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).
Horizon CX
OCTOBER 2, 2023
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. Success in training is measured by participation, not by a real increase in skills. Similar findings have been published over the years.
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Daniel Group
JULY 27, 2023
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. The chart below shows the NPS score for 12 months for each client in this group vs. the rate of issues for each one. Following are some things we have learned.
Daniel Group
JULY 27, 2023
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. The chart below shows the NPS score for 12 months for each client in this group vs. the rate of issues for each one. Following are some things we have learned.
Comm100
MARCH 2, 2022
However, while most large organizations collect operational data, many face difficulties with experiential data, which measures emotions and intentions rather than observable and objective stats. AI helps gain the former by collecting real-time customer feedback and analyzing the intent behind the words.
Win the Customer
DECEMBER 15, 2015
Whether your organization is a practitioner of Net Promoter Score (NPS) or some other method of determining customer loyalty and customer advocacy, it’s clear that promoters or loyal customers are critical to the long-term sustainability of the organization and typically result in lower costs to operations.
Beyond Philosophy
DECEMBER 28, 2020
Over the next 30 months, Maersk improved its Net Promoter Score (NPS)® by 40 points and led to a 10 percent increase in shipping volumes. Finally, we recommend that you measure those adjustments to ensure that you’re achieving the outcome that you want to achieve. These are core emotions.
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