Retently
MARCH 23, 2023
You can also learn a surprising amount of tactics and strategies by studying the opposite end of the scale – the world’s least successful companies, from a churn perspective – to compare their common weaknesses and find out what makes their customers so unlikely to recommend them to their peers.
Beyond Philosophy
NOVEMBER 10, 2014
In the United Kingdom, the NCSI portfolio earned a return of 59 percent from April 2007 to June 2011, and the FTSE 100 had a negative return of 6 percent.” In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises. Sources: Digby, James. “50
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Amity
MAY 5, 2016
Customer Churn. Customer Health Score. Customer Lifecycle. Customer Retention. Customer Success. Customer Success Manager. Net Promoter Score. — Jan Poston Day (@jpostonday) November 2, 2007. — eBusiness Services (@ebusiness) April 17, 2007.
Heart of the Customer
SEPTEMBER 11, 2014
The Temkin Group analysis shows that a modest increase in customer experience can result in significant revenue increases – a $1 billion bank sees $273 million in additional revenue over three years, and even a health plan sees $140.8 Net Promoter Score inventor Fred Reichheld writes in The Ultimate Question 2.0
ijgolding
MAY 20, 2015
The company was named ninth on Business Week’s top 25 companies customer service list in 2007. It was therefore no surprise that when I myself became a customer of my local Enterprise branch in Chester, North West England, I was very pleased with the Customer Journey I experienced. Most of all, I TRUSTED them.
Retently
SEPTEMBER 17, 2018
Apple’s continual focus on improving its Net Promoter Score has produced significant results for the company. In 2007, its NPS was a respectable 58. As of 2016, the company had an NPS of 72 – one of the highest in the technology industry – following a decrease in 2018 to a score of 63.
Bob Hayes
MAY 7, 2018
The Net Promoter Score (NPS), a metric used to gauge the health of the customer relationship, has been used by companies for years. Second, the calculation of the metric (a difference score) results in an ambiguous score that is difficult to interpret. First, the “research” behind the NPS claims is flawed.
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