Monetized Net Promoter®—Tying Revenue to NPS®

CustomerGauge

These two methods were previously introduced as part of the Net Promoter Operating Model in the 2008 book Answering the Ultimate Question. The post Monetized Net Promoter®—Tying Revenue to NPS® appeared first on CustomerGauge.

NPS 101

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. In the early days of NPS, it “hadn’t passed the CFO test.”

Customer Effort Score™ and NPS: Gangnam Style Metrics?

MaritzCX

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

Customer Effort Score™ and NPS: Gangnam Style Metrics?

MaritzCX

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

Customer Effort Score™ and NPS: Gangnam Style Metrics?

MaritzCX

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

4 Steps to Designing a Transactional NPS Project

Qualtrics

In 2008, Starbucks launched “My Starbucks Idea,” a simple way for customers to give input into products and services, improvements, and corporate responsibilities. Transactional NPS. Net Promoter Score (NPS) has been used for years to measure customer experience and loyalty.

NPS 28

Choosing a survey methodology – NPS, CSAT, CES

Clicktools

In the customer experience world, there is no shortage of acronyms representing various survey methodologies — CSAT, NPS, CES, CXi, etc. Net Promoter Score® (NPS®). NPS originally attracted attention because of its simplicity and claimed links to financial performance.

What Do Companies with High Net Promoter Score Have in Common?

Retently

After all, brands with high customer retention are usually companies with high NPS score. Market Leaders’ NPS Scores. Given that an NPS score averages between -100 and 100, it’s clear the NPS scores of these top companies match their brands’ level of popularity.

On Metrics and Complacency

CX Journey

In other words, their scores, e.g., NPS, are high, so they act like their goal is met, and there's nothing more that needs to be done about the customer experience. NPS might not be telling the whole story. customer experience metrics NPS voice of customer

On Metrics and Complacency

CX Journey

In other words, their scores, e.g., NPS, are high, so they act like their goal is met, and there's nothing more that needs to be done about the customer experience. NPS might not be telling the whole story. customer experience metrics NPS voice of customer

20 Most Popular Customer Experience Matters Posts in 2014

Experience Matters

9 Recommendations For Net Promoter Score (NPS) (2011). Free eBook: The 6 Laws Of Customer Experience (2008). note: See updated NPS benchmark from 2014 ]. 2008). As the year comes to an end, it’s always interesting to look at what people have been reading. Here are the 20 posts that were read by the most people in 2014 (in alphabetical order). As I’ve noted in parenthesis, some of these posts were written in previous years.

Expert’s Corner: Delivering Voice of the Customer

Customers Rock!

In 2008 Bain & Company found that while 80 percent of companies believe they deliver a superior experience to their customers, only 8 percent of those companies’ customers report having such an experience. Recently on Customers Rock!

5 Most Popular CX Matters Posts Over 5 Years

Experience Matters

Here the five most popular posts: Free eBook: The 6 Laws Of Customer Experience (July 2008). NPS ® has grown into one of the most popular customer experience metrics, which is why so many people are using this blog as a source for insights into how to best use it. If you are interested in NPS, then you should visit our VoC/NPS Resource Page , which includes benchmark data.

CX Experts We Love

Wootric CX Blog

Why we love Guneet: He’s Director of Customer Experience & Advocacy at Docusign where he leads the company’s NPS, customer advocacy, customer labs & customer research. Why do we love whom we love?

Amazing Business Radio: Adam Dorrell

ShepHyken

Shep feels that NPS is one of the simplest, yet most powerful feedback measurement tools. The CEO and leadership team must buy in to the power of the NPS measurement and approve a budget for customer experience and retention. Why should I use NPS to measure customer satisfaction?

How To Avoid Operating In the Zone of Indifference

Middlesex Consulting

This model made an early appearance in the July-August 2008 issue of the Harvard Business Review in “Putting the Service Profit Chain to Work” by James L. The Apostle model demonstrated the relationship of customer satisfaction and customer loyalty.

Guest Blog: In the CX world, tracking these metrics is a way of life!

ShepHyken

seconds in 2008 with a mind boggling 19.19 Net Promoter Score (NPS). 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.

Is the Chief Customer Officer a Worthwhile Addition to the C-Suite?

Retently

It was only in 2008 that the Chief Customer Officer position started being recognized as an important role within a company. The most well-known and trusted CX metrics right now are NPS, CSAT, and CES. How do you approach customer happiness in your company?

How To Avoid Operating In One Of The TwoUnsustainable Customer Satisfaction Zones – Part 1 of 2 Parts

Middlesex Consulting

This model made an early appearance in the July-August 2008 issue of the Harvard Business Review in "Putting the Service Profit Chain to Work" by James L. I took the liberty of modifying the original graphic to reflect the current method of measuring satisfaction on a five-point scale and customer loyalty on the 11-point NPS scale. When designing your services, products, or customer interaction, you must be aware of how your customers will feel about their experiences.

Top 20 Books Every Customer Experience Professional Needs to Read Now

Chattermill

in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. Reichfield is the creator of oft-used CX metric, the Net Promoter Score (NPS), and The Ultimate Question 2.0, looks at NPS through an updated lens.

5 Ways to Increase Your Net Promoter Score Response Rate

Michel Falcon Experience

I was first introduced to Net Promoter Score in 2008 when I was working for 1-800-GOT-JUNK? – a company that had a NPS of 84. I take it that you clicked on this video because your company is using Net Promoter Score.

46 Customer Experience Pros Share the Biggest Mistakes Companies Make in Evaluating and Purchasing Customer Experience Software

Bold360

Companies get too fixated on the quantitative side and forget that at the end of the day the experience as it is perceived and described by humans (and customers are humans, not just NPS-score carriers) is fluid and filled with shades of grey.

Inside Customer Success: Uberflip

Amity

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. We’ve actually been around for a few years, dating back to 2008.