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Guest Blog: In the CX world, tracking these metrics is a way of life!

ShepHyken

Companies that track and measure their customer service have a competitive advantage. seconds in 2008 with a mind boggling 19.19 Net Promoter Score (NPS). The Net Promoter Score needs no grand introduction. Customer Satisfaction score (CSAT). Shep Hyken. seconds in 2009!

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Top 20 Books Every Customer Experience Professional Needs to Read Now

Chattermill

in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. Reichfield is the creator of oft-used CX metric, the Net Promoter Score (NPS), and The Ultimate Question 2.0, Zappos founder Tony Hsieh’s book is essential reading for all customer experience professionals. The Ultimate Question 2.0