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). Moreover, at least two-thirds of Fortune 1000 companies pore over their NPS results religiously, using the metric as a barometer of customer satisfaction and loyalty.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

InteractionMetrics

JUNE 19, 2023

Sometimes called brainstorming, this inventive step is a team effort and aims to identify a few strong solutions to the problem defined in Step 2. Get honest feedback to see if you’ve actually solved the customer’s problem. What are the potential barriers? What is the challenge? Prototype: Build an imperfect model.

Loyalty 52

Loyalty Net Promoter Score Touchpoint User Experience 52

Retently

MARCH 18, 2019

Well, by far the most effective way to measure customer satisfaction and loyalty is via the Net Promoter Score. After all, brands with high customer retention are usually companies with high NPS score. Market Leaders’ NPS Scores. So, what do those high scores translate into, specifically? Airbnb Customer Retention.

Net Promoter Score 133

Net Promoter Score Omni-Channel Company NPS 133

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. But, despite all the efforts being made, the industry still falls behind in delighting customers and delivering favorable experiences. On an average, the industry spends over $1.3

Airlines 83

Airlines Customer Satisfaction NPS Net Promoter Score 83

Clicktools

JANUARY 27, 2017

And that’s because one, every business is different and they need to get feedback that’s appropriate for their business, and two, the value is not in asking the question, the value is in taking action based on the insights that you find.”. Feedback to action! That’s the goal of your enterprise feedback program.

NPS 49

NPS Net Promoter Score Survey Effort Score 49

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. 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

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