2012 Customer Centricity NPS 
Beyond Philosophy
NOVEMBER 10, 2014
The short version is that a study by the CFI group tracked the share prices of the leaders of the American Customer Satisfaction Index (ACSI) and the leaders National Customer Satisfaction Index, UK (NCSI) versus the broader markets. A Global Shipping company increased its Net Promoter Score (NPS) by 40% points over 30 months.
Beyond Philosophy
NOVEMBER 11, 2014
In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.
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Maz Iqbal
JANUARY 11, 2015
And in so doing he put the matter of customer loyalty on the radar of business. So folks in business have been working on building customer loyalty for almost 20 years. In the process, customer analytics, CRM systems, customer loyalty programmes, NPS, and voice of the customer feedback have become firmly established in big business.
C3Centricity
OCTOBER 7, 2020
Sorry, these are all US examples; if you have great customer service examples from companies in Europe or Asia, then please add them in the comments below. I am sure there are many, but the US does seem to have an advantage over other regions when it comes to walking the talk of customer centricity.
Lumoa
MAY 7, 2018
Jeff joined Intercom as the 4th employee, customer support engineer, in 2012 and since then has built a large customer support and customer success team. At Intercom, we use NPS to measure customer loyalty and CSAT for customer support. I think NPS is a very helpful number.
Customer Guru
AUGUST 21, 2018
He is the co-author of the book “The Challenger Sale, The Challenger Customer and The Effortless Experience” He is also an experienced advisor to senior executives on sales, service and customer experience. One of her most notable research works was Forrester’s Customer Experience Management Maturity Model.
SurveySensum
JULY 14, 2020
James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional.
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