Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). But what happens when your NPS score isn’t quite as rocketing as you’d like? So keep reading if you want to get your NPS score back on track and supercharge your CX efforts.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

PeopleMetrics

OCTOBER 22, 2015

In our last post, we covered the difference between customer satisfaction and customer effort score. In this post, we’ll take a look at two more advanced fits: Net Promoter Score and customer engagement. Using Net Promoter Score. Using Net Promoter Score. Detractors, who give any score from 0 to 6.

Net Promoter Score 48

Net Promoter Score Customer Engagement NPS Engagement 48

Customers Rock!

APRIL 14, 2010

We had a great discussion around listening to customers, gathering social media feedback and turning it into action inside of a company, and of course we talked about the NetPromoter score and how to use it strategically. Radio , I had the opportunity to have a conversation with Richard Owen, CEO of Satmetrix.

Social Media 154

Social Media Case Study Financial Banking 154

Qualtrics

JULY 9, 2019

For me, it’s been delightful to reconnect clinicians to the reason they went into healthcare, and invigorating to engage executive leaders on driving patient-centric strategy. A healthcare organization that sees 250,000 patients per year may have to make strategic decisions on feedback from fewer than 2,000 surveys. [3].

Healthcare 33

Healthcare Hospitality Survey Effort Score 33

Stella Connect

JANUARY 19, 2018

A 2008 call center coaching study revealed that “supervisors were spending a disproportionate amount of coaching time with the small population of best and worst performers, rather than with the largest population—the mid performers who can often have the greatest potential for improvement.” Ripe for Change: Your Low Performers.

Call Center 41

Call Center Training How To Average Handle Time 41

Chattermill

MAY 12, 2019

in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. Delivering Happiness underscores the importance of strong company culture, that making employees and colleagues happy will lead to higher engagement and better customer satisfaction. The Everything Store by Brad Stone. Made in America by Sam Walton.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Retently

AUGUST 22, 2018

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. billion per month in engaging customers, boosting promotional offerings and optimizing internal operations. Mean Satisfaction Score. On an average, the industry spends over $1.3

Airlines 83

Airlines Customer Satisfaction NPS Net Promoter Score 83