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. Measurements should be accurate customer measures, like Customer Satisfaction scores or Net Promoter Scores® (NPS) [1] , a measure of how likely that customer is to recommend you to others.

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

GetFeedback

JANUARY 31, 2020

Customer retention is a leading critical performance indicator for companies in 2002, and for good reason. Asking customers whether or not they were satisfied with their overall experience isn’t enough—you need to focus on a narrower point of interaction. Engage with NPS Detractors to boost retention.

Customer Retention 150

Customer Retention Net Promoter Score Omnichannel 2002 150

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

APRIL 7, 2016

Here are two examples: Maersk Line who have improved their net promoter score by 40 points in 30 months which resulted in a 10% increase in shipping volumes. When I started consulting back in 2002, no one knew what Customer Experience was. Our work with clients shows this to be the case. Now, in 2016, some still don’t.

Net Promoter Score 113

Net Promoter Score 2002 CEM 2013 113

Kerry Bodine

APRIL 30, 2019

Event #1: Net Promoter Score ® arrived on the scene. 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.” Well, let’s be honest: Some still don’t.

Events 59

Events 2006 Net Promoter Score 2007 59

Kerry Bodine

APRIL 30, 2019

Event #1: Net Promoter Score ® arrived on the scene. 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.” Well, let’s be honest: Some still don’t.

Events 59

Events 2006 Net Promoter Score 2007 59

Beyond Philosophy

APRIL 7, 2016

Here are two examples: Maersk Line who have improved their net promoter score by 40 points in 30 months which resulted in a 10% increase in shipping volumes. When I started consulting back in 2002, no one knew what Customer Experience was. Our work with clients shows this to be the case. Now, in 2016, some still don’t.

Net Promoter Score 60

Net Promoter Score 2002 CEM 2013 60