GetFeedback
FEBRUARY 15, 2019
Interested in learning more about your customers so you can improve products, enhance customer experience , and ultimately drive growth? It’s time to implement a Net Promoter Score (NPS) program. Net Promoter Score is a trusted measure of customer loyalty.
GetFeedback
DECEMBER 26, 2018
Business is built on customer relationships, and brand perception sets the tone. Companies, of course, want to cultivate a positive brand perception among their target consumers, but it’s a tricky goal. As Brandwatch points out , companies don’t control brand perception—consumers do. The Basics of Brand Perception.
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Michelli Experience
APRIL 11, 2017
I also suggested that from my vantage point the Net Promoter Score® (which is calculated using a single question about likelihood to recommend) has greater predictive value for customer loyalty (return business and future spend) than it does about advocacy (referrals). Remind them you operate from referrals.
BlueOcean
FEBRUARY 7, 2019
Changing this approach and perspective is the first step in becoming a brand that your customers love. What one metric best reflects the state of your customer experience? For example, we can’t forget about Net Promoter Scores (NPS) and Customer Satisfaction (CSAT). But where do we start?
BlueOcean
OCTOBER 6, 2020
Are their values still clearly aligned with your brand? Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. This is what relevant service level metrics look like in today’s customer care center. Are Your Customers Happy?
Michelli Experience
APRIL 11, 2017
I also suggested that from my vantage point the Net Promoter Score® (which is calculated using a single question about likelihood to recommend) has greater predictive value for customer loyalty (return business and future spend) than it does about advocacy (referrals). Remind them you operate from referrals.
Pretium Solutions
NOVEMBER 4, 2011
On the contrary, listening to a sampling of these conversations across industries between front line “customer service” employees and their customers, you see interactions almost purposefully contrived to move a customer away from brand loyalty. Pretium Solutions calls this new conversation The Golden Touchpoint™.
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