2003 Brands Measurement 
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.
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. . This is a great metric to measure long-term customer satisfaction and loyalty. How do you get loyal customers?
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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.
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.” Another issue: many employees have figured out how to game the NPS system. The even bigger issue with NPS.
Chattermill
JUNE 3, 2019
Customer Experience Measurement: Which Metrics Should You Focus On? In this article, we'll guide you through the various customer experience metrics and how best to measure and optimise your customer experience. As the great management thinker Peter Drucker is often quoted as saying, “If you can’t measure it, you can’t improve it.”.
Lumoa
NOVEMBER 8, 2018
Since 2003, when the metric was first introduced, NPS has been gaining popularity. NPS is often used to rate a brand, service or product in general. CSAT is a very good tool if you want to measure if a customer is satisfied with one-time interaction. Now most of Fortune500 companies, incl. AirBnB, benefit from the metric.
Retently
JULY 2, 2018
Net Promoter Score was first developed by Fred Reichheld, Bain & Company and Satmetrix in 2003 (later acquired by NICE in 2017). The Net Promoter Score methodology measures the chance of a customer recommending your business, product or service to their friends, colleagues and work acquaintances. NPS survey example.
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