Alida
MARCH 23, 2017
Net Promoter Score (NPS) was first introduced in 2003 as a way to measure customer satisfaction based on consumers’ responses to one simple question: “How likely are you to recommend our service to a friend or colleague?” At the time, it offered decision makers an easy and effective way to measure loyalty. That’s a $1.6
Provide Support
NOVEMBER 21, 2017
To connect with new customers don’t try to get inside their heads. Create an emotional connection. Some of the world’s most successful business leaders know that attracting customers and winning their loyalty isn’t merely about the product or service. When companies connect with customers’ emotions, the payoff can be huge.
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Lumoa
NOVEMBER 8, 2018
The churn or retention rate are usually used to understand the connection between the customer experience management and its monetary value. Since 2003, when the metric was first introduced, NPS has been gaining popularity. Loyalty is about whether a company can deliver - does it meet/exceed expectations?
Customer Bliss
APRIL 11, 2017
Fred Reichheld had already written several books on loyalty. In 2003, he had lunch with Scott Cook, the founder of Intuit. They wanted a more universal metric for customer satisfaction and, in March 2003, they implemented it at Intuit. NPS needed to be connected to business growth immediately to be seen as successful.
Retently
OCTOBER 16, 2023
In a 2003 Harvard Business Review article , Fred Reichheld introduced Net Promoter Score® as a new measure of customer loyalty and satisfaction. As a result, the obtained feedback was insightful, yet general, not connected to a specific feature, transaction, or process in the company.
C3Centricity
OCTOBER 7, 2020
It’s not only the great product or service that generates loyalty but the implicit message that “you matter to us!” Anything you can do to show customers that you value their business, especially when it is unanticipated, will build loyalty. Offer solutions that connect to the mental relevancy of your customers.
Provide Support
JANUARY 6, 2020
Another trend is convenience of connecting with a company. This is convenience that will drive repeating sales and customer loyalty. (.). © 2003 - 2017 Provide Support LLC. Thus the gap between expectations and reality may widen for some companies. As a result customers will walk away searching for better experience. Read more.
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