Win the Customer

DECEMBER 15, 2015

Whether your organization is a practitioner of Net Promoter Score (NPS) or some other method of determining customer loyalty and customer advocacy, it’s clear that promoters or loyal customers are critical to the long-term sustainability of the organization and typically result in lower costs to operations.

Infographics 52

Infographics Net Promoter Score Customer Experience NPS 52

Waypoint Group

JANUARY 14, 2015

” Or, “Our average score for tech support is 6.72 ” There are significant problems with these statements, many of which are well documented in a book called, The Flaw of Averages (Wiley, 2009) and also discussed briefly on this blog at [link]. Similar to the average American family with 2.2

B2B 40

B2B Net Promoter Score Effort Score NPS 40

Clarabridge

MARCH 2, 2017

Conventionally though, business tend towards customer satisfaction or Net Promoter Scores. In 2009 as social media took hold, a new category emerged: “A person like yourself”. Customers don’t share scores, they share their experience. Schlee claimed that he could almost predict sales on body language alone.

Measurement 49

Measurement Effort Score Net Promoter Score Social Media 49

SurveySensum

JULY 14, 2020

He founded Brainfood Consulting, an advisory and education service in 2009 and since then he is training professionals around the world on AI-Driven Customer Contact Strategies and Mobile-first customer service planning. As Head of Global NPS he set up best-in-class Net Promoter Score (NPS) programs throughout Europe and Asia.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Clarabridge

MARCH 2, 2017

Conventionally though, business tend towards customer satisfaction or Net Promoter Scores. In 2009 as social media took hold, a new category emerged: “A person like yourself”. Customers don’t share scores, they share their experience. Schlee claimed that he could almost predict sales on body language alone.

Measurement 40

Measurement Effort Score Net Promoter Score Social Media 40

West Monroe

NOVEMBER 29, 2021

American workers’ rates of daily stress, worry, sadness, and anger have been trending upward since 2009, according to Gallup. But this situation didn’t just come about during the pandemic. And these feelings translate into a burgeoning business issue. What might that look like?

Net Promoter Score 52

Net Promoter Score Healthcare First Call Resolution Survey 52

ChurnZero

AUGUST 4, 2023

Monitor net promoter scores (NPS) as a signal of waning customer satisfaction. For example, a pandemic (COVID-19) or an abrupt financial crisis (financial crisis of 2008-2009). Keep their goals and challenges top of mind and endear yourself as a trusted resource. This will help inform your plan of action.

Net Promoter Score 52

Net Promoter Score Customer Retention Financial Travel 52

ChurnZero

OCTOBER 30, 2023

In 2009, authors Rob Walker and Joshua Glenn devised a social experiment to find out. Are they completing NPS surveys? Look at renewal rates and Net Promoter Scores (NPS) do get a sense of how numbers have moved, or customer surveys and feedback for qualitative insights. The results were phenomenal.

Customer Success 52

Customer Success Net Promoter Score Case Study Conference 52