InMoment XI
OCTOBER 10, 2022
Whether you send out a standard survey via email or leverage the Net Promoter Score question in-app, knowing some statistics and trends can help you ensure that you get adequate feedback that helps build your business. Source: “Email Customer Service in North American Small and Medium Businesses” by BenchmarkPortal , 2005).
Kerry Bodine
APRIL 30, 2019
Event #1: Net Promoter Score ® arrived on the scene. Fred Reichheld published The Ultimate Question: Driving Good Profits and True Growth on March 2, 2006, and the book’s cover included the words: “Introducing NPS—How leading firms transform ordinary customers into promoters.” And it was dead simple to understand.
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Kerry Bodine
APRIL 30, 2019
Event #1: Net Promoter Score ® arrived on the scene. Fred Reichheld published The Ultimate Question: Driving Good Profits and True Growth on March 2, 2006, and the book’s cover included the words: “Introducing NPS—How leading firms transform ordinary customers into promoters.” And it was dead simple to understand.
ijgolding
MAY 20, 2015
Taylor, by 2005, Enterprise Rent-A-Car’s customer service had been recognized seven times by J.D. In August 2014, I would have given Enterprise a score of 9 or 10 out of 10 if I were to be asked the Net Promoter Score question. A promoter is an advocate of your business. Most of all, I TRUSTED them.
Daniel Group
JULY 27, 2023
At The Daniel Group, we truly have learned how to help our clients generate NPS growth. How do we know this? We started work with our first dealer in 2005 because management wanted to (1) know what customers thought about their service and (2) identify ways to improve it. NICE Systems, Inc., and Fred Reichheld.
Horizon CX
OCTOBER 2, 2023
The Gate Agent has never performed this task before and does not know how to do it. The Experience Gap is Alive and Kicking The experience gap (delivery gap, Bain & Company, 2005) is well known: 80% of CEOs say they deliver great experiences, whereas only 8% of customers agree. ME: How many more do we need?
Kerry Bodine
APRIL 30, 2019
Event #1: Net Promoter Score ® arrived on the scene. Fred Reichheld published The Ultimate Question: Driving Good Profits and True Growth on March 2, 2006, and the book’s cover included the words: “Introducing NPS—How leading firms transform ordinary customers into promoters.” And it was dead simple to understand.
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