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. Should you kill NPS?
eglobalis
AUGUST 19, 2024
Introduction We’re not here to drive the final nail into the coffin of NPS. While the Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty, sentiment, and ”satisfaction”, it’s clear that NPS alone isn’t sufficient—a topic we’ve explored before.
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InMoment XI
OCTOBER 29, 2024
Since customers have so many businesses competing for their attention, investing in customer loyalty can give you a major competitive edge. What Is Customer Loyalty? Customer loyalty defines how willing a customer is to repeat business with a company. What Are the Different Types of Customer Loyalty?
InMoment XI
SEPTEMBER 27, 2023
Derek Eccleston, Director, XI Insights and Consultancy at InMoment Paul Smith, Global Marketing Director at NPSx by Bain & Company In the ever-evolving landscape of the UK insurance sector, understanding the pulse of customer perception and loyalty is paramount. This propels them to the top of the NPS rankings.
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Common questions include: Does Net Promoter Score® (NPS) still have the same predictive power? Do loyalty metrics need to be reassessed? Two years later, CX pros are still curious about the impact the pandemic has had on customer expectations and how to modify their CX measurement programs accordingly.
GetFeedback
FEBRUARY 17, 2020
This question is the most basic NPS question and it can yield powerful insights about customer loyalty at key stages of the customer journey. Measuring NPS can show you who your most loyal customers are—and who’s about to walk out the door. NPS is a key indicator of customer loyalty. Act (take intelligent action).
Retently
AUGUST 18, 2024
High NPS scores can definitely feel like a big win. But here’s the catch: a high NPS doesn’t always mean everything is going perfectly. Sometimes, a high NPS score can be misleading and give you a skewed view of customer satisfaction. Measuring NPS should be just a part of your overall CX strategy, not the sole focus.
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They wonder: Does Net Promoter Score® (NPS) still have the same predictive power. Do loyalty metrics need to be reassessed? CX pros are examining the impact the pandemic has had on customer expectations and how they might need to modify their CX measurement programs. Have the drivers of customer experience changed?
Speaker: Curtis Bingham, CEO, Chief Customer Officer Council
NPS and Loyalty are the new shiny. But our research indicates customer loyalty is simply the wrong thing to be measuring. It is hard to correlate loyalty metrics with business results. And even more important, "Ease of Doing Business", or customer effort, is a gating factor, preventing loyalty gains.
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