Bob Hayes

MAY 7, 2018

In 2003, the Net Promoter Score (NPS) was formally introduced by Fred Reichheld, and, today, it is used by many of today’s top businesses to monitor and manage customer relationships. Specifically, they have said: The NPS is “the best predictor of growth,” (Reichheld, 2003). NPS Background. For example, Keiningham et al.

NPS 89

NPS Net Promoter Score Data Loyalty 89

Bob Hayes

MAY 7, 2018

In 2003, the Net Promoter Score (NPS) was formally introduced by Fred Reichheld, and, today, it is used by many of today’s top businesses to monitor and manage customer relationships. Specifically, they have said: The NPS is “the best predictor of growth,” (Reichheld, 2003). NPS Background. For example, Keiningham et al.

NPS 86

NPS Net Promoter Score Data Loyalty 86

Ann Michaels and Associates

DECEMBER 18, 2018

Here are some innovative ways business leaders can excite their customers in this impersonal, digital age: 1. Survey customers to better understand them. It sounds simple enough, but yet most businesses do not implement effective surveys. What’s the best way to learn what excites customers?

Innovation 60

Innovation Customer Experience Social Media Banking 60

Chattermill

OCTOBER 14, 2018

Companies need a simple method to measure and manage customer loyalty in real time. In 2003, Frederick F. Following two years of research, measuring the link between survey responses of individual customers of a company and those individuals’ actual referral and purchase behaviour. Relational Surveys.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Survey 40

Chattermill

OCTOBER 14, 2018

Companies need a simple method to measure and manage customer loyalty in real time. In 2003, Frederick F. Following two years of research, measuring the link between survey responses of individual customers of a company and those individuals’ actual referral and purchase behaviour. Relational Surveys.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Survey 40

Chattermill

SEPTEMBER 3, 2018

Companies need a simple method to measure and manage customer loyalty in real time. In 2003, Frederick F. Following two years of research, measuring the link between survey responses of individual customers of a company and those individuals’ actual referral and purchase behaviour. Relational Surveys.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Survey 40

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Metrics 432

Metrics Net Promoter Score Effort Score Customer Experience 432

Lumoa

APRIL 3, 2018

The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. That time, customer experience management was still unknown to the most of the business doers. The “why”-question is the golden source for your customer experience management. The Net Promoter: what is it?

Net Promoter Score 337

Net Promoter Score NPS Touchpoint Feedback 337