Experience Matters

JULY 9, 2015

Every couple of years, I get a resurgence of questions about Net Promoter ® Score (NPS ® ). These surges typically coincide with research that shows how NPS is either an excellent predictor or a terrible predictor of company performance. That data often ignites a religious battle between the NPS lovers and NPS haters.

Net Promoter Score 120

Net Promoter Score NPS Customer Centricity Metrics 120

Experience Matters

JULY 11, 2018

The post What is Net Promoter Score? Video) appeared first on Customer Experience Matters®. It’s a great video to share across your organization if you are using or considering using NPS. If you’d like more information, check out our NPS/VoC program resources. This video is a great Read More.

Net Promoter Score 36

Net Promoter Score Video NPS Metrics 36

Experience Matters

OCTOBER 15, 2014

In terms of metrics, our analysis shows that satisfaction and Net Promoter Score work most successfully at the relationship level, whereas Customer Effort Score works most successfully at the transactional level. The bottom line: VoC programs have a lot of maturing to do.

Report 251

Report Customer Connectedness Net Promoter Score Effort Score 251

Experience Matters

SEPTEMBER 11, 2017

The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017.

NPS 267

NPS Net Promoter Score Report B2B 267

Lumoa

MARCH 20, 2018

Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. Properly integrated customer experience KPIs will expand their influence over the whole organisation and should be also followed by the whole organisation.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Lumoa

MARCH 20, 2018

Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. Properly integrated customer experience KPIs will expand their influence over the whole organisation and should be also followed by the whole organisation.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Experience Matters

JANUARY 20, 2015

This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Experience Matters

SEPTEMBER 14, 2016

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2016, The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous four years.

NPS 120

NPS Net Promoter Score Report B2B 120

Experience Matters

SEPTEMBER 16, 2015

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2015 , The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous three years.

NPS 120

NPS Net Promoter Score Report B2B 120

GetFeedback

MAY 9, 2019

Customer-centric culture: Your company’s brand values must align with putting the customer’s needs first and fostering customer sympathy. And your programs and processes should reinforce customer connectedness. For a VoC program to work, you must identify the most important metrics to measure.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Experience Matters

DECEMBER 22, 2015

Companies are most effective at measuring customer service and phone interactions and least effective at measuring the experiences of prospects and customers who have defected. P.S. Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld.

Metrics 120

Metrics Report Net Promoter Score Effort Score 120

Qualtrics

FEBRUARY 1, 2019

Companies must be customer-centric and provide an excellent customer experience or they’ll risk high customer churn. With rising customer expectations, companies have an opportunity to join and advocate for this new level of customer connectedness and reap the benefits of increased business performance.

Customer Centricity 20

Customer Centricity Customer Connectedness Innovation Study 20