Beyond Philosophy

FEBRUARY 8, 2020

Today’s businesses must face the challenges of new product and service launches in a commoditized market, fueled at least in part to massive growth in online commerce. Since 2002, Beyond Philosophy has focused on growth driven by an improved Customer Experience. However, gaining growth is not impossible, in fact, far from it.

Net Promoter Score 142

Net Promoter Score 2002 NPS 2020 142

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

Customer Bliss

APRIL 11, 2017

Here, we discuss the critical factors in embedding this approach not as survey-score chasing, but business transformation. Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He The Origins Of Net Promoter Score. About Brian.

NPS 163

NPS Net Promoter Score 2003 2007 163

GetFeedback

JANUARY 31, 2020

Customer retention is a leading critical performance indicator for companies in 2002, and for good reason. While developing surveys around Net Promoter Score (NPS) results, it’s definitely important to engage with your Promoters (loyal customers with high retention rates).

Customer Retention 150

Customer Retention Net Promoter Score Omnichannel 2002 150

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. Top 50 Marketing Thought Leader’ Reveals Latest Trend.

Net Promoter Score 113

Net Promoter Score 2002 CEM 2013 113

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). Attention Cluster: These emotions are what marketing tries to evoke. Ideally, these emotions drive value.

Measurement 174

Measurement Management Net Promoter Score 2002 174

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.” And it was dead simple to understand.

Events 59

Events 2006 Net Promoter Score 2007 59