Customer Bliss
APRIL 11, 2017
Brian Andrews is a pioneer in the implementation of NPS – the Net Promoter System™. Here, we discuss the critical factors in embedding this approach not as survey-score chasing, but business transformation. The Origins Of Net Promoter Score. About Brian. He has an MBA from Purdue University.
Beyond Philosophy
FEBRUARY 8, 2020
Since 2002, Beyond Philosophy has focused on growth driven by an improved Customer Experience. Our work with Maersk Line, the largest shipping container company in the world, improved Maersk’s Net Promoter Score ® (NPS)by 40 points in 30 months, a statistic I often share. So, how do we get growth?
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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.
GetFeedback
JANUARY 31, 2020
Customer retention is a leading critical performance indicator for companies in 2002, and for good reason. Engage with NPS Detractors to boost retention. While developing surveys around Net Promoter Score (NPS) results, it’s definitely important to engage with your Promoters (loyal customers with high retention rates).
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.
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.”
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.”
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