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Understanding Negative NPS Score: Causes, Impact and Solutions

Lumoa

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?

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Customer Effort Score™ and NPS: Gangnam Style Metrics?

InMoment XI

Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How

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Customer Effort Score™ and NPS: Gangnam Style Metrics?

InMoment XI

Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How

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Customer Effort Score™ and NPS: Gangnam Style Metrics?

InMoment XI

Back in November, 2008 the Corporate Executive Board proclaimed the Customer Effort Score™ or CES to be “the best measure of customer loyalty.” CES is derived from a question asked of customers who have recently contacted a company’s call center or experienced some other specific transaction with that company. “How

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How NPS was pioneered at Intuit & Sprint, with Brian Andrews – CB46

Customer Bliss

Brian Andrews is a pioneer in the implementation of NPS – the Net Promoter System™. He’s currently the Senior CX Principal at Medallia, after being VP, Customer Experience and NPS at Sprint. While at Intuit, Brian won CEO Leadership Awards in 2007 and 2009, as well as Scott Cook Innovation Awards in 2006 and 2008.

NPS 163
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The Top 4 Customer Experience Challenges and How to Overcome Them

GetFeedback

The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Since 2008, customer experience has burgeoned and become a key element at many companies. Guide to Boosting Customer Loyalty. Get the Guide.

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CX vs. UX: The Yin and Yang of Customer Loyalty

InteractionMetrics

Although NPS remains controversial, it has undoubtedly impacted the CX discipline significantly. Then in 2008, Bruce Temkin and Jeanne Bliss founded the Customer Experience Professional Association (CXPA), establishing a body of CX practices. CX vs. UX: how do you view this distinction? We’d love to help you sort this out! [i]

Loyalty 52