Alida
MAY 11, 2016
Renowned business author and strategist Fred Reichheld is sick and tired of customer satisfaction surveys. In 2003, Reichheld introduced the concept of Net Promoter System (often referred to as the Net Promoter Score, or just NPS for short) in the Harvard Business Review article “ The One Number You Need to Grow.”
Retently
OCTOBER 16, 2023
In a 2003 Harvard Business Review article , Fred Reichheld introduced Net Promoter Score® as a new measure of customer loyalty and satisfaction. That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology.
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GetFeedback
SEPTEMBER 20, 2019
Today, we’ll discuss the three most popular customer loyalty metrics that fall under the structured category—NPS, CES, and CSAT—and the role that each should play in your CX strategy. In 2003, loyalty consultant Fred Reichheld proposed a simple method to measure loyalty, called the Net Promoter Score ® (NPS ® ). . Free CSAT Calculator.
Alida
MARCH 23, 2017
Looking beyond traditional customer experience (CX) metrics. What might have provided telecom leaders with a better understanding into customer satisfaction 14 years ago ( the same year the Nokia 6010 launched ), may not be relevant today. The problem with NPS surveys.
BlueOcean
FEBRUARY 7, 2019
For example, we can’t forget about Net Promoter Scores (NPS) and Customer Satisfaction (CSAT). NPS was a metric first introduced in 2003, which feels like a lifetime ago. That’s where you have to take a holistic approach with the underlying data.
Kustomer
OCTOBER 28, 2022
In this blog post, we share three ideas and concepts that will help you with modernizing customer engagement and transform your CX organization from a cost center into a profit center. 1) Take a True Omnichannel Approach to Modernize Customer Service. That is why the customer journey is so crucial.
Provide Support
JUNE 22, 2018
Proactive communication is an important part of customer service. It helps to facilitate the customer journey and inspires customers to stay loyal to the company. Last but not least, proactive communication is a great tool for earning loyal customers and making them want to stay. © 2003 - 2017 Provide Support LLC.
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