Beyond Philosophy
NOVEMBER 10, 2014
A Global Shipping company increased its Net Promoter Score (NPS) by 40% points over 30 months. The company linked every 4% points improvement of their NPS score to 1% improvement in shipping volume, thus increasing volume by 10%. 26 October 2010. Sources: Digby, James. “50 50 Facts about Customer Experience.”
Beyond Philosophy
MAY 20, 2015
This was significantly higher than corresponding 2010 results (58% of Americans would spend 9% more). Among key findings, the study identified that 70% of Americans are willing to spend an average of 13% more with companies they felt provided excellent customer service.
Beyond Philosophy
JUNE 4, 2015
In his 2010 book, Marketing 3.0: Starbucks might make more money selling Pepsi, but they don’t. Every function that delivers experience is ‘closed-loop’ and 360 degree, carefully maintaining a balance between customer expectations and what is actually executed.
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