Avaya
OCTOBER 10, 2016
There may be no greater indicator of a company’s value in the eyes of its customers than its Net Promoter Score (NPS)—a measure of the willingness of a customer to recommend a company’s products or services to others. In 2011, we prioritized speed to market over ensuring quality, resulting in an NPS in the low 20s.
Pretium Solutions
NOVEMBER 4, 2011
The problem is the vast majority of these interactions, and the systems and behaviors supporting them, have not been proactively shaped and crafted to build customer loyalty. The post Brand Promise Delivered as Net Promoter Score Rises Dramatically appeared first on Pretium Solutions.
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Pretium Solutions
NOVEMBER 4, 2011
The problem is the vast majority of these interactions, and the systems and behaviors supporting them, have not been proactively shaped and crafted to build customer loyalty. The post Brand Promise Delivered as Net Promoter Score Rises Dramatically appeared first on Pretium Solutions.
Pretium Solutions
NOVEMBER 4, 2011
The problem is the vast majority of these interactions, and the systems and behaviors supporting them, have not been proactively shaped and crafted to build customer loyalty. The post Brand Promise Delivered as Net Promoter Score Rises Dramatically appeared first on Pretium Solutions.
Experience Matters
DECEMBER 22, 2015
Here’s the executive summary: Temkin Group surveyed nearly 200 large companies to learn about how they use customer experience (CX) metrics, and we then compared their answers with similar studies we’ve conducted every year since 2011. See the State of CX Metrics studies from 2011 , 2012 , 2013 , and 2014.
Experience Matters
APRIL 24, 2015
9 Recommendations For Net Promoter ® Score (June 2011). Net Promoter Score , Net Promoter , and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld. Here’s a link to other content we’ve written about customer service.
Experience Investigators by 360Connext
JUNE 9, 2015
To demonstrate how the experience has grown in importance, that number was 34% back in 2011. According to Bain’s Net Promoter, these customers are labeled as promoters. That emotional response causes our brains to flood our system with dopamine. U is for Unexpected. EXAMPLE – Safelite.
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