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. A process is the steps.

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

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

I started my career with Convergys in 2002 as a Customer Service Representative. I was genuinely fond of meeting and interacting with people, so the aviation industry was a perfect fit for me. A typical day starts with analyzing the previous day’s NPS reports and notifying the concerns to the relevant departments.

Customer Experience Management 93

Customer Experience Management E Commerce Customer Experience 2002 93

C Space

MARCH 25, 2020

What’s adding to the challenge is that traditional (and expensive) methods such as NPS and brand trackers don’t seem to be the right tools for the job at this moment. The 2002-2003 SARS outbreak in China, for instance, has been credited for the sudden rise of internet usage and online shopping, leading to the huge success of Alibaba.

2002 40

2002 Airlines 2003 Travel 40

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. 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