Articles
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 (eNPS) a worthy investment for your organization?
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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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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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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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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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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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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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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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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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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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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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The Redwood Shores, Calif. company that helped create the Net Promoter Score this week released an insights platform designed to improve customer experience programs.
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