Customer Journeys Customers Net Promoter Score NPS 
Retently
OCTOBER 16, 2023
In a 2003 Harvard Business Review article , Fred Reichheld introduced Net Promoter Score® as a new measure of customer loyalty and satisfaction. That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology.
ShepHyken
SEPTEMBER 11, 2023
Top Takeaways: Net Promoter Score (NPS) evaluates customer sentiment and allows companies to compare their data with competitors. To improve customer experience, companies need to break down the customer journey into smaller episodes or touchpoints.
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Retently
AUGUST 23, 2022
As an ecommerce business, Net Promoter Score® might be the most powerful KPI in your CX toolkit. You can get by without paying attention to NPS, but you will thrive when using it as a growth north star. Earning and retaining loyal, happy customers is rarely something that happens by chance.
Feedbackly
SEPTEMBER 7, 2023
NPS is a metric that measures your customers’ likeliness to be your advocates. It seemed that gauging customer experience through a simple question of “How likely are you to recommend the business to others” really hit the sweet spot for CX professionals. Here are some limitations of NPS that cannot be ignored!
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Lumoa
FEBRUARY 9, 2023
The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.
Lumoa
APRIL 3, 2018
83% of customers would trust recommendations from the people they know : colleagues, family, friends, etc. The Net Promoter: what is it? The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. Note: NPS can also be negative if the percentage of detractors is higher.
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