NPS Related Topics 
eglobalis
JULY 2, 2024
The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. Should you kill NPS?
eglobalis
NOVEMBER 15, 2023
Why NPS doesn't work any more, and what's the alternative ? The post Why NPS doesn’t work any more, and what’s the alternative? appeared first on Eglobalis.
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eglobalis
MARCH 30, 2025
For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data. In sum, while surveys like NPS are easy to administer and benchmark, they often fail to capture the depth, immediacy, and drivers of customer sentiment.
eglobalis
NOVEMBER 3, 2024
While standard measures like Net Promoter Score (NPS) or Customer Satisfaction (CSAT) offer broad insights, they may miss the nuances of individual client needs and the depth of engagement necessary in B2B contexts.
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Common questions include: Does Net Promoter Score® (NPS) still have the same predictive power? Two years later, CX pros are still curious about the impact the pandemic has had on customer expectations and how to modify their CX measurement programs accordingly. Do loyalty metrics need to be reassessed?
eglobalis
NOVEMBER 26, 2024
Pepper Content [link] Beyond NPS: Why Customer Feedback Needs a 360-Degree Revolution [link] The post Empathy Won’t Save You: Why CX Thrives on Action, Not Sentiment but Outcomes? appeared first on Eglobalis.
eglobalis
OCTOBER 14, 2024
Bain & Company [link] Bain, creators of the Net Promoter Score (NPS) framework, continues to push this model despite its increasingly exposed limitations and frustrated results. Bain offers CX consulting and training services heavily centered on NPS and customer feedback systems.
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As technology has matured to connect feedback with action and get deeper customer insights—NPS programs find themselves in the midst of a renaissance. Get the NPS checklist to access the 7 questions you should consider when building your NPS program.
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They wonder: Does Net Promoter Score® (NPS) still have the same predictive power. CX pros are examining the impact the pandemic has had on customer expectations and how they might need to modify their CX measurement programs. Do loyalty metrics need to be reassessed? Have the drivers of customer experience changed?
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Happier agents mean a better customer experience and improved CSAT/NPS scores. Remote agents are the new reality. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.
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Download this eBook and uncover how winning organizations are tapping into the right technology to improve Customer Satisfaction, NPS, and other key metrics.
Speaker: Tiffany Anderson, Director CX Process/Initiatives, Purchasing Power & Brian Morin, CMO, SmartAction
Join this interactive session with Purchasing Power's Tiffany Anderson, and get into the nitty-gritty of how they lowered costs by 20% and increased NPS by 13% - all by automating 25% of their call volume. Key takeaways: Step-by-step process for conversational AI self-service implementation.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
NPS and C-SAT become the keys to the realm, but offer no true insights. 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do. So how do you reach a place where VoC actually provides clarity?
Speaker: Curtis Bingham, CEO, Chief Customer Officer Council
NPS and Loyalty are the new shiny. Customer Experience is the new black. Companies are investing millions in improving CX. But our research indicates customer loyalty is simply the wrong thing to be measuring. It is hard to correlate loyalty metrics with business results.
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