Lumoa

OCTOBER 24, 2023

A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience. We will look at consumers’ hierarchy of needs in more detail below.

Competitive Advantage 83

Competitive Advantage Customer Experience Net Promoter Score Culture 83

Beyond Philosophy

NOVEMBER 10, 2014

There must be a good ratio of emphasis between internal and transactional goals, like sales and productivity, and the emotional goals, like Customer Satisfaction and Net Promoter scores. Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Beyond Philosophy

NOVEMBER 19, 2014

May it also create a Customer Experience that fosters Customer Loyalty and Retention, the hallmarks of a successful marketing campaign. If you enjoyed this post, you might be interested in the following blogs: Emotionally Engagement and Brand Loyalty: Procter and Gamble Gets it, Do You? Guinness: Being ‘Made of More’ with Your Brand.

Net Promoter Score 125

Net Promoter Score Social Media Books Loyalty 125

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Today, we’re giving you a peek inside the Chattermill Book Club. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. by Sam Frampton. on 13 May 2019.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Consumers 160

Consumers 2012 2011 2010 160

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.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Beyond Philosophy

JUNE 27, 2019

We discussed this in detail when I hosted the first in a series of webinars for Freshworks, How Consumer Emotions Impact Customer Loyalty. Our research shows that there are clusters of emotions that directly impact a company’s Net Promoter Score and other value metrics. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 138

Net Promoter Score Hospitality Webinar Airlines 138

Beyond Philosophy

NOVEMBER 11, 2014

“ Duhigg goes on to say that understanding consumers’ shopping habits and personal habits for marketing is a priority despite the fact that most of us are hardly aware of those patterns ourselves. Their primary goal in the marketing campaign is to convey this to consumers. What they have discovered that this isn’t an easy task.

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

ShepHyken

MAY 26, 2017

But now with the explosion of Customer Experience into the mainframe, tracking more of experiential metrics has become the norm, and if you aren’t doing it, chances are that you’re actually clueless about how your business ranks against competitors and also in the minds of consumers. Net Promoter Score (NPS).

Metrics 92

Metrics Net Promoter Score Blog Effort Score 92

Beyond Philosophy

JUNE 11, 2015

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. Customer loyalty programs are especially popular among retailers. The company has long claimed that a loyalty program isn’t needed because their prices are so low.

Loyalty Programs 109

Loyalty Programs Loyalty Airlines Retail 109

Beyond Philosophy

OCTOBER 14, 2014

With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? Consumers also believe that in spite of this concern about safety they must share data to have a better experience with a company.

Net Promoter Score 102

Net Promoter Score CEM Books Customer Retention 102

Beyond Philosophy

NOVEMBER 24, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Beyond Philosophy

NOVEMBER 18, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Centricity 129

Customer Centricity Net Promoter Score Social Media Books 129

Beyond Philosophy

AUGUST 15, 2019

With 11 books on marketing and Customer Experience, our guest Don Peppers , bestselling author, blogger, business strategist, and acclaimed keynote speaker, joins us to share his wisdom on the subject. Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys. They weren’t. The Golden Question .

Measurement 125

Measurement Net Promoter Score NPS Metrics 125

CX Journey

MARCH 24, 2016

The overall goal is to maximize loyalty and reduce churn. On the opposite side of loyalty is churn because, simply put, a loyal customers is less likely to churn. It is a strong predictor of future customer loyalty – those with high effort scores are less likely to become return customers.

NPS 53

NPS Net Promoter Score Measurement Loyalty 53

Beyond Philosophy

MARCH 5, 2015

Colin is an international author of four best-selling books and an engaging keynote speaker. View our books on Customer Experience here. To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. If you would like to follow Beyond Philosophy click here.

Airlines 132

Airlines Net Promoter Score Transportation CEM 132

Beyond Philosophy

JULY 14, 2015

Ricoh – How We Moved Our Loyalty Score by 34 Points in 30 Months Webinar . Colin is an international author of four best-selling books and an engaging keynote speaker. I would love to hear what you think some other signs show an organization is only thinking of themselves and not the Customer. Reserve your spot today!

Customer Relationships 146

Customer Relationships Net Promoter Score Customer Centricity Webinar 146

Beyond Philosophy

DECEMBER 11, 2020

I defined it for myself as the mix of rational and emotional parts of an interaction with a customer, which later became my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Colin is an international author of six bestselling books and an engaging keynote speaker. Sure, but….what

Measurement 174

Measurement Management Net Promoter Score 2002 174

Beyond Philosophy

NOVEMBER 6, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

Beyond Philosophy

OCTOBER 29, 2014

The same change in price framed differently has a significant effect on consumer behavior…. The effect of loss aversion in a marketing setting was demonstrated in a study of consumer reaction to price changes to insurance policies. [2]

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

Beyond Philosophy

JULY 9, 2015

What you may not realize, however, it is also critical to winning the hearts and minds of the coveted group of women consumers. My regular readers know that how your Customers feel about your experience is a big part (over 50% based on our research) of how they feel about your brand and their loyalty to it. Reserve your spot today!

Brands 109

Brands Net Promoter Score 2011 2014 109

Beyond Philosophy

OCTOBER 28, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

CloudCherry

DECEMBER 1, 2018

But compiling surveys from multiple branches can be time-consuming and almost impossible without the right technology to help. For example, if you have multiple branches, CrossTabs can report the NPS (Net Promoter Score) of all branches in one go, as well as break it down by location so you can spot outliers.

CEM 150

CEM Net Promoter Score Touchpoint NPS 150

Beyond Philosophy

SEPTEMBER 15, 2015

Did you know Netflix’s Net Promoter Score (NPS) is higher than the cable companies? For those of you that don’t know, Net Promoter Score (NPS) represents the likelihood a Customer would recommend your product or service to other people (i.e., I love Netflix. It is simple.

Net Promoter Score 153

Net Promoter Score NPS Banking 2003 153

CloudCherry

OCTOBER 19, 2018

But compiling surveys from multiple branches can be time-consuming and almost impossible without the right technology to help. For example, if you have multiple branches, CrossTabs can report the NPS (Net Promoter Score) of all branches in one go, as well as break it down by location so you can spot outliers.

CEM 150

CEM Net Promoter Score Touchpoint NPS 150

Michelli Experience

OCTOBER 25, 2016

Here are some important terms of art when it comes to understanding the strength of your brand: Brand Awareness – the visibility of your brand and it’s products/services in the eyes of consumers. This type of engagement can be tracked with metrics like the Net Promoter Score or a Gallup tool like the CE-3 (customer engagement 3).

Brands 85

Brands Net Promoter Score Metrics Customer Engagement 85

InMoment XI

JANUARY 17, 2024

It encompasses every aspect of their stay or visit, from the booking process and arrival to the accommodation, services, and departure. A memorable and positive guest experience drives customer satisfaction and fosters customer loyalty. Today’s consumers expect seamless and convenient interactions across multiple channels.

Guest Experience 260

Guest Experience Hospitality Hotels Travel 260

ReviewTrackers

JUNE 27, 2019

Entitled “Hotel Performance Impact of Socially Engaging with Consumers” and authored by Chris Anderson and Saram Han of the Cornell University School of Hotel Administration, the study analyzed review data on TripAdvisor and examined the effects of reviews and review responses on reputation and revenue.

Management 85

Management Hospitality Hotels Net Promoter Score 85

NICE inContact

AUGUST 9, 2018

Net Promoter Score (NPS). Net Promote Score or NPS focuses on answering the question: Are my customers willing to recommend my product and/or services to others? CSAT surveys are generally sent on a regular basis (monthly or quarterly) and are not tied to specific service interactions (more on that later).

NPS 49

NPS Metrics Net Promoter Score Customer Service 49

NICE inContact

AUGUST 9, 2018

Net Promoter Score (NPS). Net Promote Score or NPS focuses on answering the question: Are my customers willing to recommend my product and/or services to others? CSAT surveys are generally sent on a regular basis (monthly or quarterly) and are not tied to specific service interactions (more on that later).

NPS 49

NPS Metrics Net Promoter Score Customer Service 49

Thematic

SEPTEMBER 6, 2018

Are you wondering whether to invest in the Net Promoter Score (NPS) to improve your customer experience? In this post, we’re only focusing on Net Promoter Score. For more on the Net Promoter System , we recommend checking out resources like Bain & Company , and Customer Strategy to name only a couple).

Net Promoter Score 54

Net Promoter Score NPS Feedback Metrics 54

Beyond Philosophy

OCTOBER 24, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

ROI 74

ROI Net Promoter Score CEM 2014 74

Beyond Philosophy

JUNE 30, 2015

does not include the commission of the auction house (Sotheby’s charges a buyer’s premium, which is typically 20% on the first $100,000 and then drops to a lower percentage of 12% on anything above that), nor does it include the taxes that are then to be paid (VAT or Value-Added Tax on consumer spending). Reserve your spot today!

Net Promoter Score 123

Net Promoter Score Webinar Customer Centricity Loyalty 123

Retently

MARCH 18, 2019

Well, by far the most effective way to measure customer satisfaction and loyalty is via the Net Promoter Score. After all, brands with high customer retention are usually companies with high NPS score. Consumers love Starbucks – even more since the company implemented its rewards program.

Net Promoter Score 131

Net Promoter Score NPS Customer Retention Loyalty 131

Alida

SEPTEMBER 22, 2016

Authentic companies inspire loyalty,” said Scott Miller, CEO of Vision Critical, in his opening keynote. Super important point – authenticity drives loyalty #vcsummit. In a world of choice, consumers need help to simplify their decisions. Look forward to reading his book! Embrace the authenticity challenge.

2016 267

2016 Innovation Marketing Insights 267

Beyond Philosophy

JUNE 11, 2015

…just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? Overcome short attention spans by enabling consumers to quickly move from stage to stage in games.

Loyalty Programs 106

Loyalty Programs Loyalty Consumers Retail 106

C Space

FEBRUARY 12, 2020

When we internalize the essence of a brand as a part of who we are and what we want to project to the world — the brand and the consumer become one in vision and values. What is the basic thesis of “Identity Loyalty”? Identity loyalty really pushes marketers to think beyond repeat purchase.

Brands 52

Brands Marketing Sports Net Promoter Score 52