Beyond Philosophy

OCTOBER 19, 2016

More organizations call our Customer Experience consultancy every day with the same complaint: they aren’t seeing the same gains in Net Promoter Score (NPS) that they did when they started their Customer Experience Improvement program. Since 2002, I have worked with all types of industries. Well, I will tell you.

Net Promoter Score 167

Net Promoter Score 2002 Insurance NPS 167

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

Beyond Philosophy

SEPTEMBER 24, 2020

It reminded me of 2002 when I first started talking about getting into Customer Experience. However, it’s more likely that sales and the Net Promoter Score (NPS)® go up by five percent, but your competition also went up or down a little bit, or the market got more competitive or any other host of influences.

Net Promoter Score 139

Net Promoter Score 2002 Presentation Customers 139

Beyond Philosophy

JANUARY 27, 2022

In 2002, Fred Reichheld, inventor of Net Promoter Score® [1] , wrote in the Harvard Business Review, “ Avoid the Four Perils of CRM.” During this discussion, it occurred to me that the disappointment I felt about the CX movement sounded familiar. I thought I had felt this way before. . It was about CRM. .

Net Promoter Score 78

Net Promoter Score 2001 2002 Customer Satisfaction 78

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. 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

SurveySparrow

NOVEMBER 6, 2020

Qualtrics: Started in 2002, it is one of the oldest online survey tools in the market. Send Net Promoter Score surveys at the right intervals. Google Forms has integration capabilities with Salesforce, Google Contacts, MailChimp, ActiveCampaign, MailChimp, Salesforce, Trello, Google Calendar, Jira, Asana, etc.,

Multi-Channel 45

Multi-Channel Net Promoter Score NPS 2002 45