Retently
MARCH 23, 2023
Since not all NPS® data is public, and most brands aren’t eager to publish their low Net Promoter Score, we’ve taken several steps to find reliable customer satisfaction data that we can use to compare brands: Whenever possible, we’ve sourced data from various NPS benchmarks to gain a picture of the general NPS range within an industry.
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.
Customer Bliss
APRIL 11, 2017
Here, we discuss the critical factors in embedding this approach not as survey-score chasing, but business transformation. He arrived at that role in October 2007.) While at Intuit, Brian won CEO Leadership Awards in 2007 and 2009, as well as Scott Cook Innovation Awards in 2006 and 2008. The Origins Of Net Promoter Score.
Bob Hayes
MAY 7, 2018
The Net Promoter Score (NPS), a metric used to gauge the health of the customer relationship, has been used by companies for years. Second, the calculation of the metric (a difference score) results in an ambiguous score that is difficult to interpret. First, the “research” behind the NPS claims is flawed.
Bob Hayes
MAY 7, 2018
The Net Promoter Score (NPS), a metric used to gauge the health of the customer relationship, has been used by companies for years. Second, the calculation of the metric (a difference score) results in an ambiguous score that is difficult to interpret. First, the “research” behind the NPS claims is flawed.
Beyond Philosophy
MAY 8, 2019
Now, when I say value, I’m talking about which emotions make people spend more money, and make people give you better Net Promoter Scores. These results were also published in my third book, The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007). This area is marketing’s job.
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