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

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.”

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.”

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.”

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. 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