Lumoa
APRIL 3, 2018
Whom would you consult if you were choosing a hairdresser's saloon or a new car to buy? The Net Promoter: what is it? The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. For example, if 65% of your customers are promoters and 12% are detractors, NPS is 53. ??
InteractionMetrics
MAY 16, 2024
Net Promoter Surveys and Strategies : Net Promoter Surveys are well known and, as alluded to earlier, part of any research firm’s repertoire, but a complete NPS Strategy includes Text Analysis and 3 rd -party follow-up to learn in more granular detail about the experiences of your detractors, promoters, and sometimes your passives too.
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Beyond Philosophy
DECEMBER 28, 2020
Later I learned that in Asia, standing up and answering a question in front of 100 people during a presentation was, from a cultural perspective, was considered rude. It occurred to me that perhaps some of you have had something similar to your Customer Experiences in a different culture. We covered this topic on a recent podcast.
Beyond Philosophy
DECEMBER 6, 2019
When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. 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. I wondered how I did that.
Experience Investigators by 360Connext
SEPTEMBER 6, 2017
He promotes the idea of becoming more customer-focused. Then he scolds his people when metrics like Net Promoter Score (NPS) or Customer Satisfaction go down. The post How to Start Improving CX in the Real World appeared first on Customer Experience Consulting. ” says Marcus. And that’s all.
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. They also won’t be as loyal, and they’ll be giving you lower Net Promoter Scores, etc. It’s as simple as that. To listen in , please click here.
Experience Investigators by 360Connext
NOVEMBER 5, 2014
Reading can be encouraged around company values and topics, specific employee development or even great novels which teach us about different cultures or issues. How Net Promoter Companies Thrive in a Customer-Driven World . Some companies are forming book clubs and asking nearby college professors to help facilitate them.
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