GetFeedback
OCTOBER 10, 2018
In 2003, business strategist Frederick Reichheld published an article in Harvard Business Review in which he states that “the only path to profitable growth may lie in a company’s ability to get its loyal customers to become, in effect, its marketing department.”. They’re not loyal to your brand and can easily switch to a competitor.
C3Centricity
OCTOBER 7, 2020
” In other words, people are always searching for ways to reduce their stress that is caused by cognitive dissonance when shopping and selecting brands. 2 Focus on Brand Commitment. In the book Spreading the Word , Tom Brown defined brand commitment as: “An enduring desire to maintain a relationship with a specific entity.”.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Experience Investigators by 360Connext
NOVEMBER 20, 2014
In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. The consistency in messaging, feel and reliability need to resonate through every channel, every step of the customer lifecycle, and this attention to the customer needs to start in the C-Suite.
Lumoa
NOVEMBER 8, 2018
Since 2003, when the metric was first introduced, NPS has been gaining popularity. NPS is often used to rate a brand, service or product in general. Net Promoter Score (NPS) As you could clearly see from the graph, NPS is the favourite customer experience metric among Nordic companies. Now most of Fortune500 companies, incl.
GetFeedback
SEPTEMBER 20, 2019
They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. . In 2003, loyalty consultant Fred Reichheld proposed a simple method to measure loyalty, called the Net Promoter Score ® (NPS ® ). .
Lumoa
APRIL 3, 2018
The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. In reality, most likely, you have already seen it: NPS consists of two questions: a scoring system (typically asked with " How likely are you to recommend your brand to a friend or colleague? ") and the "why"-question.
BlueOcean
FEBRUARY 7, 2019
Changing this approach and perspective is the first step in becoming a brand that your customers love. Consider that today’s consumers are loyal to the brands that personalize the experience, are instantly responsive to their needs, and are authentic in the way they deliver service. But where do we start? One Metric to Rule Them All.
Expert insights. Personalized for you.
170 
Let's personalize your content