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). Does it spell doom for your business?

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Retently

MARCH 18, 2019

Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers. After all, brands with high customer retention are usually companies with high NPS score.

Net Promoter Score 133

Net Promoter Score Omni-Channel Company NPS 133

ShepHyken

APRIL 11, 2017

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?” Repeat customers spend more.

Net Promoter Score 83

Net Promoter Score NPS Customer Retention CRM 83

CX Journey

FEBRUARY 27, 2019

I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. As the department head or business unit head what he/she has done to improve the experience since the last measurement.

Metrics 88

Metrics NPS Trends Financial 88

CX Journey

FEBRUARY 27, 2019

I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. As the department head or business unit head what he/she has done to improve the experience since the last measurement.

Metrics 80

Metrics NPS Trends Financial 80

PeopleMetrics

OCTOBER 22, 2015

In this post, we’ll take a look at two more advanced fits: Net Promoter Score and customer engagement. Net Promoter Score (often abbreviated as NPS) is a measure of a customer’s likelihood of recommending you to another person or company. When you want to benchmark your customer experience as a whole.

Net Promoter Score 48

Net Promoter Score Customer Engagement NPS Engagement 48

Wootric CX Blog

AUGUST 4, 2020

Divided by… How many new customers you gained in the same given time period. Customer Retention Cost (CRC). The cost of serving the customer is often overlooked in CLV calculation. The average customer lifespan is calculated in months. Prioritize customer experience above everything else.

Metrics 52

Metrics Effort Score Net Promoter Score Self Service 52