Kerry Bodine

APRIL 30, 2019

Fred Reichheld published The Ultimate Question: Driving Good Profits and True Growth on March 2, 2006, and the book’s cover included the words: “Introducing NPS—How leading firms transform ordinary customers into promoters.” NPS was the first framework that directly tied customer experience to business results.

Events 59

Events 2006 Net Promoter Score 2007 59

Kerry Bodine

APRIL 30, 2019

Fred Reichheld published The Ultimate Question: Driving Good Profits and True Growth on March 2, 2006, and the book’s cover included the words: “Introducing NPS—How leading firms transform ordinary customers into promoters.” NPS was the first framework that directly tied customer experience to business results.

Events 59

Events 2006 Net Promoter Score 2007 59

Customer Guru

FEBRUARY 13, 2018

We encourage our readers to ask questions on similar challenges that they might have faced in their organizations while implementing customer experience measures. I started my career with Convergys in 2002 as a Customer Service Representative. Please give us a short introduction into your journey to becoming a CX professional.

Customer Experience Management 93

Customer Experience Management E Commerce Customer Experience 2002 93

Kerry Bodine

APRIL 30, 2019

Fred Reichheld published The Ultimate Question: Driving Good Profits and True Growth on March 2, 2006, and the book’s cover included the words: “Introducing NPS—How leading firms transform ordinary customers into promoters.” NPS was the first framework that directly tied customer experience to business results.

Events 18

Events 2006 Net Promoter Score 2007 18

GetFeedback

JANUARY 31, 2020

Customer retention is a leading critical performance indicator for companies in 2002, and for good reason. Loyal customers drive increased revenue through referrals and repurchases, while the cost to acquire them has already been earned back. . Engage with NPS Detractors to boost retention.

Customer Retention 150

Customer Retention Net Promoter Score Omnichannel 2002 150

Customer Guru

MARCH 7, 2018

I started my career with Convergys in 2002 as a Customer Service Representative. It’s only after we have won the customer back by the service recovery done by the team that a case is closed. Walk us through your typical day as the Customer Experience Manager at Ferns N Petals. Connect with Shweta Jha on LinkedIn.

Customer Expectations 61

Customer Expectations Customer Experience E Commerce Management 61