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. You can listen to the 12-minute segments here (Segment 1) , here (Segment 2) , and here (Segment 3).

Social Media 154

Social Media Case Study Financial Competitive Advantage 154

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. The CX Era The emergence of the Net Promoter Score in 2003 created a simplified system of brand “detractors” and brand “promoters” who rank a company on a scale of 0 to 10.

Loyalty 52

Loyalty Net Promoter Score Touchpoint User Experience 52

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 before we dive deep into the NPS® competitive analysis, let’s first understand why airlines, as an industry, trails other verticals in delivering customer satisfaction.

Airlines 76

Airlines Customer Satisfaction NPS Net Promoter Score 76

Chattermill

MAY 12, 2019

in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. Instead, he focuses on getting companies to see CX as a company-wide effort, not the exclusive domain of the call center rep or the salesperson. Reichfield is the creator of oft-used CX metric, the Net Promoter Score (NPS), and The Ultimate Question 2.0,

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

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?

Net Promoter Score 131

Net Promoter Score Omni-Channel Company NPS 131

Wootric CX Blog

AUGUST 4, 2020

So we also use Customer Journey Metrics like Net Promoter Score, Customer Effort Score, Customer Satisfaction, etc. Like measuring NPS though, it really isn’t actionable until you start segmenting the metric. Learn how to use NPS surveys to not only find your promoters, but encourage them to promote you more.

Metrics 52

Metrics Effort Score Net Promoter Score Self Service 52

Amity

OCTOBER 31, 2016

We’ve had a customer support team right from the founding of the company in 2008 and from the start, our support team has been wowing customers with their dedication and passion. Our marketing team plays a key role in this but also makes an effort to include us in our own marketing processes. What metrics do you watch closely?

Customer Success 0

Customer Success Customers Metrics Sales 0

Bold360

DECEMBER 1, 2016

With a focus on digital marketing, he is passionate about helping small businesses grow and achieve a positive ROI from all their marketing efforts using common-sense marketing and modern tools. “At my last company, we were looking for a solution that would allow us to conduct NPS surveys from customers filing an insurance claim.

Software 40

Software Customer Experience Company CRM 40