Tag Archives: nps

What is a Net Promoter Score? And Why You Should Know

What is a Net Promoter Score? And Why You Should Know

How do your customers really feel about your company? To find out, you could train employees to ask for feedback after each transaction, then feed those responses into a database. You could subject customers to a lengthy survey. You might also host periodic focus group meetings.

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How to Measure Customer Experience Beyond Net Promoter Score

How to Measure Customer Experience Beyond Net Promoter Score

According to a study by consultancy Walker Information, customer experience (CX) will overtake price and product as the key brand differentiator by 2020. In other words, satisfied customers will drive your business. Your task, then, is to improve your customers’ experience.

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4 Questions You’re Not Asking of Your Customer Experience

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?

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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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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