Beyond Philosophy

DECEMBER 28, 2020

Over the next 30 months, Maersk improved its Net Promoter Score (NPS)® by 40 points and led to a 10 percent increase in shipping volumes. In research that we did with London Business School back in 2005 for my book The DNA of Customer Experience: How Emotions Drive Value , we discovered that 20 emotions drive and destroy value.

Culture 97

Culture Net Promoter Score Consulting Effort Score 97

Daniel Group

JULY 27, 2023

We started work with our first dealer in 2005 because management wanted to (1) know what customers thought about their service and (2) identify ways to improve it. While the OEM has played and is playing an important role, this is still a dealer-led effort. Following are some things we have learned. Customers do like to talk.

NPS 52

NPS Net Promoter Score Effort Score Groups 52

Daniel Group

JULY 27, 2023

We started work with our first dealer in 2005 because management wanted to (1) know what customers thought about their service and (2) identify ways to improve it. While the OEM has played and is playing an important role, this is still a dealer-led effort. Following are some things we have learned. Customers do like to talk.

NPS 52

NPS Customer Experience Net Promoter Score Effort Score 52

ReviewTrackers

MARCH 29, 2017

The data is reported to the “ HCAHPS data warehouse,” analyzed by CMS, and reported on Hospital Compare , a comprehensive resource created through the efforts of CMS in collaboration with organizations representing consumers, hospitals, doctors, employers, accrediting organizations, and other federal agencies.

Feedback 0

Feedback Survey Hospitality Healthcare 0

Magellan Solutions

FEBRUARY 2, 2022

With such relentless efforts, the industry’s projected total income range would reach $29.09 2005 : The Philippine BPO industry contributed 2.4% In fact, the International company Education First ranked the Philippines 27th in its 2020 English Proficiency Index (EF EPI) , with the country garnering a score of 562 out of 700.

Call Center 75

Call Center Industry Contact Center Government 75

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. Net Promoter Score – the customer loyalty metric. Is the Net Promoter Score too simple? The score alone won’t tell you. 3 benefits of NPS.

Net Promoter Score 54

Net Promoter Score NPS Effort Score Feedback 54

Beyond Philosophy

JUNE 16, 2022

My second book was Revolutionize Your Customer Experience (Palgrave MacMillan, 2005), about customer-centricity. Then, track customer satisfaction scores and revenue to show that your customer strategy works. However, let’s assume that Christine would like to stay. What can we do to help her turn things around?

Voice of Customer 78

Voice of Customer Customer Centricity Culture Consulting 78

ProProfs Chat

DECEMBER 23, 2019

In spite of such efforts, why do you see so many businesses struggling to get customer centricity on track? But it is not just about customer satisfaction surveys or getting to track the Net Promoter Score although both can be part of the overall equation. The Disney Magicband is the result of their customer journey mapping efforts.

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

SurveySensum

SEPTEMBER 8, 2023

And by focusing on improving NPS scores with an efficient NPS software , businesses can prioritize strategies that lead to sustainable growth. In other words, they may have a high or low NPS score but do not fully understand how this score directly impacts their revenue or overall business success.

NPS 52

NPS ROI Social Media Effort Score 52

Second to None

JANUARY 22, 2019

Since 2005, TeleSign has tapped into the world’s growing reliance on mobile text and web-based technology. Its mobile verification SDK, App Verify , minimizes friction while protecting customers and merchants, while its data intelligence API, Score , helps businesses proactively predict and block fraud during user registration.

Telecommunications 48

Telecommunications B2C Voice of Customer Effort Score 48

Thematic

SEPTEMBER 24, 2018

Seemingly, eHarmony does not get a great score (ouch!). The result is the same for people who have given it 1 and 2 stars and for all other scores. In 2005, it was 29%, so people are becoming more open to the idea of finding love online. Tinder (2.9). Bumble (2.5). eHarmony (1.9). Almost everyone has a dating profile these days?

Effort Score 54

Effort Score Entertainment Fashion Comparison 54

Currency Alliance

NOVEMBER 16, 2021

Because many brands spend so little effort defining the mix of options in their reward catalogs, the investment in acquiring new members is often wasted. A formula I started using many years ago helps evaluate how much motivation can be created: Motivation = Perceived Value of the Reward * Likeliness of Earning It * (1- the effort).

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

Because many brands spend so little effort defining the mix of options in their redemption catalogs, the investment in acquiring new members is often wasted. A formula I started using many years ago helps evaluate how much motivation can be created: Motivation = Perceived Value of the Reward * Likeliness of Earning It * (1- the effort).

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

SmartKarrot

MAY 28, 2020

With more and more companies dealing with massive amounts of data ever since the boom of digital age in the last decade (to be specific somewhere around 2005), the cyber attackers have been presented with the greater opportunities to expose millions of records of the companies’ customers that are dealing with their private information.

Company 10

Company Effort Score Insurance Data 10