Retently

OCTOBER 16, 2023

In a 2003 Harvard Business Review article , Fred Reichheld introduced Net Promoter Score® as a new measure of customer loyalty and satisfaction. That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology.

Net Promoter Score 141

Net Promoter Score Metrics NPS Customer Satisfaction 141

Retently

JULY 17, 2018

One of the most frequently asked questions that we get is “What is a good Net Promoter Score®?” While both of these companies have a somewhat similar score, their performance among their peers differs considerably. What is a good NPS score? Instead of asking “What is a good Net Promoter Score?”,

Net Promoter Score 166

Net Promoter Score NPS 2018 Customer Satisfaction 166

eglobalis

OCTOBER 14, 2024

This article will analyse whether the traditional pillars of CX education remain relevant, explore new learning methods, and explain why personalized, tool-driven learning is the future of CX education. As a result, CX professionals are often left unprepared to address the specific needs of their organizations.

Customer Experience 454

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 454

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.”. See here for a step-by-step guide to calculate your NPS.

Net Promoter Score 170

Net Promoter Score NPS Brands 2003 170

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. Article authored by Ricardo Saltz Gulko. Should you kill NPS?

NPS 461

NPS Feedback Net Promoter Score B2C 461

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. Demonstrating the value of CX (e.g., Break transformation into manageable phases (e.g.,

Leadership 238

Leadership B2B B2C Net Promoter Score 238

Retently

AUGUST 23, 2023

We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. Closing the feedback loop is easier Another benefit of using Net Promoter Score for your B2B company is that you’re far more able to act quickly and decisively on customer feedback.

Net Promoter Score 147

Net Promoter Score B2B B2C NPS 147

Retently

JULY 4, 2023

From GE to Apple, many of the world’s biggest companies use Net Promoter Score ® to measure and track customer sentiment. Most people associate Net Promoter Score with big businesses due to its usage by large brands and Fortune 500 companies. But what if you’re not one of the world’s largest companies?

Net Promoter Score 158

Net Promoter Score NPS Multi-Channel Feedback 158

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. In fact, you’ll find many articles dance around this question. Heck, we’re still learning. 73% of U.S.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

eglobalis

FEBRUARY 3, 2025

This article explores how technology and customer experience are becoming more interdependent, with a focus on AI’s role in B2B environments. For instance, a retail client of Oracle improved its Net Promoter Score (NPS) by 15% by addressing negative sentiment identified through AI analysis.

B2B 391

B2B Customer Experience 2014 Customer Satisfaction 391

GetFeedback

MAY 24, 2019

Four Net Promoter Score (NPS) myths debunked once and for all. NPS is a necessary customer experience metric, and this article will prove it.

Net Promoter Score 150

Net Promoter Score NPS Metrics Article 150

InMoment XI

OCTOBER 29, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. Net Promoter Score (NPS) Net Promoter Score (NPS) measures how likely customers are to recommend your brand to others.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

GetFeedback

JUNE 22, 2019

The same holds true for your Net Promoter Score survey. What is Net Promoter Score (NPS)? Net Promoter Score surveys are a type of customer experience survey. Editor’s note: This article reflects the opinions of our guest author. Your audience. About the guest author.

NPS 304

NPS Net Promoter Score Feedback Brands 304

GetFeedback

JULY 2, 2019

Net Promoter Score is a fundamental customer loyalty metric. Learn how to integrate NPS with Salesforce to drive real results from customer feedback.

Net Promoter Score 150

Net Promoter Score NPS Measurement Metrics 150

GetFeedback

MAY 23, 2019

While there are many different metrics within a VoC program, two very prominent ones are Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS). In this article, let’s explore CSAT vs. NPS so you can use them effectively to drive more revenue through happier customers.

NPS 308

NPS Net Promoter Score CEM Metrics 308

GetFeedback

SEPTEMBER 2, 2019

Our list of the top CX articles of 2019 covers all these topics and more. . Article No. We start our list with this article from The Wall Street Journal. ’ Article No. article, David describes how to leverage the value of relationships in the customer experience journey. March 26, 2019 | David Nour | Inc.

2019 210

2019 Article Net Promoter Score Financial 210

InMoment XI

OCTOBER 31, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. Net Promoter Score (NPS) If a customer is loyal to your brand, they have likely had a positive experience with your call center, too.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

Retently

MAY 15, 2024

If you’re managing a website and wondering how to gauge if your visitors are digging their experience, then Net Promoter Score ® might have popped up on your radar. Let’s start by looking at the pros and cons of surveying your website visitors for Net Promoter Score and direct feedback.

Net Promoter Score 78

Net Promoter Score NPS Metrics Feedback 78

Totango

NOVEMBER 3, 2021

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. What is the Net Promoter Score Question? The net difference between Promoters and Detractors gives the Net Promoter Score system its name.

Net Promoter Score 103

Net Promoter Score NPS Loyalty Customer Satisfaction 103

InMoment XI

OCTOBER 27, 2016

As customer experience (CX) professionals, we usually measure this sense of value with the Net Promoter Score®, or NPS®, which is a nominal indication of how likely the customer is to recommend the company to another person, and. View Article

Net Promoter Score 305

Net Promoter Score NPS Measurement Article 305

Totango

NOVEMBER 3, 2021

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. What is the Net Promoter Score Question? The net difference between Promoters and Detractors gives the Net Promoter Score system its name.

Net Promoter Score 102

Net Promoter Score NPS Loyalty Customer Satisfaction 102

BlueOcean

FEBRUARY 11, 2020

With that mission in mind, we’re sharing five of the best articles we’ve discovered recently that are on the top of our minds. This Forrester article goes deep into the details of exactly how to tie customer experience to hard dollars. That’s why we love this article from Salesforce. Read more here. Read more here.

Article 177

Article Customer Experience Net Promoter Score Definition 177

Totango

NOVEMBER 3, 2021

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. What is the Net Promoter Score Question? The net difference between Promoters and Detractors gives the Net Promoter Score system its name.

Net Promoter Score 100

Net Promoter Score NPS Loyalty Customer Satisfaction 100

ShepHyken

JANUARY 26, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. The title sums up the gist of the article. This article takes a deeper dive into the reasons a CXO is essential to any organization.

Article 66

Article 2025 Customer Service Loyalty Programs 66

eglobalis

SEPTEMBER 5, 2024

This article explores how integrating CS and CX metrics can transform customer strategies, boost adoption, and lead to measurable, data-driven business success. Net Promoter Score (NPS) Measures customer loyalty by asking how likely customers are to recommend the product.

Metrics 429

Metrics Customer Success 2024 2023 429

GetFeedback

APRIL 8, 2019

The question of what is a good NPS score is popular among brands who value customer experience. A Net Promoter Score, or NPS, has become a necessary customer experience metric. In fact, an estimated 65% of companies track NPS scores , making it the most coveted customer experience metric measured by companies.

NPS 247

NPS Net Promoter Score Reference Metrics 247

GetFeedback

APRIL 29, 2019

Read Article. Your Net Promoter Score (NPS) is an accurate measure of customer satisfaction and hence your company’s growth. Check Out Our New Net Promoter Score (NPS) Guide. Everything you need to know about Net Promoter Score (NPS) in one place. Transportation feedback.

Net Promoter Score 265

Net Promoter Score NPS Healthcare Events 265

InMoment XI

DECEMBER 17, 2024

These can include: Net Promoter Score (NPS) Customer Satisfaction (CSAT) Customer Effort Score (CES) These metrics can reflect the changes in how the customers perceive their experience.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

eglobalis

JUNE 27, 2024

This involves setting up multiple feedback channels such as customer surveys, social media listening, direct customer interviews, and net promoter scores (NPS) to capture ongoing customer sentiment and insights. Article authored by Ricardo Saltz Gulko.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

InMoment XI

JANUARY 9, 2024

The chatbots automatically help users find responses to their questions and discover helpful content like help center articles, blogs, and resource pages. Social media marketing platform Hootsuite leverages InMoment to make the Net Promoter Score (NPS) methodology central to its operation.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: I love the way this article starts: “The last 12 months have been a crash course in customer experience for business leaders.”

2021 160

2021 Article Customer Service Net Promoter Score 160

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Related: [Article] Customer Experience Management Defined: How is it Different From CX? Article] Why a CX Mission Statement Matters — And How to Create One. Article] Want Greater CX Success? Article] Is Customer Experience Worth It? These goals must be defined and supported from the top.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

InMoment XI

DECEMBER 10, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. How to Use NPS to Reduce Customer Churn Net promoter score (NPS) is a valuable metric for understanding customer loyalty and reducing churn.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

InMoment XI

DECEMBER 22, 2022

This article is designed to give you InMoment’s take on what voice of customer examples look like. This Net Promoter Score program, powered by InMoment, also identifies brand enthusiasts who are the engine of a robust customer advocacy program.

Voice of Customer 418

Voice of Customer Net Promoter Score Social Media Call Center 418

Experience Investigators by 360Connext

NOVEMBER 5, 2014

That’s why I was so intrigued when I read an article in the Chicago Tribune about how some organizations are encouraging employees to read everything from business books to novels to help promote understanding, empathy and career development. Maybe instead of books you recommend articles or blogs to discuss. What say you?

Books 273

Books Customer Experience Net Promoter Score Culture 273

GetFeedback

AUGUST 16, 2018

While most companies still use traditional metrics like CSAT and Net Promoter Score, we’re seeing more and more teams shifting to CES to measure their overall performance across channels. Each response corresponds to a number (1-7) which is used to calculate your overall Customer Effort Score. Net Promoter Score (NPS).

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

InMoment XI

OCTOBER 3, 2022

Net Promoter Score (NPS) is a simple and highly effective way to determine the happiness of your customers. But, if you’re looking to learn more about NPS best practices, check out this quick article, “NPS: Using It Correctly,” that tells you everything you need to know. Let us know how it goes!

NPS 195

NPS Net Promoter Score Social Media Feedback 195