Lumoa
APRIL 3, 2018
The Net Promoter: what is it? The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. That time, customer experience management was still unknown to the most of the business doers. For example, if 65% of your customers are promoters and 12% are detractors, NPS is 53. ??
ShepHyken
SEPTEMBER 5, 2022
Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The article quotes a survey that claimed 64% of consumers would switch. And maybe, they’re also your future Promoters. Close enough!).
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ShepHyken
SEPTEMBER 14, 2020
Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Your website is a powerful opportunity to deliver a better customer experience. Follow on Twitter: @Hyken.
Lumoa
JUNE 26, 2023
You can also achieve similar figures by building an omnichannel customer experience tailor-made for your business. This article tells you all about omnichannel marketing, its benefits, and the top ways to boost your customer experience. But first, you need to understand what an omnichannel customer experience is.
ShepHyken
SEPTEMBER 6, 2021
Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This excellent Wall Street Journal article starts with a story about a company doing something special to “delight” their customers.
Retently
AUGUST 22, 2018
However, in the pursuit of keeping their operational costs lower, airlines often compromise on one element that has become the crucial competitive differentiator – customer experience. In this article, we explore how Net Promoter Score® and data analytics can be used to dig deeper into customer issues and deliver better experiences.
Comm100
MARCH 2, 2022
For example, using Amazon for its convenient one-click checkout feature creates an experience of what easy looks and feels like, becoming a kind of de facto standard that customers could use, whether subconsciously or entirely consciously, as a gauge during their online experience with your organization.
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