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.” According to Marketing Metrics , you have a much higher probability to sell your existing customers than a new prospect, at 60 to 70% versus 5 to 20%, respectively.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Comm100

NOVEMBER 13, 2022

This meant a shift away from efficiency metrics towards agent wellbeing. The efficiencies of live chat also mean a high return on investment (ROI) for the technology. Access our Live Chat ROI Calculator to learn how much your team can save by introducing live chat. . Founded: 2007.

Customer Service 75

Customer Service Omnichannel Social Media 2021 75

SurveySensum

SEPTEMBER 8, 2023

This small case study shows that when companies move beyond the traditional customer satisfaction metric and rigorously measure NPS , they can find ways to make customers happier, which, in turn, can lead to increased revenue. Between 2007 and 2011, Apple’s NPS soared from 58% to an impressive 72%. Another Customer Lost?

NPS 52

NPS ROI Social Media Banking 52

SurveySensum

JULY 14, 2020

Ali Malik is a certified CX Professional (CCXP) and specialist in CX, Brands & Market Research, designing Metrics & Measurements, Mystery Shopping & Voice of Customer & Employees Programs. As Head of Global NPS he set up best-in-class Net Promoter Score (NPS) programs throughout Europe and Asia.

2020 132

2020 Customer Experience Magazine Consulting 132

Amity

FEBRUARY 10, 2017

Around 2007, I decided to move into the post-sales world because I wanted to get closer to the product, to the value proposition, and to the customer challenges that can be addressed through software. Another driving factor of change in marketing is pressure to prove ROI. What type of metrics do you watch closely?

Customer Success 80

Customer Success Marketing White Paper Net Promoter Score 80

Michel Falcon Experience

MARCH 12, 2019

In 2007, I was a young professional trying to really understand what I wanted to build my career off of; what was going to be my niche or my nitch? ” And it was super niche, 2007 nobody was really talking about it; shortly after, Zappos was the company that was really taking off, leveraging customer experience management.

Culture 12

Culture 2019 Engagement Net Promoter Score 12