Experience Matters

JULY 11, 2018

Net Promoter® Score (NPS®) is one of the most popular CX metrics, so we are often asked to discuss it with clients. The post What is Net Promoter Score? Video) appeared first on Customer Experience Matters®. That’s why created this video. This video is a great Read More.

Net Promoter Score 14

Net Promoter Score NPS Metrics Information 14

Experience Matters

SEPTEMBER 11, 2017

The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017.

2017 106

2017 NPS Net Promoter Score B2B 106

Experience Matters

SEPTEMBER 14, 2016

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2016, The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous four years.

2016 105

2016 NPS Net Promoter Score B2B 105

Lumoa

FEBRUARY 9, 2023

Customer churn is the opposite of retention. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Compelling Brand Values: Brand promises drive how the organization treats customers. Wondering which metric to choose?

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Experience Matters

JULY 9, 2015

I’ve recommended to some companies that they adopt NPS, to others that they stop using NPS, and to others that they start with a totally different set of metrics (see our VoC/NPS resource page ). Despite the claims, there is no single question that you can ask customers that will make companies customer-centric.

Net Promoter Score 120

Net Promoter Score NPS Metrics Customer Centricity 120

Lumoa

MARCH 20, 2018

Churn Customer churn happens when a customer/subscriber stops doing business with a company. Customer churn is the opposite of retention. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. So why should you care?

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

Qualtrics

FEBRUARY 1, 2019

Slack has been listening to customer feedback since its inception and was founded because of customer complaints with email. The company focuses on customer-facing metrics like NPS , instead of its bottom-line, and it integrates them throughout the business, helping to inform their most critical decisions.

Customer Centricity 20

Customer Centricity Customer Connectedness Innovation Books 20

Lumoa

MARCH 20, 2018

Churn Customer churn happens when a customer/subscriber stops doing business with a company. Customer churn is the opposite of retention. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. So why should you care?

Definition 64

Definition Net Promoter Score Customer Experience CEM 64