge where the top 100 companies landed in their final list. Lego doesn’t just have customers, they have collectors and even competitors.

Entertainment 102

Entertainment Sports Innovation Gaming 102

Fonolo

NOVEMBER 29, 2022

Just as any great sports team is only as good as its coach, a call center team is only as good as its manager. Net promoter score (NPS). Whether you are that new call center manager or a seasoned pro who wants to pick up some new ideas, we’ve packaged everything you need to know to help you improve your call center performance.

Contact Center 126

Contact Center Net Promoter Score Sports Gaming 126

Experience Investigators

DECEMBER 8, 2020

Did a higher Net Promoter Score (NPS) lead to an increase in retention ? Customer experience is a team sport. What was the best business outcome we achieved due to our work in customer experience ? Customer experience work is not just about making customers happy. CX has to be related to business outcomes.

Customer Experience 119

Customer Experience Net Promoter Score Close the Loop CX 119

Experience Investigators

MARCH 5, 2024

Employee turnover often hurts CX metrics including Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) — as well as the organization’s bottom line. How Customer Experience Leaders Can Shape The Employee Experience CX is a team sport.

Customer Experience 94

Customer Experience Net Promoter Score Customer Journey Map Sports 94

Aquire

DECEMBER 21, 2021

In our personal lives, that could be learning a new language, playing a sport, or making origami frogs (true story). Most companies have mechanisms to capture customer feedback, such as NPS or CSAT surveys. Upskilling : Learn something new. This is a resolution many of us have made at some point.

CX 98

CX Artificial Intelligence Innovation Predictive Analytics 98

Execs In The Know

APRIL 8, 2022

This change has since yielded a more responsive, more consistent customer care experience, along with improved performance across several key metrics like average speed of answer, customer satisfaction (CSAT), and Net Promoter Score (NPS). All while lowering costs, improving the agent experience, and creating greater internal accountability.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX 98

Experience Investigators

APRIL 23, 2024

Metrics from customer surveys like Net Promoter Score (NPS) or Customer Satisfaction Rate (CSAT) are measurements from a certain group of customers to consider in your strategic decisions. Strategic Investments in Customer Experience As we often say, CX is a team sport. However, feedback alone cannot direct a strategy.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Fonolo

JULY 5, 2023

And things like sponsoring sporting events form associations in consumers’ minds. Red Bull has used sports sponsorship to cement its place as an extreme sports brand very effectively over the last decade. And cozying up to a sports team or an ‘influencer’ in your niche can quickly win you fans of your own by proxy.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Steven Van Belleghem

MAY 29, 2022

And yet Centraal Beheer was able to turn that feeling completely around (their NPS is insane compared to other industry players) with some super-useful services. More traditional companies like Walmart are experimenting with it as well, looking into their own currency, creating metaverse shopping experiences or looking into digital sports.

CX 120

CX Non-Profits Social Media Pharmaceutical 120

Gainsight

MARCH 31, 2020

Most common use cases to look for include: Following up on NPS or other survey responses. Moderate Win: Prioritize NPS, usage and support data next. Bring in NPS, support and/or usage data (or data that is most used by CSM team) to one place and make it easy to view trends. We’ve said it before—customer success is a team sport.

E-commerce 85

E-commerce CRM NPS Scorecard 85

Lumoa

JUNE 26, 2023

Net Promoter Score – NPS 2. Consider a customer looking to buy sports shoes from a popular brand. Net Promoter Score – NPS Net Promoter Score determines customer satisfaction by determining how likely they are to promote your brand among their peers. NPS uses a single-question survey with a scale of 1-10.

Omnichannel 78

Omnichannel Net Promoter Score Customer Experience Social Media 78

ClearAction

OCTOBER 12, 2022

NPS, CSAT, FCR, Health / Effort Score, etc.) Customer Acquisition Costs (CAC) are influenced by Net Promoter Score (NPS), Health Score, and Satisfaction ratings. Similarly, Health Score combines NPS + overall satisfaction + Service inquiries + product usage. Why are experience management metrics the #1 challenge year after year?

Key Driver Analysis 62

Key Driver Analysis Non-Profits Net Promoter Score Sports 62

Totango

AUGUST 11, 2022

You can set up your customer success platform to trigger feedback surveys like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), or Customer Effort Score (CES) surveys. Use customer satisfaction KPIs such as Net Promoter Score (NPS) to help you identify customers who would make suitable candidates for loyalty or referral offers.

Net Promoter Score 113

Net Promoter Score Social Media Customer Journey Map Customer Relationship 113

Lumoa

FEBRUARY 6, 2018

It’s not about software or a number – if you focus only on the NPS score you will never deliver the game-changing customer experience. Digital is but a channel to the customer but a truly customer-centric approach embraces the customer at all touch points in the journey. How to overcome those challenges?

CX 121

CX Customer Experience Education Machine Learning 121

Totango

AUGUST 21, 2020

These engagements are triggered by customer behavior, such as by a drop in product use or slow adoption after onboarding, or by events like opening a support ticket or a response to an NPS score. . Customer Success Is a Team Sport . Case Study: Zoom.

NPS 78

NPS Sports Hospitality Hospitality 78

Fonolo

MAY 2, 2018

Watch any sports event on the planet, from pee wee softball to elite professional football players and athletes are motivated by the com petition they are facing right there on the field, rink, court, or diamond. What’s Inside: What is CSat, NPS, and CES. Foster Friendly Competition Through Creativity. Plus So Much More!

Customer Satisfaction 72

Customer Satisfaction Contact Center Sports Innovation 72

Gainsight

DECEMBER 5, 2019

Love them or hate them (hi, Taylor Swift), you kind of have to use this sort of company for most sporting events. Let’s play this out using NPS as an example: I pass the scheduled completion of onboarding. I get a time-bound NPS survey in my inbox. I ignore the survey. I’m busy still onboarding! Yet another email.

Customer Experience 77

Customer Experience Gaming NPS B2B 77

Steven Van Belleghem

DECEMBER 6, 2021

Popular survey tools like NPS, CSAT, Customer Effort and other metrics are extremely important, but realize they are a history lesson. Customer questionnaires are expanding to include more than the traditional Net Promoter (NPS) rating. Those are more important than ever, and will be even more important in the future.

CX 123

CX Customer Experience Non-Profits Social Media 123

ClearAction

JANUARY 6, 2021

When you focus customer experience excellence on your core-growth customers, your intentional customer experience can be much clearer and your NPS becomes more meaningful, less diluted. 9) Stop seeing NPS as your sure-win. Naturally, you want to be the market share leader with your core-growth customers.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

Customer Bliss

AUGUST 9, 2018

They update the NPS quarterly so employees can see if their efforts are actually making progress and increasing the scores. As a competitive athlete, Daniel always had a passion for winning driven by practicing multiple sports from trekking, biking, swimming, and skiing. A display of how everything is measured (Net promoter score).

Customer Experience 70

Customer Experience Net Promoter Score Sports Manufacturing 70

SurveySensum

FEBRUARY 24, 2025

Text Classification: Categorizes text into predefined groups, such as spam vs. non-spam or news categories (sports, politics, entertainment, etc.). Correlate Sentiment with CX Metrics – Align sentiment analysis with NPS, CSAT, and CES scores to uncover issues affecting customer experience.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Machine Learning 52

ClearAction

OCTOBER 1, 2018

Deploying the whole CXM system at a basic level within a year is similar to what you’d do in establishing a new sports team. Reap: quick-wins >> NPS & revenue (now). earn trust >> NPS & revenue (lifetime value). CXM status quo reaps quick wins as the path to immediate growth in NPS and revenue.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

Gainsight

MAY 3, 2020

User Sentiment : NPS, Ratings, Release/ Feature-specific feedback to capture results/ outcomes/ ROI . Retention is the goal for the foreseeable future will be a TEAM Sport rather than any single team’s responsibility. Adoption Breadth : Usage or Adoption of you top 3-5 core/sticky features. In-App Guides/Survey.

Sports 59

Sports Finance NPS Engineering 59

ClearAction

NOVEMBER 16, 2023

Let’s look at a sports analogy for enlightenment. When you’re mature in a sport, it means increased motor skills, strength, power, and in many cases, reduced risk of injury. For instance, if NPS® is above a certain threshold or average ratings are in a certain range, then managers’ interpretation is there’s no effort needed from them.

VOC 62

VOC B2B Close the Loop Non-Profits 62

Gainsight

OCTOBER 10, 2022

Customer success is a team sport. While you may not have foundational data to accurately calculate NRR, NPS, CSAT, churn rate, and other essential CS metrics , you still need to get started and show progress. Nikki’s strategy for developing trust around CS at Seeq is a good model for all of us to follow. .

Sports 52

Sports Start-ups NPS Engineering 52

Gainsight

JANUARY 11, 2021

Let’s talk about your playbook using sports analogy—what are the key elements of a playbook that you ran the past few years (organization, process, etc.). NPS: We’ve overhauled our NPS process this year to have more of a methodology and call to action for detractors as well as those who are neutral.

Gaming 52

Gaming NPS Sports Sales 52

Retently

APRIL 5, 2024

Nike’s SoHo flagship store is not just about buying products, but an immersive experience where sports enthusiasts can engage with the brand in an interactive environment. In-store technology improves the shopping experience, making it more convenient, personalized, and engaging.

Retail 78

Retail Customer Experience Omnichannel Social Media 78

Zendesk

AUGUST 22, 2023

Teamworks now serves college and professional sports teams around the world,and is used to assist with recruiting, nutrition tracking, and more. If you do both well, you’ll see positive changes in metrics like retention, churn, and NPS. A great product and great customer experience management is what keeps customers coming back.

Net Promoter Score 52

Net Promoter Score Sports Social Media Finance 52