Customer Bliss

APRIL 11, 2017

Brian Andrews is a pioneer in the implementation of NPS – the Net Promoter System™. Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. He’s currently the Senior CX Principal at Medallia, after being VP, Customer Experience and NPS at Sprint.

NPS 163

NPS Net Promoter Score 2003 2007 163

Magellan Solutions

JANUARY 26, 2024

When we started in 2002, many of our small and medium-sized clients struggled to articulate exactly what they required or how to benchmark success beyond vague notions of “doing a good job.” For customer service, CSAT, NPS, and service level targets help us benchmark satisfaction.

E Commerce 52

E Commerce 2002 E-support Metrics 52

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. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. I wondered how I did that.

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

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. We, as an organization, take customer satisfaction very seriously.

Customer Experience Management 93

Customer Experience Management E Commerce Customer Experience 2002 93

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. We, as an organization, take customer satisfaction very seriously. It’s only after we have won the customer back by the service recovery done by the team that a case is closed.

Customer Expectations 61

Customer Expectations Customer Experience E Commerce Management 61

SurveySparrow

NOVEMBER 6, 2020

It has a variety of templates such as event surveys, market research, opinion polls, concept testing, customer satisfaction, employee engagement, etc. Features of Typeform: Send NPS surveys at regular intervals. The NPS data can also be synced back to Salesforce. SurveyMonkey has a multitude of survey templates.

Multi-Channel 45

Multi-Channel Net Promoter Score NPS 2002 45