Kerry Bodine

JUNE 7, 2018

We’re often asked how the framework of customer jobs-to-be-done fits with the methodology of customer journey mapping. In other words: Ask not what your customers are doing with you. Instead, ask what your customers are trying to do, period. Your organization is the means by which your customers are achieving an end.

Customer Journeys 136

Customer Journeys Customer Focused Customer Confidence Banking 136

Steve DiGioia

SEPTEMBER 9, 2016

One of the Top 30 customer service experts in the world, Steve Curtin provides today’s guest post. NPS is a customer loyalty metric created by Fred Reicheld, Bain & Company and Satmetrix in 2003. Here’s why I like NPS so much as a KPI of customer service quality: Credibility. Thanks Steve! Click to find out how.

Customer Service 100

Customer Service Net Promoter Score NPS Hotels 100

ShepHyken

APRIL 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. My Comment: Data and personalization ate HOT topics in marketing and customer experience. Here are my top five picks from last week.

Net Promoter Score 81

Net Promoter Score Customer Service Self Service NPS 81

Customer Enthusiast

MAY 3, 2016

NPS is a customer loyalty metric created by Fred Reicheld, Bain & Company and Satmetrix in 2003. Essentially, it identifies customers as being Promoters, Passives or Detractors of an organization, company or brand based on their likelihood to recommend it to others. Don’t settle for ordinary. Choose extraordinary.

Net Promoter Score 40

Net Promoter Score Customer Service Hotels NPS 40