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How to Identify Your Most Important Customer Touchpoints

GetFeedback

Let’s build on this further by walking through how you can prove these initial hypothesis. Earlier this year, we explored the ways you can use Net Promoter Score (NPS) survey data to ensure that potential customers are happy at each stage of the buying process. Leverage customer feedback.

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Uncovering the “why” delivers higher research ROI for CX leaders

Alida

Data from key indicators such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) studies only deliver trend line data that is either going up or going down, when what teams need is insight into the key drivers of change at a more granular level. Perhaps most importantly, NPS doesn’t provide the why.

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Enterprise-Rent-a-Car: How to turn a ‘promoter’ into a ‘detractor’ in 1,2,3!

ijgolding

In August 2014, as a result of the experiences I had with Enterprise, I had become a firm ‘promoter’ of their brand. In August 2014, I would have given Enterprise a score of 9 or 10 out of 10 if I were to be asked the Net Promoter Score question. A promoter is an advocate of your business.

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5 Most Popular CX Matters Posts Over 5 Years

Experience Matters

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. 14 Customer Experience Trends for 2014 (The Year of Empathy) (December 2013). Check out our most recent post, 8 CX Trends for 2015 (The Year of the Employee).

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As the Economy Gets Better, Customer Service Gets Worse

Beyond Philosophy

Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you. Prediction #1: Net Promoter Score (NPS) Will Continue to Falter.

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CSM Team Performance Metrics That Matter

CSM Practice

6. Net Promoter Score (NPS). Net Promoter Score (NPS) is the percentage of your customers that are likely to recommend your SaaS solution to others. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services. 6 Steps Business Outcomes: [link].

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Beaurepaires and inQuba: Embracing Customer Centricity

inQuba

Australian National tyre retail chain Beaurepaires uses inQuba’s real-time Customer Experience (CX) management solutions to enable them to know what their customers really want – and how to give it to them. Their NPS (Net Promoter Score), for example, has moved from 65 in 2014 to 78 today.