Pointillist

AUGUST 26, 2019

By Steve Offsey Customer Experience metrics like Net Promoter Score® (NPS®) clearly matter. Why You Should Make It a Priority to Improve NPS A 10% improvement in a company’s customer experience score can translate into more than $1 billion in increased revenue. But now that you’re measuring it, how do you improve NPS?

NPS 79

NPS Strategy Net Promoter Score How To 79

Guavus

JULY 10, 2018

Both wireless and cable networks need to be rethought in order to handle both the high volume and dynamic swings in traffic. The annual American Customer Satisfaction Index (ACSI) Telecommunications Report polls thousands of customers across industries to discover how satisfied they are. and Internet service followed suit.

Analytics 57

Analytics Customer Experience Net Promoter Score Wireless 57

Pointillist

SEPTEMBER 10, 2020

Behemoths like Amazon and Netflix have transformed consumer expectations and influenced the experiences consumers demand from their banks, cable and wireless companies, and even health insurers. Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc.,

Customer Journeys 128

Customer Journeys Touchpoint Interaction Net Promoter Score 128

Pointillist

OCTOBER 22, 2018

In a recent Forrester survey, only 35% of CX professionals reported that they are measuring how their most important customers feel about their most important experiences. But simply knowing your overall Net Promoter Score won’t tell you why you are receiving it or, more importantly, how to improve it. By Swati Sahai.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Bob Hayes

JANUARY 26, 2015

In the second study, as part of a customer relationship survey, I solicited responses from customers of wireless service providers (B2C sample). The sample was obtained using Mechanical Turk by recruiting English-speaking participants to complete a short customer survey about their experience with their wireless service provider.

B2C 40

B2C B2B Wireless Metrics 40

Bob Hayes

MARCH 2, 2015

I used the CSI in two independent studies, one using a B2B technology company and the other using a B2C wireless service provider company to determine if the CSI is related to other common CX metrics. Results from both studies showed that CSI scores were positively related to customer loyalty measures. 46) with advocacy loyalty (i.e.,

B2C 40

B2C Net Promoter Score B2B Analysis 40

Michel Falcon Experience

FEBRUARY 11, 2019

I’m in about my mid twenties reporting to the VP of finance and I gave myself to my career. But then Verizon wireless called and said, will you help us build training materials for western western region for a retail, uh, stores? I’ve told her direct report, you better get her there. More profit.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60

Michel Falcon Experience

MARCH 12, 2019

So I went ahead and Got Junk, we launched Net Promoter Score program complaint resolution systems, built customer centered training material for thousands of employees, and many other good things. And I get it, many of you guys probably have to report the street, every quarter, I get that.

Culture 12

Culture Employee Engagement Company Engagement 12