Experience Investigators by 360Connext

NOVEMBER 5, 2014

That’s why I was so intrigued when I read an article in the Chicago Tribune about how some organizations are encouraging employees to read everything from business books to novels to help promote understanding, empathy and career development. Maybe instead of books you recommend articles or blogs to discuss.

Customer Experience 273

Customer Experience Net Promoter Score Employee Engagement Culture 273

CX Accelerator

NOVEMBER 7, 2023

By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. It’s at that point I realized that I never received an email from the airline after booking my flight. 5) put profits before purpose.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

ShepHyken

NOVEMBER 30, 2021

practice, and the author of five books including his latest, Winning on Purpose: The Unbeatable Strategy of Loving Customers. They discuss how companies can use Net Promoter Score to enrich lives and drive sustainable growth. Net Promoter® ?system How do you calculate Net Promoter Score?

Net Promoter Score 69

Net Promoter Score NPS Loyalty Metrics 69

PeopleMetrics

MAY 13, 2021

In this session, we share 3 strategies to help you turn your customers into promoters, starting with Net Promoter Score (NPS) - a universal metric that helps you understand your relationship with customers and identify opportunities to turn passive customers into brand promoters. Watch on YouTube. ?

Net Promoter Score 83

Net Promoter Score Strategy CEM NPS 83

Lumoa

OCTOBER 24, 2023

A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience. Success in customer experience (CX) can be represented by numbers.

Competitive Advantage 208

Competitive Advantage Customer Experience Net Promoter Score Effort Score 208

Genroe

DECEMBER 15, 2014

Unfortunately John Greathouse has jumped to a few conclusions when he penned his article in the Wall Street Journal: Startups Should Focus On Their NRS — Net Revenue Score. There are quite a few items that need review including: Mis-Understanding Net Promoter Score. This may be true but it is incidental.

Net Promoter Score 63

Net Promoter Score NPS Case Study Feedback 63

ShepHyken

JUNE 5, 2023

For example, if you are measuring Net Promoter Score (NPS), pay attention to Employee Net Promoter Score (eNPS). Her latest book, The Experience Mindset: Changing the Way You Think About Growth , is now available on Amazon. She is the Wall Street Journal, bestselling author of Growth IQ.

Employee Experience 87

Employee Experience Net Promoter Score NPS Retail 87

Heart of the Customer

NOVEMBER 10, 2021

I’ve been thinking lately about why we measure things like, for example, Net Promoter Score (NPS). These thoughts are prompted by Reid Hoffman’s great new book, Masters of Scale. (In In addition to writing books and hosting a podcast, Hoffman is the co-founder of LinkedIn and serves on the boards of […].

Net Promoter Score 88

Net Promoter Score NPS Measurement Examples 88

Beyond Philosophy

JANUARY 4, 2024

For example, this past year, my podcast partner was working on a book proposal and fell into another book project with a colleague while doing so. So, he had a goal to write a book, and he is, even if it isn’t the one he originally planned to write. You must also celebrate and take joy in those minor improvements.

Net Promoter Score 97

Net Promoter Score Effort Score NPS Conference 97

Eptica

MARCH 27, 2019

Date: Wednesday, March 27, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Three books that highlight the importance of the Voice of the Customer. Author: Taoufik Massoussi - Product Manager & Head of AI In a previous post, Olivier Njamfa reviewed his five favorite books on the subject of trust and the customer journey.

Net Promoter Score 66

Net Promoter Score Loyalty Airlines Customer Journeys 66

InMoment XI

OCTOBER 29, 2014

I don’t always agree with him; for example, I categorically dispute his claim that the Net Promoter Score is the “ultimate” measure of customer loyalty. In his book, The Ultimate. Yet, on many topics I think his observations are right on the mark. Take the topic of “bad profits.”In View Article.

Net Promoter Score 200

Net Promoter Score Loyalty Measurement Examples 200

InMoment XI

OCTOBER 29, 2014

I don’t always agree with him; for example, I categorically dispute his claim that the Net Promoter Score is the “ultimate” measure of customer loyalty. In his book, The Ultimate. Yet, on many topics I think his observations are right on the mark. Take the topic of “bad profits.”In View Article

Net Promoter Score 200

Net Promoter Score Loyalty Measurement Examples 200

InMoment XI

OCTOBER 29, 2014

I don’t always agree with him; for example, I categorically dispute his claim that the Net Promoter Score is the “ultimate” measure of customer loyalty. In his book, The Ultimate. Yet, on many topics I think his observations are right on the mark. Take the topic of “bad profits.”In View Article

Net Promoter Score 200

Net Promoter Score Loyalty Measurement Examples 200

AskNicely

MARCH 22, 2018

I did this all in the pursuit of conquering and mastering my arch nemesis in leading Customer Success teams over the years: Net Promoter Score. . We cover the basics of NPS in greater detail in The Book of NPS, but for those of us who may have somehow missed NPS all together, let’s start with the basics. . Book a demo.

NPS 150

NPS Net Promoter Score Case Study Culture 150

AskNicely

AUGUST 27, 2018

Use automated Net Promoter Scores at trigger points in your customer journey. Click to button below and download the Book of NPS. The Book of NPS. The post The Golden Rule For Growth: Be Nice appeared first on Net Promoter Score from AskNicely. Automated NPS Creates a Better Path to Happy.

Net Promoter Score 150

Net Promoter Score NPS Effort Score Competitive Advantage 150

TechSee

APRIL 9, 2024

Satisfaction metrics, such as Customer Satisfaction Scores (CSAT) and Net Promoter Scores (NPS), see substantial improvement, reflecting the smoother, more engaging onboarding experience. To see these results in action and discover what visual engagement can do for your organization, book a demo today.

Net Promoter Score 124

Net Promoter Score NPS Customer Satisfaction Customer Confidence 124

Lumoa

JANUARY 15, 2024

AI-powered systems can help customers make purchases, book appointments, and seek support. It’s also a vital way of merging the online and offline stages of a customer journey into one seamless digital experience. As these AI models undergo more training, they’ll be able to handle increasingly complex situations, too.

Customer Experience 208

Customer Experience Chatbots How To Net Promoter Score 208

The DiJulius Group

FEBRUARY 9, 2022

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Fred Reichheld, best-selling author and the creator of the Net Promoter Score (NPS). Their conversation is around Fred’s newly released book Winning on Purpose – The Unbeatable Strategy of Loving Customers. Read Full Article.

Net Promoter Score 81

Net Promoter Score Strategy NPS Groups 81

AskNicely

JUNE 22, 2018

BOOK A DEMO. The post Ruby Receptionists: Putting Their Customers First (by Actually Putting Them Second) appeared first on Net Promoter Score from AskNicely. Hit us up on Twitter @asknicely ! Curious how AskNicely can help you drive a more customer-obsessed culture?

Net Promoter Score 150

Net Promoter Score Video Culture Connections 150

AskNicely

OCTOBER 6, 2017

” So you do what we all did when we heard about net promoter score, we fired up the Google machine and asked, “WTF is NPS?” So don’t let your initial NPS score freak out either. appeared first on Net Promoter Score from AskNicely. You get the email from your boss. See you next week.

NPS 150

NPS Net Promoter Score Tools Measurement 150

ShepHyken

MARCH 24, 2021

This is the first of a number of lessons I’ll be sharing from my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. As an example, two very popular measurements are NPS (Net Promoter Score) and CSAT (Customer Satisfaction). We’re revisiting that topic with a fresh point of view.

Measurement 150

Measurement Net Promoter Score Effort Score Customer Satisfaction 150

AskNicely

APRIL 10, 2018

Book a Demo. The post You Can Now Tag Your Teammates in AskNicely appeared first on Net Promoter Score from AskNicely. Now it’s far easier to escalate feedback that needs instant action or to congratulate a teammate on a job well done. Learn all about it here.

Net Promoter Score 150

Net Promoter Score NPS Feedback Customer Experience 150

PeopleMetrics

APRIL 15, 2021

Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. YouTube: [link].

Survey 118

Survey Net Promoter Score Voice of Customer Measurement 118

AskNicely

APRIL 23, 2018

You’ve likely seen it caricatured on TV shows , in books , and in Buzzfeed stories. The post Join Us For An Evening of True Stories From Customer-Obsessed Portland appeared first on Net Promoter Score from AskNicely. Portland is obsessed with creating amazing experiences. Register Here.

Net Promoter Score 150

Net Promoter Score Brands Customers Customer Experience 150

AskNicely

MAY 29, 2018

BOOK A DEMO. The post AskNicely named NZ Emerging Company of the Year appeared first on Net Promoter Score from AskNicely. Want to see what all the buzz is about? Request a demo to see how AskNicely can help you drive a more customer-obsessed culture!

Net Promoter Score 150

Net Promoter Score Company Video Course 150

AskNicely

JULY 3, 2018

Get together with your counterpart in Customer Success or Marketing and book a demo to learn more. BOOK A DEMO. The post AskNicely NPS for Marketing Cloud appeared first on Net Promoter Score from AskNicely. Or, if you’re ready to get started, take a look under the hood in our help docs here and here.

NPS 150

NPS Net Promoter Score Marketing Touchpoint 150

Kerry Bodine

APRIL 30, 2019

Event #1: Net Promoter Score ® arrived on the scene. Fred Reichheld published The Ultimate Question: Driving Good Profits and True Growth on March 2, 2006, and the book’s cover included the words: “Introducing NPS—How leading firms transform ordinary customers into promoters.”

Net Promoter Score 149

Net Promoter Score Customer Experience Social Media NPS 149

Kerry Bodine

APRIL 30, 2019

Event #1: Net Promoter Score ® arrived on the scene. Fred Reichheld published The Ultimate Question: Driving Good Profits and True Growth on March 2, 2006, and the book’s cover included the words: “Introducing NPS—How leading firms transform ordinary customers into promoters.”

Net Promoter Score 149

Net Promoter Score Customer Experience Social Media NPS 149

COPC

MAY 19, 2023

Organizations often dedicate substantial time and effort debating whether to use Customer Satisfaction (CSAT) , Net Promoter Score (NPS) or Customer Effort Score (CES). Net Promoter Score (NPS) NPS measures the likelihood of a customer recommending a company’s product or service to others.

NPS 69

NPS Net Promoter Score Effort Score Metrics 69

CloudCherry

JULY 18, 2018

Survey for Net Promoter Score (NPS). One of the most popular measures of customer experience is the Net Promoter Score (NPS), which is a measure of loyalty to your brand and an effective method to determine customer likelihood to repurchase, refer friends and family, and resist market pressure to deflect to a competitor.

Customer Experience Management 170

Customer Experience Management Net Promoter Score Customer Experience Management 170

AskNicely

JULY 26, 2018

Customer experience is one of the hottest trends in 2018 and NPS (Net Promoter Score) is a great way to measure CX. We actually wrote the book of NPS. The post 4 Ways to Get More Out of Your NPS appeared first on Net Promoter Score from AskNicely. Want to learn more about NPS? Get it here.

NPS 150

NPS Net Promoter Score Survey Touchpoint 150

NICE inContact

AUGUST 9, 2018

For example, if an airline customer live chats with a customer service agent when needing help changing a reservation, the airline could send a survey once their reservation has been re-booked and ask “Overall, how easy was it to change your reservation with [airline] today?” What is Net Promoter Score (NPS)?

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

Daniel Group

SEPTEMBER 15, 2023

His books, particularly his latest, “ Winning on Purpose, ” are widely acclaimed. Throughout the interview, Reichheld underscores the significance of customer loyalty, the emotional bond between businesses and customers, and the pivotal role of outcome metrics in understanding and driving business growth.

Net Promoter Score 95

Net Promoter Score NPS Loyalty Metrics 95

AskNicely

MAY 17, 2017

We see this tactic most regularly in retail environments were promotional discounts are available “while stocks last” or “this month only”. Airlines and hotels will offer deep discounts for people that book far in advance. The post Growth Hacks from the 18th Century appeared first on Net Promoter Score from AskNicely.

Net Promoter Score 150

Net Promoter Score Case Study Airlines Hotels 150

AskNicely

AUGUST 17, 2018

Enter the Net Promoter Score (NPS) survey. It is calculated by looking at the percentage of customers that are ‘promoters’ (9 or 10 rating) minus the percent of customers that are ‘detractors’ (0 to 6 rating). Get The Book of NPS. Obsession expressed through actioning customer feedback.

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

AskNicely

JUNE 6, 2018

BOOK A DEMO. The post Tales from CX Obsession: Green Drop Garage appeared first on Net Promoter Score from AskNicely. Hit us up on Twitter @asknicely! Love your feedback! Curious how AskNicely can help you drive a more customer-obsessed culture?

Net Promoter Score 150

Net Promoter Score Customer Centricity Video Course 150

Beyond Philosophy

MAY 8, 2019

Now, when I say value, I’m talking about which emotions make people spend more money, and make people give you better Net Promoter Scores. These results were also published in my third book, The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007). It’s as simple as that.

Net Promoter Score 155

Net Promoter Score Insurance Call Center Training 155