Customer Bliss

APRIL 11, 2017

Brian Andrews is a pioneer in the implementation of NPS – the Net Promoter System™. Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. He’s currently the Senior CX Principal at Medallia, after being VP, Customer Experience and NPS at Sprint.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

Experience Matters

JANUARY 20, 2015

EMC Corporation, Texas NICUSA, The Results Companies, and TouchPoint Support Services. The latter effort has already resulted in reduced repeat calls, improved accuracy, and a higher Net Promoter Score (NPS). TouchPoint Support Services. TouchPoint Support Services streamlines support services within healthcare facilities.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Qualtrics

SEPTEMBER 17, 2019

If we were to start at the end of this story, we’d say that Jim led the CX program at Farmers Insurance for five years and increased NPS by 60%. In 2013, Farmers Insurance set up a cross-functional leadership group – all of us vice presidents – and I was going to be the CX guy,” says Jim. “I I thought: ‘Man…CX? “I

Insurance 35

Insurance NPS Touchpoint Customer Centricity 35

Retently

SEPTEMBER 3, 2023

Although Airbnb’s post-stay survey isn’t necessarily exclusively a typical Net Promoter Score (NPS) survey, it’s rich with lessons. NPS is a metric designed to gauge customer satisfaction and loyalty. NPS is a metric designed to gauge customer satisfaction and loyalty.

Net Promoter Score 78

Net Promoter Score Survey NPS Touchpoint 78

SurveySparrow

JANUARY 28, 2020

SurveySparrow: You’ve worked with some recognizable companies in the past and then by the year 2013, you founded Heart of the Customer. Similarly, many seem to think that merely publishing a Net Promoter Score (NPS) that indicates your employees need to provide a better customer experience will somehow magically empower them to do that.

Customer Journeys 52

Customer Journeys Net Promoter Score Effort Score Customers 52

Currency Alliance

JUNE 11, 2019

When Paul Cobban first joined as COO in 2013, a taxi driver quipped with him that the acronym DBS stood for “Damn Bloody Slow”. The bank was rewarded with a 12% improvement in loyalty (by the bank’s own definition), and its highest NPS score in 17 years[xii]. More money, fewer monies.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Clarabridge

MARCH 8, 2017

This record-breaking number was an increase of about 40% over 2013, which was the previous high. They focus on several key journey touchpoints, such as fraud, on-boarding, home financing, and trading via their discount brokerage. Some of these penalties are directly tied to ineffective complaints reporting and management.

Banking 45

Banking Management Net Promoter Score Financial 45