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

Retently

AUGUST 22, 2018

However, in the pursuit of keeping their operational costs lower, airlines often compromise on one element that has become the crucial competitive differentiator – customer experience. In this article, we explore how Net Promoter Score® and data analytics can be used to dig deeper into customer issues and deliver better experiences.

Airlines 83

Airlines Customer Satisfaction NPS Net Promoter Score 83

ShepHyken

APRIL 11, 2017

Adam Dorrell on How to Monetize the Net Promoter Score. 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? The score is nice to know, but what does it mean to your business?

Net Promoter Score 83

Net Promoter Score NPS Customer Retention CRM 83

Customer Bliss

APRIL 11, 2017

Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He He’s currently the Senior CX Principal at Medallia, after being VP, Customer Experience and NPS at Sprint. The Origins Of Net Promoter Score. He arrived at that role in October 2007.)

NPS 163

NPS Net Promoter Score Wireless Call Center 163

Amity

MAY 5, 2016

Working in Customer Success, we hear the same terms all the time: ARR, Churn, MRR, Retention, SaaS, etc. This week, we looked at some commonly-used terms in the world of Customer Success and made a few discoveries on who tweeted it first. Customer Churn. Customer Health Score. Customer Lifecycle.

Net Promoter Score 57

Net Promoter Score Customer Success Multi-Channel Customer Retention 57

ShepHyken

MAY 26, 2017

This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. 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). Shep Hyken. seconds in 2009!

Metrics 91

Metrics Net Promoter Score Effort Score Customer Satisfaction 91

PeopleMetrics

OCTOBER 22, 2015

In our last post, we covered the difference between customer satisfaction and customer effort score. Both of those metrics are good for examining transactional elements of the customer experience. In this post, we’ll take a look at two more advanced fits: Net Promoter Score and customer engagement.

Net Promoter Score 48

Net Promoter Score Customer Engagement NPS Engagement 48