ShepHyken

NOVEMBER 30, 2021

practice, and the author of five books including his latest, Winning on Purpose: The Unbeatable Strategy of Loving Customers. They discuss how companies can use Net Promoter Score to enrich lives and drive sustainable growth. Net Promoter® ?system How do you calculate Net Promoter Score?

Net Promoter Score 70

Net Promoter Score NPS Books Loyalty 70

PeopleMetrics

MAY 13, 2021

In this session, we share 3 strategies to help you turn your customers into promoters, starting with Net Promoter Score (NPS) - a universal metric that helps you understand your relationship with customers and identify opportunities to turn passive customers into brand promoters. Watch on YouTube. ?

Net Promoter Score 83

Net Promoter Score CEM NPS Download 83

Genroe

DECEMBER 6, 2021

This regularly updated post provides links to the most popular (defined below) books on CX and related areas, along with their authors, ratings and prices. Sometimes this says more about how long a book has been […]. While there are many ways this list could be ordered, it is ordered by number of ratings on Amazon.

Books 52

Books 2021 Net Promoter Score Customer Experience 52

ShepHyken

JUNE 5, 2023

For example, if you are measuring Net Promoter Score (NPS), pay attention to Employee Net Promoter Score (eNPS). Her latest book, The Experience Mindset: Changing the Way You Think About Growth , is now available on Amazon. She is the Wall Street Journal, bestselling author of Growth IQ.

Employee Experience 88

Employee Experience Net Promoter Score Books NPS 88

Eptica

MARCH 27, 2019

Date: Wednesday, March 27, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Three books that highlight the importance of the Voice of the Customer. Author: Taoufik Massoussi - Product Manager & Head of AI In a previous post, Olivier Njamfa reviewed his five favorite books on the subject of trust and the customer journey.

Books 66

Books Net Promoter Score 2019 Loyalty 66

Genroe

DECEMBER 15, 2014

Unfortunately John Greathouse has jumped to a few conclusions when he penned his article in the Wall Street Journal: Startups Should Focus On Their NRS — Net Revenue Score. There are quite a few items that need review including: Mis-Understanding Net Promoter Score. This may be true but it is incidental.

Net Promoter Score 63

Net Promoter Score NPS Feedback Reference 63

TechSee

APRIL 9, 2024

Satisfaction metrics, such as Customer Satisfaction Scores (CSAT) and Net Promoter Scores (NPS), see substantial improvement, reflecting the smoother, more engaging onboarding experience. To see these results in action and discover what visual engagement can do for your organization, book a demo today.

Net Promoter Score 124

Net Promoter Score NPS Customer Satisfaction Customer Confidence 124

ShepHyken

MARCH 24, 2021

This is the first of a number of lessons I’ll be sharing from my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. As an example, two very popular measurements are NPS (Net Promoter Score) and CSAT (Customer Satisfaction). We’re revisiting that topic with a fresh point of view.

Measurement 152

Measurement Net Promoter Score Customer Satisfaction Books 152

Beyond Philosophy

JANUARY 4, 2024

For example, this past year, my podcast partner was working on a book proposal and fell into another book project with a colleague while doing so. So, he had a goal to write a book, and he is, even if it isn’t the one he originally planned to write. You must also celebrate and take joy in those minor improvements.

2024 97

2024 2023 Net Promoter Score NPS 97

InMoment XI

OCTOBER 29, 2014

I don’t always agree with him; for example, I categorically dispute his claim that the Net Promoter Score is the “ultimate” measure of customer loyalty. In his book, The Ultimate. Yet, on many topics I think his observations are right on the mark. Take the topic of “bad profits.”In View Article.

Net Promoter Score 200

Net Promoter Score Books Loyalty Measurement 200

InMoment XI

OCTOBER 29, 2014

I don’t always agree with him; for example, I categorically dispute his claim that the Net Promoter Score is the “ultimate” measure of customer loyalty. In his book, The Ultimate. Yet, on many topics I think his observations are right on the mark. Take the topic of “bad profits.”In View Article

Net Promoter Score 200

Net Promoter Score Books Loyalty Measurement 200

InMoment XI

OCTOBER 29, 2014

I don’t always agree with him; for example, I categorically dispute his claim that the Net Promoter Score is the “ultimate” measure of customer loyalty. In his book, The Ultimate. Yet, on many topics I think his observations are right on the mark. Take the topic of “bad profits.”In View Article

Net Promoter Score 200

Net Promoter Score Books Loyalty Measurement 200

PeopleMetrics

APRIL 15, 2021

Read our CEO's book Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold" [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. YouTube: [link].

Net Promoter Score 118

Net Promoter Score Download Voice of Customer Books 118

COPC

MAY 19, 2023

Organizations often dedicate substantial time and effort debating whether to use Customer Satisfaction (CSAT) , Net Promoter Score (NPS) or Customer Effort Score (CES). Net Promoter Score (NPS) NPS measures the likelihood of a customer recommending a company’s product or service to others.

NPS 71

NPS Net Promoter Score 2003 Effort Score 71

CloudCherry

JULY 18, 2018

Survey for Net Promoter Score (NPS). One of the most popular measures of customer experience is the Net Promoter Score (NPS), which is a measure of loyalty to your brand and an effective method to determine customer likelihood to repurchase, refer friends and family, and resist market pressure to deflect to a competitor.

Customer Experience Management 170

Customer Experience Management Net Promoter Score Customer Experience Management 170

Daniel Group

SEPTEMBER 15, 2023

His books, particularly his latest, “ Winning on Purpose, ” are widely acclaimed. Throughout the interview, Reichheld underscores the significance of customer loyalty, the emotional bond between businesses and customers, and the pivotal role of outcome metrics in understanding and driving business growth.

Net Promoter Score 95

Net Promoter Score NPS Loyalty Metrics 95

Beyond Philosophy

MAY 8, 2019

Now, when I say value, I’m talking about which emotions make people spend more money, and make people give you better Net Promoter Scores. These results were also published in my third book, The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007). It’s as simple as that.

Net Promoter Score 155

Net Promoter Score 2004 Insurance 2007 155

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. Success in customer experience (CX) can be represented by numbers.

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

COPC

JANUARY 9, 2024

We ensured alignment by creating an employee brand book that encompassed communication guidelines, employee objectives and project roadmaps. We aim to enhance our customer experience scores, which we measure through traditional key performance indicators such as customer satisfaction, net promoter score and first-time resolution.

Customer Experience 76

Customer Experience Net Promoter Score 2024 Customer Care 76

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

Alida

NOVEMBER 25, 2016

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. One example comes from an unexpected industry: utilities.

ROI 269

ROI Measurement Brands Net Promoter Score 269

AskNicely

AUGUST 8, 2018

You’ve got the buy-in from your company and have created a top-notch Net Promoter Score program. You’re getting your scores and the first question everyone asks is “How do we get our scores to go up?”. Here are the top five ways to increase your NPS scores: 1. We wrote the book on NPS. Close the loop.

Net Promoter Score 60

Net Promoter Score NPS Books Customer Journey 60

Beyond Philosophy

DECEMBER 6, 2019

This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. Colin is an international author of six bestselling books and an engaging keynote speaker. I wondered how I did that.

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

Beyond Philosophy

AUGUST 16, 2018

We do, though discuss dozens of theories on our weekly podcast and we even wrote a book about some of them! Any Customer Experience you deliver should result in more profits, loyalty, customer retention or Net Promoter Score or something of value for the organization. What drives value for the organization?

Net Promoter Score 184

Net Promoter Score Consulting NPS Measurement 184

Customer Bliss

APRIL 11, 2017

Brian Andrews is a pioneer in the implementation of NPS – the Net Promoter System™. We talk about his journey in figuring out exactly what it was, well before Fred Reichheld wrote his ground-breaking book. The Origins Of Net Promoter Score. Fred Reichheld had already written several books on loyalty.

NPS 163

NPS Net Promoter Score 2003 2007 163

Beyond Philosophy

NOVEMBER 10, 2014

A Global Shipping company increased its Net Promoter Score (NPS) by 40% points over 30 months. The company linked every 4% points improvement of their NPS score to 1% improvement in shipping volume, thus increasing volume by 10%.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Beyond Philosophy

JULY 3, 2017

The early gains in Net Promoter Score (NPS) have faded into legend and the NPS now languishes in a plateau, quarter after quarter. Colin is an international author of five bestselling books and an engaging keynote speaker. For many organizations, the initial improvements in Customer Experience have long since passed.

NPS 117

NPS Net Promoter Score Books 2016 117

Beyond Philosophy

NOVEMBER 19, 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 125

Net Promoter Score Social Media Books Loyalty 125

CloudCherry

DECEMBER 1, 2018

This loyalty translates to an insanely high Net Promoter Score (NPS). Download our free e-book on building a modern member experience program and learn: 1. People stream their annual product announcements during their breaks at work and line up for days to purchase the latest iPhone.

NPS 225

NPS Net Promoter Score Banking Touchpoint 225

Lumoa

JANUARY 15, 2024

AI-powered systems can help customers make purchases, book appointments, and seek support. It’s also a vital way of merging the online and offline stages of a customer journey into one seamless digital experience. As these AI models undergo more training, they’ll be able to handle increasingly complex situations, too.

Customer Experience 83

Customer Experience Net Promoter Score Touchpoint Omnichannel 83

Wootric

DECEMBER 21, 2018

If you missed any, here is your chance to get caught up and ready for a winning 2019: How to Choose the Best Net Promoter Score Software for your Business. We’ve also provided a total of 8 major questions in our free e-book, as well as a link to a handy spreadsheet to keep track of everything in this process.

Net Promoter Score 56

Net Promoter Score 2018 Blog Article 56

Beyond Philosophy

DECEMBER 26, 2014

Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you. Prediction #1: Net Promoter Score (NPS) Will Continue to Falter. Blogs Customer Experience'

Net Promoter Score 167

Net Promoter Score NPS Customer Service Insurance 167

ShepHyken

MAY 26, 2017

Net Promoter Score (NPS). The Net Promoter Score needs no grand introduction. Promoters, on the other hand, are your loyal and happy customers, who would gladly promote your brand in their circles. Customer Satisfaction score (CSAT).

Metrics 91

Metrics Net Promoter Score Blog Effort Score 91

ShepHyken

FEBRUARY 21, 2017

This goes beyond asking the Net Promoter Score question of “On a scale of 0 to 10, what is the likelihood that you would recommend us?”. Bell has authored eight national best-selling books. His latest book is Kaleidoscope: Delivering Innovative Service That Sparkles. . What would I do totally differently?

Net Promoter Score 86

Net Promoter Score Loyalty Books Innovation 86

Beyond Philosophy

NOVEMBER 27, 2020

These paybacks can range from increased customer spend, market share, or Net Promoter Score (NPS)*. Net Promoter Score? and Net Promoter System? Colin is an international author of six bestselling books and an engaging keynote speaker. Satmetrix Systems, Inc., and Fred Reichheld.

Net Promoter Score 150

Net Promoter Score NPS Insurance Consulting 150

Beyond Philosophy

JUNE 12, 2015

RICOH Canada recently increased their Net Promoter Score (NPS) from 25 to 59 in 30 months, an improvement of 34 points using many of our philosophies. Colin is an international author of four bestselling books and an engaging keynote speaker. Reserve your spot today! Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 137

Net Promoter Score Customer Experience 2015 2013 137