Lumoa
SEPTEMBER 16, 2022
Net Promoter Score in a nutshell. NPS, or Net Promoter Score, is a market metric that is used in many industries because it is an easy way to quantify how loyal customers are. In a nutshell, the Net Promoter Score asks “how likely would you be to recommend” a product or service to others.
Experience Investigators by 360Connext
APRIL 23, 2024
Let’s explore customer experience management (CEM), its pivotal role in shaping customer lifetime value , and strategies for measuring the return on investment of CX initiatives. Understanding Customer Experience Management (CEM) Let’s start at the beginning. CEM is no different, but tracking metrics alone is not a strategy.
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Lumoa
APRIL 7, 2022
Net Promoter Scores are always an interesting topic of conversation, and industry NPS benchmarks even more so. A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. An NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.
Beyond Philosophy
NOVEMBER 10, 2014
In an article about the moments of truth in customer service, McKinsey & Company revealed that 70% of customers at a bank reduced their commitment when they had a bad Customer Experience. That article also revealed that 85% of customers that had a good relationship with the bank increased their commitment. www.mckinsey.com.
CloudCherry
DECEMBER 1, 2018
What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it. Here are three areas from the CloudCherry CEM Platform that provide valuable and useful data to drive change. The members expect a lot from their credit union.
CloudCherry
OCTOBER 19, 2018
What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it. Here are three areas from the CloudCherry CEM Platform that provide valuable and useful data to drive change. The members expect a lot from their credit union.
Experience Investigators by 360Connext
OCTOBER 9, 2019
Collecting feedback, measuring Net Promoter Score (NPS) or Customer Satisfaction rates or any combination of metrics is not serving your customers if you don’t think bigger about what all of that data means and how you should act on it. .” This is a tall order for Intern Joe, but that’s how he was introduced.
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