Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. Posts also included results of a few research studies that identified key drivers of business growth, biases in customer metrics and redundancy of Net Promoter Scores. blog posts for 2014 were: Got Empathy? :

Metrics 76

Metrics Net Promoter Score Data NPS 76

Alida

MARCH 21, 2018

Data from key indicators such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) studies only deliver trend line data that is either going up or going down, when what teams need is insight into the key drivers of change at a more granular level. Relationships bring better customer experiences.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

Experience Matters

NOVEMBER 4, 2015

This is the fourth year of the ratings, here are links to the 2012 , 2013 , and 2014 ratings. The average score this year, 59%, represents a six percentage-point increase over last year and is the highest score achieved since the ratings’ inception in 2012. This product has a report (.pdf) pdf) and a dataset (excel).

Report 120

Report Net Promoter Score Effort Score Innovation 120

Kayako

MARCH 14, 2022

How do Telecom companies keep satisfied customers and encourage customer loyalty? Net Promoter Score (NPS). The net promoter score measures how likely a customer recommend your company to family, friends, or colleagues. The cost of acquiring new customers is up to 25 times higher than retaining them.

Net Promoter Score 156

Net Promoter Score Company Customer Service Social Media 156

ijgolding

MAY 20, 2015

In August 2014, as a result of the experiences I had with Enterprise, I had become a firm ‘promoter’ of their brand. In August 2014, I would have given Enterprise a score of 9 or 10 out of 10 if I were to be asked the Net Promoter Score question. A promoter is an advocate of your business.

Net Promoter Score 120

Net Promoter Score How To Effort Score Lifetime Customer 120

Avaya

OCTOBER 10, 2016

There may be no greater indicator of a company’s value in the eyes of its customers than its Net Promoter Score (NPS)—a measure of the willingness of a customer to recommend a company’s products or services to others. Raising an NPS isn’t easy. How did we do it?

Net Promoter Score 40

Net Promoter Score NPS Effort Score Roadmap 40

delighted

OCTOBER 22, 2019

The value of a strong Net Promoter Score (NPS) is that it can indicate if your business is delivering on the promises that it’s making to customers. Net Promoter Score surveys measure customer loyalty by identifying customers as promoters, passives, and detractors. What is NPS?

Net Promoter Score 41

Net Promoter Score Case Study Study NPS 41

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Moreover, at least two-thirds of Fortune 1000 companies pore over their NPS results religiously, using the metric as a barometer of customer satisfaction and loyalty.

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

Beyond Philosophy

OCTOBER 24, 2014

1 Attraction ” on Thursday, October 30th, 2014. 1 Attraction” on Thursday, October 30th, 2014. If you want to learn more about what Downie and his team did to become the #1 Attraction on Trip Advisor UK, please come to our Webinar, “ How to Become TripAdvisor’s No.1 I couldn’t agree more. 3 Steps to Becoming #1 on Trip Advisor.

ROI 74

ROI Net Promoter Score CEM Conference 74

Kayako

DECEMBER 31, 2015

Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. This article will walk you through many different levels of customer loyalty. This post dips into excellent ways of increasing customer satisfaction and loyalty, and that is simply by making phone line support available.

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

Retently

AUGUST 22, 2018

In this article, we explore how Net Promoter Score® and data analytics can be used to dig deeper into customer issues and deliver better experiences. The 2014 US Consumer Airlines study. Measure Your Net Promoter Score. Retently makes it easy to measure the NPS score of your brand.

Airlines 73

Airlines Customer Satisfaction NPS Net Promoter Score 73

ShepHyken

APRIL 18, 2017

First Up: Shep Hyken’s opening comments focus on April being customer loyalty month. Customer loyalty should be a year-round focus, and not just a monthly effort, but let’s take this month to celebrate. For example, with quantitative data you can examine Net Promoter Scores as well as churn rates.

Net Promoter Score 75

Net Promoter Score Effort Score Customer Retention Loyalty 75

Customer Bliss

APRIL 26, 2016

The team ensures that customer-facing employees are empowered and equipped with the tools, training, processes, and support they need to consistently deliver an outstanding customer experience — creating loyalty and driving growth in the process. 19:53: One of the initial metrics the customer room provides is NPS, or net promoter score.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

Experience Matters

APRIL 7, 2015

They make them feel valued, inspire their loyalty, and earn their business. It empowers customer champions, informs successful marketing activities, drives process and product improvements, and ultimately improves customer loyalty and the bottom line. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Beyond Philosophy

JUNE 12, 2015

over the four quarters of 2014). RICOH Canada recently increased their Net Promoter Score (NPS) from 25 to 59 in 30 months, an improvement of 34 points using many of our philosophies. I also worry about the plateau/decline (from 76.2 That’s a trend we need to keep an eye on before it goes down more.

Net Promoter Score 60

Net Promoter Score Customer Experience NPS Trends 60

CSM Practice

FEBRUARY 24, 2020

Customer Effort Score (CES) measures how much effort a customer has to exert to accomplish a task such as signing up for a trial, upgrading a subscription, renewal, requesting for training. The ease of these experiences forms the basis for customer loyalty which is crucial to business growth in a competitive landscape.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

Beyond Philosophy

JULY 9, 2015

My regular readers know that how your Customers feel about your experience is a big part (over 50% based on our research) of how they feel about your brand and their loyalty to it. Are Women Better at Building Customer Relationships and Loyalty? My angle is typically about Customer Experience. To see the Nielsen chart, click here.

Brands 60

Brands Net Promoter Score Effort Score Case Study 60

Beyond Philosophy

APRIL 7, 2016

Customer Satisfaction score to denote the health of the economy. Since 1994, the ACSI score rose from 74.8 by the end of 2014. The scores then show a steady decline across all four quarters last year, ending at 73.4. ACSI uses an overall U.S. in 2013 —and then dropped to 75.2 You can see the whole chart here.

Net Promoter Score 60

Net Promoter Score CEM Consulting Customer Satisfaction 60

Beyond Philosophy

APRIL 7, 2016

Customer Satisfaction score to denote the health of the economy. Since 1994, the ACSI score rose from 74.8 by the end of 2014. The scores then show a steady decline across all four quarters last year, ending at 73.4. ACSI uses an overall U.S. in 2013 —and then dropped to 75.2 You can see the whole chart here.

Net Promoter Score 60

Net Promoter Score CEM Consulting Customer Satisfaction 60

Beyond Philosophy

JUNE 16, 2015

According to their findings in a 2014 Nielsen study , 69% of opinion elite respondents try to learn more about the companies with which they are going to do business. However, these days, some headlines hang around longer than you would like, contributing to a reputation for the brand. And they have more influence than you thought, too.

Net Promoter Score 60

Net Promoter Score Social Media Advertising Case Study 60

Retently

JUNE 4, 2018

“It’s not the score that matters; it’s what you do with it to make promoters that really counts.”. The quote pretty much sums up the whole purpose of adopting Net Promoter Score ® – using the captured insights to close the feedback loop. Fred Reichheld, Bain & Company. Detractors: delight them.

Feedback 60

Feedback Net Promoter Score NPS Effort Score 60

ClearAction

JULY 3, 2017

We’ve had double digit increases in our net promoter score since we’ve transformed our program in 2013.” (I’m Holistic refers to the entire customer lifecycle , the entire process from voice-of-the-customer to transformation to loyalty-building, and the entire company engaged in concerted passion for customers’ well-being.

Engagement 66

Engagement Customer Experience Net Promoter Score Self Service 66

CSM Practice

FEBRUARY 24, 2020

Customer Effort Score (CES) measures how much effort a customer has to exert to accomplish a task such as signing up for a trial, upgrading a subscription, renewal, requesting for training. The ease of these experiences forms the basis for customer loyalty which is crucial to business growth in a competitive landscape.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 24, 2020

Customer Effort Score (CES) measures how much effort a customer has to exert to accomplish a task such as signing up for a trial, upgrading a subscription, renewal, requesting for training. The ease of these experiences forms the basis for customer loyalty which is crucial to business growth in a competitive landscape.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? As we move into 2014, companies will be more focused than ever on the customer centric organization. As we move into 2014, companies will be more focused than ever on the customer centric organization. It is abundantly clear that the future is very bright for customer success!

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

CSM Practice

FEBRUARY 24, 2020

5. Net Promoter Score (NPS). Net Promoter Score is a widely used metric that quantifies customer satisfaction and loyalty using simple surveys. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services.

Metrics 52

Metrics Net Promoter Score Customer Success Customers 52

CSM Practice

FEBRUARY 24, 2020

5. Net Promoter Score (NPS). Net Promoter Score is a widely used metric that quantifies customer satisfaction and loyalty using simple surveys. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services.

Metrics 52

Metrics Net Promoter Score Customer Success Customers 52

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

delighted

JUNE 21, 2019

According to the same study, a strong customer experience garners “up to a 16% price premium on products and services, plus increased loyalty.”. In 2014, they specifically used NPS surveys to validate an operational change to their shipping process. Companies who understand their customers reap the benefits.

Feedback 55

Feedback Net Promoter Score Effort Score Survey 55

Tricia Morris

JUNE 4, 2015

A perception of authenticity, notes the report, translates into more than half of all respondents giving their loyalty to that company, saying that they would buy from that company over and above any competitors, and that they would recommend the brand to friends and family. Would you say that Brand X is honest and trustworthy, or not?

Brands 40

Brands Customer Service Net Promoter Score Survey 40

Clarabridge

MARCH 8, 2017

The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines. Financial regulatory laws strictly govern the handling of complaints in banks and other financial institutions. This record-breaking number was an increase of about 40% over 2013, which was the previous high.

Banking 45

Banking Management Net Promoter Score Financial 45

Clarabridge

MARCH 8, 2017

The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines. Financial regulatory laws strictly govern the handling of complaints in banks and other financial institutions. This record-breaking number was an increase of about 40% over 2013, which was the previous high.

Banking 45

Banking Management Net Promoter Score Financial 45

Grade.us

JUNE 2, 2020

When you’ve invested in review management, on the one hand, you’re deciding to proactively generate reviews from your customers to drive loyalty, celebrate your happiest evangelists, and create valuable user generated marketing materials. Net promoter scores. Multiple request modes. Auto-tagging.

Software 47

Software Management Net Promoter Score Multi-Channel 47

SurveySparrow

SEPTEMBER 21, 2020

NPS (Net Promoter Score) Surveys. Well, surveys are one of the most crucial strategies to improve customer loyalty. You can take Frito-Lay’s example to understand how online surveys can transform into customer loyalty machines. Customer Satisfaction Surveys. Marketing and Product Surveys. Event Surveys.

ROI 45

ROI Survey Return on Investment Social Media 45

SurveySparrow

JANUARY 24, 2020

Since its launch in 2014, Slack has been accumulating users in the millions and is considered as the fastest growing business app in all of history. Net Promoter Score is an indicator of customer experience and a predictor of business growth. We’re not even satisfied if they renew. What is NPS?

NPS 52

NPS Survey Net Promoter Score Insurance 52

SurveySparrow

FEBRUARY 18, 2024

Zonka Feedback : For Comprehensive Multi-Channel Feedback Source: zonkafeedback.com It was founded by Sonika Mehta and Rajiv Mehta in the year 2014. 5 Capterra 4.8/5 Zonka Feedback presents an alternative to Customer Thermometer with its emphasis on comprehensive multi-channel feedback collection.

Multi-Channel 52

Multi-Channel CRM Tourism e-support 52

Smith+co CX

FEBRUARY 19, 2014

The way that many brands, particularly banks, market credit cards for example, encourages promiscuity rather than loyalty. February 2014 - Barclays pays bonuses of £2.4 It has not only achieved the highest Net Promoter Scores in its sector, but more importantly, has happy customers writing about their relationship.

Net Promoter Score 34

Net Promoter Score Banking Brands Survey 34