CSM Magazine

NOVEMBER 6, 2016

It’s around twenty years since businesses began to think seriously about customer service as a means of growing competitive advantage. The most commonly used customer service scoring systems include combining a Net Promoter Score (NPS) with a Customer Service Effort (CES) measurement to assess customer input versus output.

Financial 40

Financial Chief Customer Officer Net Promoter Score Effort Score 40

SurveySensum

SEPTEMBER 8, 2023

In 2006, Bain & Company conducted thorough research on Dell’s detractors and promoters. However, a detractor ends up costing the company $57 , while a satisfied promoter generates $328 in value. NPS increases customer loyalty: According to the 2017 Temkin research , promoters are 4.2 times more likely to buy again, 5.6

NPS 52

NPS ROI Social Media Effort Score 52

C Space

FEBRUARY 12, 2020

you think about your brand strategy in a world that no longer has sustainable competitive advantage to rely on? These innovations allow companies to create something new – after which they can enjoy a commercial advantage, for a while. In all markets, innovations happen. by Christina Stahlkopf (C Space) Skift.

Strategy 52

Strategy Net Promoter Score Customer Centricity Travel 52