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What Do Companies With Low Net Promoter Score Have in Common?

Retently

You can also learn a surprising amount of tactics and strategies by studying the opposite end of the scale – the world’s least successful companies, from a churn perspective – to compare their common weaknesses and find out what makes their customers so unlikely to recommend them to their peers. Ready to start?

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Creating Fans, Not Just Customers: Metro Bank’s Journey to Customer-Centricity

InMoment XI

In the midst of a financial industry crisis, Metro Bank emerged in 2010 with a bold vision—to create fans, not just customers. They envisioned a landscape where exceptional customer service, inviting environments, and a commitment to personal connections prevailed over the conventional transactional approach.

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Not Just Another Blog Post on How to Improve Customer Experience

InMoment XI

Today, there are a lot of customer feedback management (CFM) companies talking about integrated CX. But, we are confident in saying that the strategies we are developing that view the customer experience as the sum of integrated feedback, insights, and actions are going to distinguish us from our competitors in a significant way.

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What is a Good Net Promoter Score? (2018 NPS Report Update)

Retently

One of the most frequently asked questions that we get is “What is a good Net Promoter Score®?” So from what you can see, Net Promoter Score can vary dramatically, and if you want to figure out whether your NPS score is good or bad, there is a variety of factors you need to look at.

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Should Loyalty Metrics Be Reassessed Post-Pandemic?

The coronavirus outbreak flipped our world – and customer experience strategies – upside down. Two years later, CX pros are still curious about the impact the pandemic has had on customer expectations and how to modify their CX measurement programs accordingly. Have the drivers of customer experience changed?

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Digging Deeper into Net Promoter Score

Second to None

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. ” A Promoter is a customer who responds with a nine or a ten. The Power of Referrals.

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What Is a Net Promoter Score, And Should You Implement It in Your Business?

Help.com

Here at Help.com, we’re all about providing better customer service. One industry-standard and simple way to measure the effectiveness of your customer service organization — and your business as a whole — is a Net Promoter Score. Net Promoter Scores. How can we improve?

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Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

CX pros are examining the impact the pandemic has had on customer expectations and how they might need to modify their CX measurement programs. They wonder: Does Net Promoter Score® (NPS) still have the same predictive power. Have the drivers of customer experience changed? Do loyalty metrics need to be reassessed?