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 59

Events 2006 Net Promoter Score 2007 59

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 59

Events 2006 Net Promoter Score 2007 59

Win the Customer

DECEMBER 15, 2015

Whether your organization is a practitioner of Net Promoter Score (NPS) or some other method of determining customer loyalty and customer advocacy, it’s clear that promoters or loyal customers are critical to the long-term sustainability of the organization and typically result in lower costs to operations.

Net Promoter Score 64

Net Promoter Score Customer Experience 2005 2009 64

Beyond Philosophy

DECEMBER 28, 2020

Over the next 30 months, Maersk improved its Net Promoter Score (NPS)® by 40 points and led to a 10 percent increase in shipping volumes. Maersk decided that they wanted their customers to trust Maersk and feel cared for and pleased. In other cultures, that might mean a polite bow and deferring to them when they speak.

Culture 97

Culture Net Promoter Score 2005 Presentation 97

Horizon CX

OCTOBER 2, 2023

The Experience Gap is Alive and Kicking The experience gap (delivery gap, Bain & Company, 2005) is well known: 80% of CEOs say they deliver great experiences, whereas only 8% of customers agree. Because this blog is about CX, let’s address NPS (Net Promoter Score) and LTR (Likelihood to Recommend) at the frontline, as it relates to data.

Net Promoter Score 52

Net Promoter Score 2005 Retail NPS 52

TechSee

DECEMBER 5, 2017

Founded in 2005, Coveo is a provider of predictive search technologies, with integrated plug-ins for Salesforce.com, Sitecore, Google Apps for Work, Atlassian, JIRA, Office 365, YouTube, Lithium, Jive, Dropbox, and more. The NPS survey asks just one-question “How likely are you to recommend our product or service to a friend or colleague?”

Contact Center 116

Contact Center Customer Satisfaction Technology Call Center 116

Lumoa

JANUARY 23, 2018

Most companies collect feedback in some specific format, such as Net Promoter Score. Some companies use other metrics , such as Customer Effort Score or Customer Satisfaction. How to link the NPS improvement efforts to the financial benefit in practice? Your most loyal customers also typically buy more from you.

NPS 121

NPS Financial Feedback Net Promoter Score 121

ijgolding

MAY 20, 2015

Taylor, by 2005, Enterprise Rent-A-Car’s customer service had been recognized seven times by J.D. In August 2014, I would have given Enterprise a score of 9 or 10 out of 10 if I were to be asked the Net Promoter Score question. A promoter is an advocate of your business. Most of all, I TRUSTED them.

Net Promoter Score 97

Net Promoter Score 2007 2014 2015 97

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