Second to None

FEBRUARY 1, 2019

Since its introduction by Fred Reichheld, Net Promoter Score (NPS) has initiated a discussion of its effectiveness in overall growth. NPS is a metric that is used to measure customer loyalty and satisfaction. Net Promoter Score is not merely a floating number. 1,2 [link].

Net Promoter Score 82

Net Promoter Score NPS Effort Score Metrics 82

Kayako

JULY 30, 2018

After all, who better understands customers than someone who has been working with customers from the moment they are in their final stages of purchasing a product, to onboarding and through expansion and renewal opportunities. If not, what’s holding you back from these powerful opportunities to engage with your customers?

Marketing 125

Marketing Customer Experience Net Promoter Score Customer Voice 125

CloudCherry

JANUARY 21, 2020

The good news is that most companies recognize the value of VoC and have taken the first steps into collecting open-ended feedback from customers. As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.” There are many VoC maturity models that you can consult.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

ClearAction

DECEMBER 14, 2017

Customer references — testimonials from customers. Co-innovation — joint product development efforts with customers. Customer Knowledge (ways of understanding customers). Voice of the customer (VoC) — monitoring customer sentiment. Image licensed by ClearAction from Shutterstock.

Customer Care 66

Customer Care CRM Customer Experience CEM 66

Second to None

MAY 31, 2018

In fact, recognition is the top aspect that employees say will inspire them to produce above-average work, beating out higher pay, a promotion, and increased autonomy.[1] Consider the Net Promoter Score approach to customer feedback as a mirror to what your organization should attempt to accomplish for its culture.

Feedback 70

Feedback Net Promoter Score Voice of Customer Leadership 70

Second to None

FEBRUARY 20, 2018

While an advertising campaign may seem successful, it is important to monitor the online reaction to your products to truly understand the impact they may be having on customers. We measured satisfaction rates, net promoter scores and likelihood to return to the brand, among other factors.

Industry 69

Industry Net Promoter Score How To Ecommerce 69

ijgolding

SEPTEMBER 29, 2016

There are many ways to collect verbatim feedback from our customers, each one potentially gold dust. Prior to his retail and consulting career, Stephen enjoyed a career in aviation, where he held both management and flying roles. Stephen is also a Fellow of the Institute of Consulting. Stephen Hewett. Twitter: @srhewett.

Effort Score 120

Effort Score NPS Analysis Course 120