Customer Guru

MARCH 7, 2018

I started my career with Convergys in 2002 as a Customer Service Representative. A typical day starts with analyzing the previous day’s NPS reports and notifying the concerns to the relevant departments. It was an honour to interview Shweta and receive her wonderful response.

Customer Expectations 61

Customer Expectations Customer Experience E Commerce Management 61

Magellan Solutions

JANUARY 26, 2024

When we started in 2002, many of our small and medium-sized clients struggled to articulate exactly what they required or how to benchmark success beyond vague notions of “doing a good job.” For customer service, CSAT, NPS, and service level targets help us benchmark satisfaction.

E Commerce 52

E Commerce 2002 E-support Metrics 52

Gainsight

SEPTEMBER 28, 2022

You see, simplicity itself is quite possibly THE underlying principle and North Star that guides every SaaS founder’s visionary approach to starting a company in the first place—even more so than our old favorite term circa 2002-2020: “disruption.” ” And it’s easy to see why.

2002 52

2002 Roadmap NPS Fashion 52

SurveySparrow

APRIL 22, 2021

Qualtrics first started in 2002 as a tool exclusive for researchers but soon expanded its features for enterprise use. The surveys range from 360-degree feedback, A/B Testing, Employee Engagement Surveys, NPS, etc. Qualtrics Features. It was also the first experience management platform to measure employee experience with key metrics.

2002 52

2002 Brands Feedback Measurement 52

C Space

MARCH 25, 2020

What’s adding to the challenge is that traditional (and expensive) methods such as NPS and brand trackers don’t seem to be the right tools for the job at this moment. The 2002-2003 SARS outbreak in China, for instance, has been credited for the sudden rise of internet usage and online shopping, leading to the huge success of Alibaba.

2002 40

2002 Airlines 2003 Travel 40

SurveySparrow

NOVEMBER 6, 2020

Features of Typeform: Send NPS surveys at regular intervals. The NPS data can also be synced back to Salesforce. Qualtrics: Started in 2002, it is one of the oldest online survey tools in the market. Some of the templates that are available are NPS score, Customer Effort Score, Customer Satisfaction score, etc.

Multi-Channel 45

Multi-Channel Net Promoter Score NPS 2002 45

CX Workout - Ideas Blog

OCTOBER 3, 2018

StoryMiners was founded in 2002. Alex, I’m sure you’ve seen NPS surveys, you’ve probably seen raw analysis of social media tweets, you’ve probably gotten reports of customer comments. By the way, I’m the guy in the bottom left of the picture. It’s been about 16 years and all fun.

Webinar 9

Webinar Presentation 2002 Consulting 9

CX Workout - Ideas Blog

OCTOBER 3, 2018

StoryMiners was founded in 2002. Alex, I’m sure you’ve seen NPS surveys, you’ve probably seen raw analysis of social media tweets, you’ve probably gotten reports of customer comments. By the way, I’m the guy in the bottom left of the picture. It’s been about 16 years and all fun.

Webinar 40

Webinar Presentation 2002 Consulting 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

StoryMiners was founded in 2002. Alex, I’m sure you’ve seen NPS surveys, you’ve probably seen raw analysis of social media tweets, you’ve probably gotten reports of customer comments. By the way, I’m the guy in the bottom left of the picture. It’s been about 16 years and all fun.

Webinar 40

Webinar Presentation 2002 Consulting 40

Kerry Bodine

APRIL 30, 2019

Fred Reichheld published The Ultimate Question: Driving Good Profits and True Growth on March 2, 2006, and the book’s cover included the words: “Introducing NPS—How leading firms transform ordinary customers into promoters.” NPS was the first framework that directly tied customer experience to business results.

Events 18

Events 2006 Net Promoter Score 2007 18

Kerry Bodine

APRIL 30, 2019

Fred Reichheld published The Ultimate Question: Driving Good Profits and True Growth on March 2, 2006, and the book’s cover included the words: “Introducing NPS—How leading firms transform ordinary customers into promoters.” NPS was the first framework that directly tied customer experience to business results.

Events 59

Events 2006 Net Promoter Score 2007 59

Kerry Bodine

APRIL 30, 2019

Fred Reichheld published The Ultimate Question: Driving Good Profits and True Growth on March 2, 2006, and the book’s cover included the words: “Introducing NPS—How leading firms transform ordinary customers into promoters.” NPS was the first framework that directly tied customer experience to business results.

Events 59

Events 2006 Net Promoter Score 2007 59

InteractionMetrics

MARCH 20, 2025

At its core, Medallia focuses on real-time insights that reveal overarching sentiment and pinpoint specific touchpoints influencing NPS, CSAT, or loyalty. This reduces the need for manual analysis by 60% and in some cases, can boost NPS scores by 10+ points in as little as 6 months.

2025 52

2025 Multi-Channel Contact Center Social Media 52