ShepHyken

MAY 26, 2017

Companies that track and measure their customer service have a competitive advantage. seconds in 2009! Net Promoter Score (NPS). The Net Promoter Score needs no grand introduction. Customer Satisfaction score (CSAT). Customer Effort Score (CES). Shep Hyken.

Metrics 91

Metrics Net Promoter Score Effort Score Customer Satisfaction 91

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 Banking 154

CX University

MARCH 6, 2018

US News and World Report uses this important metric in its scoring algorithm, as does every credible media source I can recall. The US Department of Education recorded an average graduation rate of 59% for the years 2009-2015. Suddenly, I had a competitive advantage over these larger, more established programs.

Effort Score 55

Effort Score Policies Competitive Advantage Course 55

SurveySensum

JULY 14, 2020

A Customer Experience Thought Leader and Influencer, Mila Widyani is a dynamic professional who strongly believes that CX is the key to driving a sustainable competitive advantage in today’s economy. As Head of Global NPS he set up best-in-class Net Promoter Score (NPS) programs throughout Europe and Asia.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132