GetFeedback
OCTOBER 10, 2018
In 2003, business strategist Frederick Reichheld published an article in Harvard Business Review in which he states that “the only path to profitable growth may lie in a company’s ability to get its loyal customers to become, in effect, its marketing department.”. They’re not loyal to your brand and can easily switch to a competitor.
Experience Investigators by 360Connext
NOVEMBER 20, 2014
In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. The consistency in messaging, feel and reliability need to resonate through every channel, every step of the customer lifecycle, and this attention to the customer needs to start in the C-Suite.
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GetFeedback
SEPTEMBER 20, 2019
They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. . In 2003, loyalty consultant Fred Reichheld proposed a simple method to measure loyalty, called the Net Promoter Score ® (NPS ® ). .
BlueOcean
FEBRUARY 7, 2019
Changing this approach and perspective is the first step in becoming a brand that your customers love. Consider that today’s consumers are loyal to the brands that personalize the experience, are instantly responsive to their needs, and are authentic in the way they deliver service. But where do we start? One Metric to Rule Them All.
Alida
MAY 11, 2016
In 2003, Reichheld introduced the concept of Net Promoter System (often referred to as the Net Promoter Score, or just NPS for short) in the Harvard Business Review article “ The One Number You Need to Grow.” “[Consumers] who do respond often do not make it through the whole survey, especially if it’s longer than a couple of questions.”.
Beyond Philosophy
SEPTEMBER 15, 2015
Harvard Business Review called it “ The One Number You Need to Grow ” way back in 2003. For example, Rocks has discovered that brands that have made providing a simpler Customer Experience their priority have performed “especially well” with regards to NPS. One of the frequent questions I get is, “Our NPS is XX.
The DiJulius Group
JANUARY 9, 2023
On January 15th, 2003, my first book, Secret Service: Hidden Systems That Deliver Unforgettable Customer Service, came out. Secret Service detailed how we had built John Robert’s Spa, known locally in Northeast Ohio, into a brand with superior customer service as the single biggest competitive advantage. Read Full Article.
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