Lumoa
JUNE 14, 2023
You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). But the damage doesn’t stop there.
ijgolding
OCTOBER 21, 2014
Integrity is a word that few would associate with many industries in 2014 – it has been eroded so significantly since 2008. Recovery of poor experiences is well known to have a potentially galvanising effect on loyalty. Described by Nunwood as – being trustworthy and engendering trust. Resolution.
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Amity
MAY 5, 2016
Customer Churn. Customer Health Score. Customer Lifecycle. Customer Retention. Customer Success. Customer Success Manager. "Customer Health Score" makes a lot of sense - 5 Tips for Creating and Maintaining Customer Loyalty [link] via @mashable. Customer Lifecycle.
ShepHyken
APRIL 11, 2017
How do you use the Net Promoter Score® to retain your customers? How can you sell the C-Suite on the benefits of investing in Customer Retention? First Up: Shep Hyken’s opening comments focus on the Net Promoter Score®, which is the result of a survey question that asks a customer “How likely would you be to recommend us?”
ijgolding
MAY 11, 2016
I am writing this blog having just watched a Hollywood movie about the 2008 banking crisis – The Big Short, featuring Christian Bale, Steve Carell, Ryan Gosling and Brad Pitt is a tough watch – not because of the quality of the acting, but because of the almost completely unbelievable plot. It was very real.
Magellan Solutions
MARCH 24, 2020
Companies that outsource customer service have discovered and understood the fundamental element of business success — customer retention. Businesses exist because of customers. Customers rely on businesses to make their lives easier. This means that customer service, along with relevance, binds the two together.
PeopleMetrics
OCTOBER 22, 2015
It’s more relationship-driven than the customer effort or customer satisfaction metrics reviewed previously. In order for customers to actively promote a company, those companies must achieve a level of trust, understanding, loyalty, and delivery that extends beyond meeting basic customer needs. Linda Tanner. ,
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