Uniphore

JANUARY 31, 2017

Developed and first introduced in 2003 by Fred Reicheld, Bain and Company and Satmetrix, Net Promoter Score® (NPS 1 ) has become somewhat of the definitive metric for gauging customer satisfaction and loyalty.

Customer Satisfaction 138

Customer Satisfaction Net Promoter Score Metrics Measurement 138

AskNicely

AUGUST 29, 2018

The Net Promoter Score framework arrived in 2003, and since then organizations have been trying to answer that question. Getting the most value out of your NPS program is more about first having a winning process , which then unlocks those optimal metrics. Traditionally, NPS was viewed as a boardroom-only metric.

NPS 150

NPS Net Promoter Score Metrics Culture 150

Steve DiGioia

APRIL 10, 2017

It happened while I was working at the Hilton Newark Airport Hotel in 2003. This original article was written by Steve DiGioia. Here’s one of the best examples of how to create customer loyalty that I have ever seen. We had a fantastic staff, happy employees and a robust business. One day there was a buzz that traveled all around the hotel.

Hotels 133

Hotels Travel Loyalty Examples 133

ECXO

APRIL 1, 2021

According to cognitive neurologists, 90 to 95% (Mahoney, 2003) of all decisions are formed on an unconscious emotional level. Today, we know that feelings play an integral part in the customer experience and, ultimately, buying decisions. What significance will this have toward a surprise and delight strategy?

Strategy 296

Strategy Exercises Study Customer Expectations 296

GetFeedback

SEPTEMBER 20, 2019

In 2003, loyalty consultant Fred Reichheld proposed a simple method to measure loyalty, called the Net Promoter Score ® (NPS ® ). . Today, we’ll discuss the three most popular customer loyalty metrics that fall under the structured category—NPS, CES, and CSAT—and the role that each should play in your CX strategy. Net Promoter Score (NPS).

NPS 278

NPS Metrics Effort Score Net Promoter Score 278

Provide Support

SEPTEMBER 18, 2017

© 2003 - 2017 Provide Support LLC. It is especially true with new employees who often need help finding the proper style of communication which would stick with your business objectives and allow them to maintain their authenticity. Read more. Published in Provide Support Blog , 2017. Permalink | 360 comments.

Examples 111

Examples Customer Service Guidelines Customer Service Training 111

Alida

MAY 11, 2016

In 2003, Reichheld introduced the concept of Net Promoter System (often referred to as the Net Promoter Score, or just NPS for short) in the Harvard Business Review article “ The One Number You Need to Grow.” “The instant we have a technology to minimize surveys, I’m the first one on that bandwagon,” Reichheld told Bloomberg.

NPS 177

NPS Customer Satisfaction Survey Net Promoter Score 177

Feedbackly

APRIL 29, 2021

The concept first appeared in 2003 in the. Net Promoter Score (NPS) essentially measures the likeliness of customers to recommend your business to others.

NPS 95

NPS Net Promoter Score Measurement Metrics 95

Uniphore

JANUARY 31, 2017

Developed and first introduced in 2003 by Fred Reicheld, Bain and Company and Satmetrix, Net Promoter Score® (NPS 1 ) has become somewhat of the definitive metric for gauging customer satisfaction and loyalty.

Customer Satisfaction 130

Customer Satisfaction Net Promoter Score Metrics Measurement 130

The DiJulius Group

JANUARY 9, 2023

On January 15th, 2003, my first book, Secret Service: Hidden Systems That Deliver Unforgettable Customer Service, came out. Secret Service detailed how we had built John Robert’s Spa, known locally in Northeast Ohio, into a brand with superior customer service as the single biggest competitive advantage. Read Full Article.

Competitive Advantage 97

Competitive Advantage Groups Customer Service System 97

AskNicely

AUGUST 15, 2018

Since its introduction in 2003, this simple metric has become the go-to way of measuring loyalty with study after study showing its worth. Therefore, feeling ownership on a personal level is important. The best way to determine your social capital from a customer happiness perspective is through NPS.

Net Promoter Score 150

Net Promoter Score NPS How To Study 150

Kerry Bodine

APRIL 30, 2019

And while Friendster (founded in 2002) paved the way for Myspace, and Myspace (founded in 2003) paved the way for our current social media giants, neither deserve credit in my book for sparking the customer experience discipline.

Net Promoter Score 149

Net Promoter Score Customer Experience Social Media NPS 149

Kerry Bodine

APRIL 30, 2019

And while Friendster (founded in 2002) paved the way for Myspace, and Myspace (founded in 2003) paved the way for our current social media giants, neither deserve credit in my book for sparking the customer experience discipline.

Net Promoter Score 149

Net Promoter Score Customer Experience Social Media NPS 149

Forrester's Customer Insights

AUGUST 24, 2023

The FBI’s Cyber Division issued an advisory which “strongly advises” that organizations still using Barracuda Networks Email Security Gateway (ESG) appliances affected by an exploit of CVE-2023-2868 remove those appliances “immediately.” This advisory builds on the vendor’s own recommendations to replace its ESG appliances.

Trends 48

Trends 48

Lumoa

APRIL 3, 2018

The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. That proves that referral marketing plays more and more important role in business strategy. The question is, how can you measure it? The Net Promoter: what is it?

Net Promoter Score 316

Net Promoter Score NPS Touchpoint Feedback 316

mopinion

OCTOBER 18, 2021

In 2003, Reichheld, Bain & Company and Satmetrix Systems wrote about the metric in the Harvard Business Review. The infamous marketing metric, the NPS, or net promoter score, is about to celebrate its 20th anniversary. The article dictated that NPS score shows how satisfied and loyal customers are by asking just one, simple question.

NPS 85

NPS Net Promoter Score Metrics System 85

ECXO

APRIL 5, 2021

He co-founded Mulberry Consulting in 2003 building the business into the number one Customer Experience consultancy globally. The business was sold in 2014.

Strategy 156

Strategy Consulting Airlines Culture 156

Alida

MARCH 23, 2017

Net Promoter Score (NPS) was first introduced in 2003 as a way to measure customer satisfaction based on consumers’ responses to one simple question: “How likely are you to recommend our service to a friend or colleague?” At the time, it offered decision makers an easy and effective way to measure loyalty.

NPS 133

NPS Net Promoter Score Loyalty Company 133

Provide Support

DECEMBER 29, 2016

© 2003 - 2015 Provide Support LLC. Yet many of them are very often blind to the fact that they are losing business every day by not knowing or simply ignoring the essential service etiquette. (.). Read more. Published in Provide Support Blog , 2016. Permalink | No comment.

Infographics 84

Infographics Customer Service Tips How To 84

Provide Support

FEBRUARY 4, 2018

© 2003 - 2017 Provide Support LLC. Read more. Published in Provide Support Blog , 2018. Permalink | 3 comments.

How To 85

How To Software Tools Customer Service 85

Kerry Bodine

JUNE 7, 2018

The term “jobs-to-be-done” first surfaced in 2003, coined by Clayton Christensen in The Innovator’s Solution , but its philosophy shares underpinnings with older models like goal-directed and activity-centered design. We’re often asked how the framework of customer jobs-to-be-done fits with the methodology of customer journey mapping.

Customer Journeys 136

Customer Journeys Customer Focused Customer Confidence Banking 136

Provide Support

OCTOBER 6, 2016

© 2003 - 2015 Provide Support LLC. The good news is that it can be cured, and you can also prevent this from happening again. Let’s take a closer look at the power of positive thinking and why to apply the approach to your work, shall we?(.). Read more. Published in Provide Support Blog , 2016. Permalink | No comment.

Customer Service 84

Customer Service Customers Feedback Customer Experience 84

CSM Magazine

MARCH 3, 2021

Founded in 2003, Vivantio is a leading provider of customer service optimization software and solutions for demanding B2B service teams. To download “Leveraging Breakthrough Service to Transform Your B2B Enterprise” click here. For more information about Vivantio, please visit Vivantio.com. About Vivantio.

B2B 105

B2B Report Roadmap Competitive Advantage 105

GetFeedback

OCTOBER 10, 2018

In 2003, business strategist Frederick Reichheld published an article in Harvard Business Review in which he states that “the only path to profitable growth may lie in a company’s ability to get its loyal customers to become, in effect, its marketing department.”.

Net Promoter Score 170

Net Promoter Score NPS Survey Brands 170

Beyond Philosophy

SEPTEMBER 11, 2014

In 2003, Benjamin Black, website engineering manager and his boss, Chris Pinkham, vice president of IT infrastructure, presented a paper outlining the project. The idea for this business model, however, was not from Jeff Bezos or any other senior staff member at Amazon. The idea came from an employee that had been with the company for a year.

Banking 138

Banking Culture Employee Engagement CEM 138

Comm100

MAY 11, 2020

Others even further back in 2003. Some sources claim that the concept of ‘omnichannel’ was coined in 2010. Whenever and how ever it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX).

Omni-Channel 147

Omni-Channel Multi-Channel Knowledge Base Chatbots 147

ModSquad

MARCH 2, 2023

In 2003, the Wounded Warrior Project (WWP) began its journey as a grassroots effort providing basic care and comfort items to hospitalized veterans, specifically the first wounded service members returning home from Iraq and Afghanistan. How the right team can make all the difference. Sometimes, moderation is just moderation.

Case Study 82

Case Study Study Hospitality Engagement 82

Provide Support

JANUARY 27, 2020

© 2003 - 2017 Provide Support LLC. Live Chat allows them to contact businesses wherever they are and ask questions without waiting for email response or listening to IVR. In this blog post we will review major players on the modern live chat market. In our review we will highlight the following sides of each provider: (.). Read more.

Software 77

Software Communication Customer Service Marketing 77

Strativity

FEBRUARY 13, 2020

Founded in 2003, Strativity helps companies unlock the exceptional potential of empowered employees in order to enhance the customer experience. Strativity is a customer experience , employee experience , and organizational transformation consultancy that drives rapid and lasting change for organizations around the globe.

Groups 98

Groups Consulting Leadership Innovation 98

C3Centricity

OCTOBER 7, 2020

The NPS score has suffered much criticism since it was first developed back in 2003. People that rate your brand as a 9 or 10 are considered to be “loyal enthusiasts who will keep buying and also refer others, fuelling growth”. The NPS score also appears to be more relevant for service companies than for consumer products.

Marketing 207

Marketing NPS Net Promoter Score Effort Score 207

ECXO

JULY 8, 2024

A study by Cañas, Quesada, Antolí, and Fajardo (2003) found that individuals with high cognitive flexibility were better able to adapt to new information and situations. Cognitive flexibility stems from the brain’s prefrontal cortex. By exercising this area, we can become more adaptable and creative in our responses to customer needs.

Customer Experience 194

Customer Experience How To Exercises Study 194

Lumoa

MARCH 24, 2022

Net Promoter Score (NPS) Net Promoter Score surveys first emerged in 2003 and they are a simple, yet effective way to assess your customers’ collective sentiment. However, customer experience surveys have evolved a lot since their verbal and print forms, which means that companies can now leverage a wide range of techniques to collect data.

Survey 195

Survey CEM Net Promoter Score Effort Score 195

Lumoa

APRIL 7, 2022

The NPS system was created by Fred Reichheld and his team at Bain & Company and Satmetrix Systems in 2003 to help companies improve their marketing strategies to better serve customers’ needs with real, verifiable data that they could analyze and act on.

NPS 195

NPS Net Promoter Score Industry How To 195

Steve DiGioia

SEPTEMBER 9, 2016

NPS is a customer loyalty metric created by Fred Reicheld, Bain & Company and Satmetrix in 2003. As important as overall satisfaction, value for price paid, intent to return, and a dozen other performance indicators are, if I had to choose one, I’d choose net promoter score (NPS).

Customer Service 100

Customer Service Net Promoter Score NPS Hotels 100

Team Support

AUGUST 26, 2020

Established by Bain & Company in 2003 , it’s based on the response to a simple but powerful question, “ How likely are you to recommend us to a friend or colleague?” Track trends and service issues to get to the root cause and identifying areas where more training or coaching is needed.

Report 98

Report B2B Net Promoter Score Data 98

Provide Support

NOVEMBER 1, 2017

© 2003 - 2017 Provide Support LLC. According to another research by 1st Financial Training services, 96% of unhappy customers don’t complain, 91% of those will simply leave and never come back. (.). Read more. Published in Provide Support Blog , 2017. Permalink | No comment.

Financial 151

Financial Feedback Study Customers 151

Provide Support

AUGUST 2, 2018

© 2003 - 2017 Provide Support LLC. And even if the customer has taken the survey offered, this often results in very generalized responses, which don’t give you as a company much insight about the customer or what their interests and difficulties are.(.). Read more. Published in Provide Support Blog , 2018. Permalink | No comment.

Feedback 74

Feedback Survey Customer Satisfaction Measurement 74