Articles
Tag: nps
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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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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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4 Questions You're Not Asking of Your Customer Experience
According to Forrester, 80 percent of US adults report that what they most value in a customer service exchange is when a company values their time. That finding dovetails with a Walker survey projecting that by 2020, customer experience will be the biggest brand differentiator, usurping both price and product.
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Are Your Customer Metrics Making an Impact?
"Customer-based measures are important, but they must be translated into measures of what the company must do internally to meet its customers’ expectations" ― David P. Norton In a recent study, Econsultancy found that while most marketers list personalizing messaging and measuring impact as “very important to growth,” only 10
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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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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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NPS2: Way More Than a Metric
Just when you thought you had this whole Net Promoter Score (NPS) thing down — it changes. From its beginnings as a metric of customer loyalty to today’s focus as a driver of customer experience innovation, the NPS methodology is entering a new phase, with a new name: NPS2.
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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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Co-Creator of Net Promoter Score Releases New CX Platform
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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The Net Promoter Score and Beyond: Measuring Customer Satisfaction
Customers expect more from companies than ever before, and that means tried and tested customer experience management tools like the Net Promoter Score need to be amended if not thrown away entirely. Net Promoter Scores are a simple way to assess customer loyalty.
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