Articles
Tag: net promoter score
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Companies Are Misusing Net Promoter Scores: Here’s How to Fix That
Despite how revolutionary NPS was when it was introduced, it has some serious limitations when it comes to driving profitable growth.
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What Is the Net Promoter Score?
Looking at the foundational principles of the Net Promoter Score (NPS), one of the most common customer experience metrics.
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Net Promoter Score Metrics Are Not Enough
It’s not about replacing the NPS, but rather about complimenting it with task completion and task time metrics
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Is the Employee Net Promoter Score the Best Engagement Metric?
Is the Employee Net Promoter Score (eNPS) a worthy investment for your organization?
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Are Your Customer Experience Metrics Setting You Up For Success?
Combining multiple customer experience metrics will provide the deepest insights — but first you must define what success means for your company.
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What is a Net Promoter Score? And Why You Should Know
Want to know what your customers really think? The answers to improving customer experience may lie within your NPS score and one simple question.
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How to Measure Customer Experience Beyond Net Promoter Score
Satisfied customers will drive your business. Your task is to improve your customers’ experience. Here's a look at how to measure it.
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Measure Customer Use of Things, Not Customer Satisfaction With Things
Net Promoter Score may be easy for companies to gather and assess, but it does a poor job of predicting customer retention.
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Transforming Listening Into Action: Fortifying Voice of Customer Programs
To improve the customer experience at a time of tight marketing budgets, companies must take action on insights gleaned from voice-of-the-customer initiatives.
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When It Comes to Customer Feedback, Less Is More
How many times have you gone into the drugstore and bought just one item, only to get a receipt that was a foot long because the store wanted you to log onto a website, enter a code and fill out a survey about your experience? It’s probably more times than
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Why Your Client Relationship Measurement Needs Coaching
The business world is changing dramatically and, in many ways, is taking advantage of scientific methods to enhance the functions of sales, marketing and account management. Within the B2C marketplace, big data and analytics are continuing to play an increasingly essential role in client engagement, marketing and ultimately, conversion.
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Everything You're Doing With Net Promoter Score Is Probably Wrong
Whether your company is a start-up or a well-oiled machine, there’s one figure almost all brands reference to prove their success — the Net Promoter Score (NPS). While it’s a strong indicator of consumer loyalty, NPS was never meant to be an end-all-be-all measurement.
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Want Loyal Customers? Start with Loyal Employees
Fred Reichheld developed the Net Promoter Score (NPS) as a means to measure customer loyalty more quickly and accurately. Reichheld introduced the system in a Harvard Business Review article in 2003, explaining that simply measuring customer retention rates wasn't enough.
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Customer Experience ROI: The Secret Formula
You know the drill: Provide a great customer experience. Make customers happy. Build loyalty. Get more wallet share. Grow your market share. Customer experience professionals have been following this model for quite some time now, but the authors of a new book are here to tell you some surprising news.
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