Customer Bliss

APRIL 11, 2017

Here, we discuss the critical factors in embedding this approach not as survey-score chasing, but business transformation. Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He The Origins Of Net Promoter Score. About Brian.

NPS 163

NPS Net Promoter Score 2003 2007 163

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. For example, often, the call center environment has a measure called “Average Call-Handling Time.” I wondered how I did that. What measurement is in place?

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

Beyond Philosophy

DECEMBER 11, 2020

I defined it for myself as the mix of rational and emotional parts of an interaction with a customer, which later became my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Once you realize that emotions are a significant part of the process, it is time to work them into your business strategy.

Measurement 174

Measurement Management Net Promoter Score 2002 174

Beyond Philosophy

OCTOBER 19, 2016

More organizations call our Customer Experience consultancy every day with the same complaint: they aren’t seeing the same gains in Net Promoter Score (NPS) that they did when they started their Customer Experience Improvement program. Since 2002, I have worked with all types of industries. Well, I will tell you.

Net Promoter Score 167

Net Promoter Score 2002 Insurance NPS 167