2005 Brands Net Promoter Score 
Thematic
SEPTEMBER 6, 2018
Are you wondering whether to invest in the Net Promoter Score (NPS) to improve your customer experience? In this post, we’re only focusing on Net Promoter Score. For more on the Net Promoter System , we recommend checking out resources like Bain & Company , and Customer Strategy to name only a couple).
Kerry Bodine
APRIL 30, 2019
Event #1: Net Promoter Score ® arrived on the scene. Fred Reichheld published The Ultimate Question: Driving Good Profits and True Growth on March 2, 2006, and the book’s cover included the words: “Introducing NPS—How leading firms transform ordinary customers into promoters.” Event #2: Social media went mainstream.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Kerry Bodine
APRIL 30, 2019
Event #1: Net Promoter Score ® arrived on the scene. Fred Reichheld published The Ultimate Question: Driving Good Profits and True Growth on March 2, 2006, and the book’s cover included the words: “Introducing NPS—How leading firms transform ordinary customers into promoters.” Event #2: Social media went mainstream.
Comm100
MARCH 2, 2022
In Acquia’s Customer Experience Trends Report surveying over 6,000 consumers worldwide, only 10% strongly agreed that ‘most brands meet their expectations for what they consider a good experience.’ Many of the expectations customers have of your brand arise from their interactions with other brands. Closing the Delivery Gap.
Bob Hayes
MAY 7, 2018
The Net Promoter Score (NPS), a metric used to gauge the health of the customer relationship, has been used by companies for years. Second, the calculation of the metric (a difference score) results in an ambiguous score that is difficult to interpret. 2006; Gruca & Rego, 2005). NPS Background.
Horizon CX
OCTOBER 2, 2023
Four isolated events quickly become 400, then 4,000, and then the brand takes shape. The Experience Gap is Alive and Kicking The experience gap (delivery gap, Bain & Company, 2005) is well known: 80% of CEOs say they deliver great experiences, whereas only 8% of customers agree. All I can say is that small things accumulate.
Bob Hayes
MAY 7, 2018
The Net Promoter Score (NPS), a metric used to gauge the health of the customer relationship, has been used by companies for years. Second, the calculation of the metric (a difference score) results in an ambiguous score that is difficult to interpret. 2006; Gruca & Rego, 2005). NPS Background.
Expert insights. Personalized for you.
54 
Let's personalize your content