Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? Guess what? So, how can this be?

Customer Satisfaction 88

Customer Satisfaction Effort Score Competitive Advantage Self Service 88

Comm100

MARCH 2, 2022

One of the things organizations can do when faced with customer feedback indicating expectations are not being satisfied is reevaluating their approach to customer experience management. There are three distinct approaches for a customer experience management program. Closing the Delivery Gap.

Customer Expectations 130

Customer Expectations Net Promoter Score Effort Score Policies 130

Lumoa

JANUARY 23, 2018

If you work in a big company with large number of customers (or users), you most probably receive a lot of feedback: people write about their experiences, complain about the things that do not work and tell about the things they love. Some companies use other metrics , such as Customer Effort Score or Customer Satisfaction.

Analytics 304

Analytics NPS Financial Analysis 304

Bob Hayes

MAY 7, 2018

2007), using the same technique employed by Reichheld to show the relationship between NPS and growth, used survey results from the American Customer Satisfaction Index (ACSI) to create scatterplots to show the relationship between satisfaction and growth. 2006; Gruca & Rego, 2005). For example, Keiningham et al.

NPS 89

NPS Net Promoter Score Data Loyalty 89

Bob Hayes

MAY 7, 2018

2007), using the same technique employed by Reichheld to show the relationship between NPS and growth, used survey results from the American Customer Satisfaction Index (ACSI) to create scatterplots to show the relationship between satisfaction and growth. 2006; Gruca & Rego, 2005). For example, Keiningham et al.

NPS 86

NPS Net Promoter Score Data Loyalty 86