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.”. They’re not loyal to your brand and can easily switch to a competitor.
Experience Investigators by 360Connext
NOVEMBER 20, 2014
In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. The consistency in messaging, feel and reliability need to resonate through every channel, every step of the customer lifecycle, and this attention to the customer needs to start in the C-Suite.
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Lumoa
NOVEMBER 8, 2018
Since 2003, when the metric was first introduced, NPS has been gaining popularity. NPS is often used to rate a brand, service or product in general. Net Promoter Score (NPS) As you could clearly see from the graph, NPS is the favourite customer experience metric among Nordic companies. Now most of Fortune500 companies, incl.
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. It was a wakeup call for Comcast and every other big brand.
GetFeedback
SEPTEMBER 20, 2019
They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. . In 2003, loyalty consultant Fred Reichheld proposed a simple method to measure loyalty, called the Net Promoter Score ® (NPS ® ). .
Lumoa
APRIL 3, 2018
The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. In reality, most likely, you have already seen it: NPS consists of two questions: a scoring system (typically asked with " How likely are you to recommend your brand to a friend or colleague? ") and the "why"-question.
AskNicely
AUGUST 29, 2018
The Net Promoter Score framework arrived in 2003, and since then organizations have been trying to answer that question. Brands that embrace these new NPS best practices unlock accelerated growth and long-term advocacy because they possess an advantage on customer experience. Traditionally, NPS was viewed as a boardroom-only metric.
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