Remove 2006 Remove Competitive Advantage Remove Net Promoter Score
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The Financial Imperative of Best in Class Service

CSM Magazine

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.

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Leveraging NPS to Drive Revenue and ROI

SurveySensum

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

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What’s Next for Strategy?

C Space

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.