Lumoa

APRIL 3, 2018

The question is, how can you measure it? The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. That time, customer experience management was still unknown to the most of the business doers. Do you want to measure the overall experience? The Net Promoter: what is it?

Net Promoter Score 126

Net Promoter Score NPS Touchpoint Feedback 126

delighted

APRIL 19, 2019

Relationship and transactional surveys measure your customer experience, whether that’s through Net Promoter Score (NPS), Customer Effort Score (CES), or Customer Satisfaction (CSAT) metrics, so that you can better understand the “why” behind customer engagement and loyalty. Relationship NPS surveys. Transactional CES surveys.

Measurement 60

Measurement Customer Experience NPS Touchpoint 60

delighted

APRIL 19, 2019

Relationship and transactional surveys measure your customer experience, whether that’s through Net Promoter Score (NPS), Customer Effort Score (CES), or Customer Satisfaction (CSAT) metrics, so that you can better understand the “why” behind customer engagement and loyalty. Relationship NPS surveys. Transactional CES surveys.

Measurement 40

Measurement Customer Experience NPS Touchpoint 40

Provide Support

APRIL 13, 2016

When people have a less-than-favorable online experience, they fault the company immediately. Being able to actively measure how customers feel about your product and to what extent your company is meeting their expectations is an important tool for maintaining relationships you have already established.

Customer Relationships 44

Customer Relationships 2016 Social Media 2003 44