ShepHyken

APRIL 11, 2017

Shep feels that NPS is one of the simplest, yet most powerful feedback measurement tools. The CEO and leadership team must buy in to the power of the NPS measurement and approve a budget for customer experience and retention. Customer feedback should be responded to in a timely matter. Find out the “why” behind the score.

Net Promoter Score 83

Net Promoter Score E Commerce 2008 NPS 83

CustomerGauge

MARCH 31, 2017

This model provides steps for measuring customer feedback and acting to quickly close the loop. These two methods were previously introduced as part of the Net Promoter Operating Model in the 2008 book Answering the Ultimate Question. The post Monetized Net Promoter®—Tying Revenue to NPS® appeared first on CustomerGauge.

White Paper 87

White Paper NPS 2008 Books 87

Lumoa

JANUARY 2, 2022

The Net Promoter Score® (NPS) framework is the most commonly used survey methodologies globally and is upheld as the gold standard for customer experience metrics. Depending on their response, customers fall into one of these three categories used to establish an NPS score. In other words, launch an NPS survey.

NPS 83

NPS Net Promoter Score Social Media 2008 83

InteractionMetrics

JUNE 19, 2023

Get honest feedback to see if you’ve actually solved the customer’s problem. Although NPS remains controversial, it has undoubtedly impacted the CX discipline significantly. Then in 2008, Bruce Temkin and Jeanne Bliss founded the Customer Experience Professional Association (CXPA), establishing a body of CX practices.

Loyalty 52

Loyalty Net Promoter Score Touchpoint E Commerce 52

CX Journey

FEBRUARY 27, 2019

In other words, their scores, e.g., NPS, are high, so they act like their goal is met, and there's nothing more that needs to be done about the customer experience. Neither RedBox nor Netflix are even on the radar screen in terms of competition,” said Blockbuster CEO Jim Keyes, speaking to the Motley Fool in 2008.

Metrics 35

Metrics 2008 NPS Financial 35

CX Journey

FEBRUARY 27, 2019

In other words, their scores, e.g., NPS, are high, so they act like their goal is met, and there's nothing more that needs to be done about the customer experience. Neither RedBox nor Netflix are even on the radar screen in terms of competition,” said Blockbuster CEO Jim Keyes, speaking to the Motley Fool in 2008.

Metrics 32

Metrics 2008 NPS Financial 32

Retently

OCTOBER 19, 2018

It was only in 2008 that the Chief Customer Officer position started being recognized as an important role within a company. Besides just motivating frontline employees, though, a CCO is also responsible for having a system in place (like eNPS ) to acquire feedback from them regarding how happy they are working at the respective company.

Chief Customer Officer 90

Chief Customer Officer Customer Centricity Call Center Metrics 90

Michel Falcon Experience

AUGUST 9, 2017

I was first introduced to Net Promoter Score in 2008 when I was working for 1-800-GOT-JUNK? – a company that had a NPS of 84. As of June 2017, their email subject line is “Your feedback is requested.”. Take a look at the body of your emails that you send to your customers requesting feedback. I like the company.

Net Promoter Score 76

Net Promoter Score Social Media 2008 Books 76

Retently

AUGUST 22, 2018

But before we dive deep into the NPS® competitive analysis, let’s first understand why airlines, as an industry, trails other verticals in delivering customer satisfaction. Satmetrix NICE 2018 NPS Benchmark by Industry. Competitive NPS Analysis in the Industry. Why do Airlines Have Low Customer Satisfaction Ratings.

Airlines 83

Airlines Customer Satisfaction NPS Net Promoter Score 83

Customers Rock!

APRIL 14, 2010

We had a great discussion around listening to customers, gathering social media feedback and turning it into action inside of a company, and of course we talked about the NetPromoter score and how to use it strategically. Recently on Customers Rock! Radio , I had the opportunity to have a conversation with Richard Owen, CEO of Satmetrix.

Social Media 61

Social Media 2007 2009 2008 61

Wootric

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. At Wootric, Lisa works with our phenomenal team to build a modern approach to enterprise customer feedback management. Angus Yang. Guneet Singh. Shep Hyken.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Chattermill

MAY 12, 2019

in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. Reichfield is the creator of oft-used CX metric, the Net Promoter Score (NPS), and The Ultimate Question 2.0, looks at NPS through an updated lens. Zappos founder Tony Hsieh’s book is essential reading for all customer experience professionals.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

Retently

MARCH 18, 2019

After all, brands with high customer retention are usually companies with high NPS score. Market Leaders’ NPS Scores. Given that an NPS score averages between -100 and 100, it’s clear the NPS scores of these top companies match their brands’ level of popularity. So, what do those high scores translate into, specifically?

Net Promoter Score 133

Net Promoter Score NPS Customer Retention Loyalty 133

Wootric

AUGUST 4, 2020

Like measuring NPS though, it really isn’t actionable until you start segmenting the metric. IBM used CLV to determine the effectiveness of their marketing channels to attract high-spending customers – direct mail, telesales, email, and catalogs per customer (yes, this is an old story – way back in 2008).

Metrics 52

Metrics Net Promoter Score E Commerce Effort Score 52

Amity

OCTOBER 31, 2016

We’ve had a customer support team right from the founding of the company in 2008 and from the start, our support team has been wowing customers with their dedication and passion. We’ve actually been around for a few years, dating back to 2008. We live and breathe marketing. Uberflip is not your typical startup story.

Customer Success 0

Customer Success Customers Definition Metrics 0

Bold360

DECEMBER 1, 2016

Lucjan Kierczak is an inbound marketer at Survicate , an app that makes collecting feedback from customers easy and quick. If your processes are not set up to incorporate that feedback, it’s not going to be valuable. You can investigate customer experience by asking visitors questions using unobtrusive widgets on your website.

Customer Experience 104

Customer Experience Customers Consulting E-support 104