Beyond Philosophy

NOVEMBER 9, 2023

So, when I share some statistics I read regarding customer satisfaction and leveraging behavioral economics, some of which I felt very glass-half-empty about, I hope a few of you, with your half-glass-full dispositions, will help me see the bright side. What is worse is that since then, American customer satisfaction declined more.

2024 78

2024 Customer Satisfaction 2006 2010 78

SurveySensum

SEPTEMBER 8, 2023

In 2006, Bain & Company conducted thorough research on Dell’s detractors and promoters. Now, according to Bain & Company, if Dell could turn only 2-8% of those unhappy customers into satisfied ones, they could have boosted their annual revenue by $167 million. They found that on average, a consumer is valued at $210 to Dell.

NPS 52

NPS ROI Social Media Banking 52

Bob Hayes

MAY 7, 2018

“Satisfaction lacks a consistently demonstrable connection to… growth” (Reichheld, 2003). In a compelling graph, Reichheld (2006) illustrates that companies with higher Net Promoter Scores show better revenue growth compared to companies with lower Net Promoter Scores. 2006; Gruca & Rego, 2005). 2004; Fornell, et al.,

NPS 89

NPS Net Promoter Score 2007 2006 89

Bob Hayes

MAY 7, 2018

“Satisfaction lacks a consistently demonstrable connection to… growth” (Reichheld, 2003). In a compelling graph, Reichheld (2006) illustrates that companies with higher Net Promoter Scores show better revenue growth compared to companies with lower Net Promoter Scores. 2006; Gruca & Rego, 2005). 2004; Fornell, et al.,

NPS 86

NPS Net Promoter Score 2007 2006 86

ProProfs Chat

FEBRUARY 13, 2020

Through customer loyalty facts and trends, your business can pick up some of the pivotal ideas, and do’s and don’ts of the customer loyalty program. What’s more, these customer loyalty stats give an insight into factors that prompt customers to be loyal to a brand. Customer Loyalty B2B Statistics.

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109

Retently

SEPTEMBER 17, 2018

Apple’s customer satisfaction and loyalty have been growing steadily over the years, reflecting the way consumers view the brand. Because NPS is related to a company’s growth and customer retention levels. The score showcases how many people are happy with your brand, and how many actually promote it.

NPS 117

NPS Net Promoter Score Loyalty Omnichannel 117

Beyond Philosophy

JULY 12, 2016

Here’s a summary which encapsulates the difference between satisfaction and loyalty as metrics, expressed by Susan Wyse of Snap Surveys in a June, 2012 post: “Customer Satisfaction is a measurement of customer attitudes regarding products, services, and brands. higher customer satisfaction, which leads to….

Connections 68

Connections Engagement 2012 Definition 68