Customer Bliss
APRIL 11, 2017
Brian Andrews is a pioneer in the implementation of NPS – the Net Promoter System™. He arrived at that role in October 2007.) He’s currently the Senior CX Principal at Medallia, after being VP, Customer Experience and NPS at Sprint. Fred Reichheld had already written several books on loyalty. Episode Overview.
Retently
MARCH 23, 2023
Since not all NPS® data is public, and most brands aren’t eager to publish their low Net Promoter Score, we’ve taken several steps to find reliable customer satisfaction data that we can use to compare brands: Whenever possible, we’ve sourced data from various NPS benchmarks to gain a picture of the general NPS range within an industry.
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Beyond Philosophy
NOVEMBER 10, 2014
So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. By comparison, the S&P 500 returned only $93, a 7-percent loss.
Customer Guru
MARCH 7, 2018
BookMyShow is India’s largest entertainment ticketing portal today, launched in Aug 2007 as India’s first ticketing aggregator. NPS (Net Promoter Score) is undoubtedly a powerful tool in gauging customer loyalty and, by extension, the health of an organization. About BookMyShow.
Retently
SEPTEMBER 17, 2018
Apple’s customer satisfaction and loyalty have been growing steadily over the years, reflecting the way consumers view the brand. According to NPS Benchmarks , Apple’s NPS score in 2017 was a resounding 72 , which is significantly higher than the average NPS score of the consumer electronics industry.
Customers Rock!
APRIL 14, 2010
I hope we can all agree that delivering a positive customer experience is the key to building customer loyalty and achieving financial success. Tags: Customer experience Customer strategy Voice of the customer social media Deborah Eastman NetPromoter NPS Richard Owen Satmetrix. Image credit: TommL ).
CX Journey
JANUARY 8, 2016
I make the connection vis-à-vis benchmarking your voice of the customer metrics, e.g., NPS, customer effort score, satisfaction, and loyalty. Tom Peters takes an interesting stance on benchmarking - and addresses that movement - in a talk he gave back in 2007: I hate benchmarking. Benchmarking is stupid. Why is it stupid?
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