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How to Drive Customer Advocacy

Totango

Your business is successful because you deliver value to customers. Customer advocacy is the art of learning what customers need and working to help them gain the value that is in their best interest. When you advocate for your customers, they’ll reward you with their loyalty and become lasting proponents for your brand.

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Understanding Customer Health Score: 6 Metrics To Track

ClientSuccess

Many factors come into play when determining a customer’s health score, including their usage levels, response times to inquiries or requests, NPS/survey responses, and more. Our SuccessScore framework will enable you to clearly see the individual metric groups, overall scores, and trends calculated daily by a customer account.

Metrics 89
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Using Customer Satisfaction Metrics: NPS Best Practices

Totango

Luckily, there’s a measure for that, too: customer satisfaction metrics. Customer satisfaction quantifies the degree to which a customer is pleased by a product, brand, or overall experience. How to Track Customer Satisfaction with NPS . That’s why the Net Promoter Score (NPS) is a key metric to track.

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Customer Success vs. Customer Support: What Are the Differences?

Totango

To help further your understanding of these important differences, this article will breakdown the customer success vs. customer support dynamic and outline how prioritizing a proactive approach towards client relations can empower you to prevent churn, create value, increase the likelihood of renewal, and encourage upsells/cross-sells.

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How Palo Alto Software Used Metrics to Improve Service

Toister Performance Solutions

A question posted on the Inside Customer Service LinkedIn group recently caught my attention. Celeste Peterson, a Customer Advocacy Supervisor at Palo Alto Software, asked: What do you think are the most important metrics to track for a small customer service team? Palo Alto Software's Customer Advocacy Team.

Metrics 68
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The 20 Stakeholder Experience Emotions: Which Are Most Positive and Value-Enhancing, and Which Are Most Negative and Value-Destroying?

Beyond Philosophy

Until about a decade ago, most CX and value delivery metrics were built around tangible and quality-related elements of value – price, consistency, speed, completeness, accuracy, durability, and the like. million total survey questions, with several million devoted to emotions and feelings related to experience.

B2C 207
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How to Measure and Improve Your NPS Score with Agent Engagement

SharpenCX

There are dozens of ways to measure your customers’ satisfaction. But, one metric steps beyond just measuring satisfaction. Your customer Net Promoter Score builds the foundation to help you measure customer advocacy, too. Undeniably, customer advocacy helps you win more customers.