Beyond Philosophy
JULY 12, 2016
Here’s a summary which encapsulates the difference between satisfaction and loyalty as metrics, expressed by Susan Wyse of Snap Surveys in a June, 2012 post: “Customer Satisfaction is a measurement of customer attitudes regarding products, services, and brands. Customer Loyalty on the other hand has two definitions.
Service Untitled
SEPTEMBER 8, 2010
Service Untitled The blog about customer service and the customer service experience. Senior leadership must motivate employees by nurturing career development, integrity, and dedication. Leaders can not just assume what factors motivate employees. Make employee engagement an important part of the process.
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Beyond Philosophy
NOVEMBER 10, 2014
In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.
Retently
SEPTEMBER 17, 2018
Because NPS is related to a company’s growth and customer retention levels. And if they do the latter, it’s safe to assume those people are loyal customers. Plus, companies with engaged employees outperform businesses without engaged employees by a whopping 202%. Example of Apple Watch NPS survey.
Beyond Philosophy
JUNE 4, 2015
Just on the basis of comparison to the S & P 500, the public companies singled out by Firms of Endearment returned 1,026 percent for investors over the 10 years ending June 30, 2006, compared to 122 percent for the S & P 500, more than an 8 to 1 ratio. Bottom line: Being human is good for the balance sheet as well as stakeholders.
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