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What to Measure for Product-Led Growth

Gainsight

Using a Net Promoter Score (NPS), for example, to measure overall sentiment can help inform retention efforts. Translating these scores to action by improving common issues can improve your NPS and overall outcomes. Download “ Product-Led Success: The Professional’s Handbook ” now to learn more. .

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5 Top Customer Service Articles For the Week of November 21, 2016

ShepHyken

The NPS Handbook to Analyze the Drivers of Loyalty by CustomerGauge. CustomerGauge) A unique attribute of Net Promoter is the simplicity; everyone understands the concept and how to calculate the score. My Comment: CustomerGuage has released an “eBook” about the power of NPS (Net Promoter Score).

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23 market research thought leaders to follow on Twitter

Qualtrics

Fred Reichheld – Reichheld is a Bain Fellow, an author and speaker on loyalty, and creator of the Net Promoter Score , a common metric used to measure customer loyalty. Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World , and the founder of Bain’s Loyalty practice.

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Why Customer Service is Important to Businesses: Top 5 Reasons

ProProfs Chat

To make customer service worse, British Airways replied something straight out of things that you should never say on “Twitter handbook” . Technology comes in handy to promote brand advocacy amongst your existing customers. By that time, around 76000 users had seen the tweet and it also got featured on Mashable. .

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Customer experience maturity: The 5 pillars to know when evaluating your program

delighted

To add to these challenges, educational tools like handbooks, seminars, and models that explain how to grow a CX program, or assess your customer experience maturity, don’t really exist. So where does the manager of a CX program start? Why is a customer experience maturity model an indispensable tool for CX leaders?

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Brand Management: What’s Customer Experience Got to Do with it?

ImprintCX Articles

The Net Promoter Score ( NPS ) was created as the best one-question indicator of repurchases, referrals, and other customer behaviors that contribute to a company’s growth.

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How to design rating scale questions

Qualtrics

Dive deeper with the handbook of survey question design. For example, a Net Promoter Score scale asked the respondent to answer this question ‘how likely they are to refer a company/product/service to a friend’ using a scale of 1-10, where 9-10 denotes that the respondent would be a ‘promoter’. Download Now.

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