Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Think about it. Probably not.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

SurveySensum

JULY 9, 2024

And because of this experience, the coffee giant currently enjoys an NPS score of 77, one of the highest in the sector! So, let’s explore some of the factors responsible for such a high score and such a huge loyal customer base. Key Drivers of Starbucks NPS Score 1. Their Loyalty Programs. Fascinating, right?

NPS 52

NPS Loyalty Loyalty Programs Effort Score 52

InteractionMetrics

JUNE 19, 2023

In contrast, companies with an appointed CX director aim to improve customer relationships at all touchpoints — packaging, store layout, customer service, onboarding, repairs, billing, product returns, and more — not just the products and websites. What are the potential barriers? What is the challenge?

Loyalty 52

Loyalty Net Promoter Score Touchpoint User Experience 52

ShepHyken

MAY 26, 2017

This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. Companies that track and measure their customer service have a competitive advantage. seconds in 2008 with a mind boggling 19.19 Net Promoter Score (NPS). Customer Satisfaction score (CSAT).

Metrics 92

Metrics Net Promoter Score Effort Score Customer Satisfaction 92

Clicktools

JANUARY 27, 2017

Net Promoter Score® (NPS®). Fred Reichheld’s Net Promoter Score (NPS), the first and most widely known survey methodology, determines customer loyalty. This method was certainly instrumental in the wider adoption and popularity of customer-centric strategies, but NPS has also been widely criticized.

NPS 49

NPS Net Promoter Score Survey Effort Score 49

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Chattermill

MAY 12, 2019

Here are the 20 must read books we ended up with: Our Favourite Books on Customer Experience. The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick DeLisi. Zappos founder Tony Hsieh’s book is essential reading for all customer experience professionals.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56