Tags: nps*

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  1. Customer-centricity is integral to culture, a precursor to strategy and essential for sustained customer growth and retention. However, companies don’t get to decide how customer-centric they are. That’s decided by their customers.

    For companies to understand, manage and profit from customer-centricity, they must implement an objective scoring system, create a performance baseline, and report results to know when customer strategies are working or course corrections are needed.
    http://customerthink.com/how-to-measure-customer-centricity/
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  2. Many B2B companies use Net Promoter Scores (NPS) to evaluate customer outcomes and make important customer-related decisions.

    The use of NPS scores attempts to distill diverse customers' complicated feedback about a company into a single score. It asks the question, "How likely is it that you would recommend our company/product/service to a friend or colleague?"

    While helpful as a general indicator of customer sentiment, NPS scores alone provide an incomplete picture of customer relationships and often can lead to an imperfect understanding of the current health of a company's customers.
    http://news.gallup.com/businessjournal/228047/ways-beyond-nps-fully-understand-b2b-relationships.aspx?g_source=link_NEWSV9&g_medium=TOPIC&g_campaign=item_&g_content=3%2520Ways%2520Beyond%2520NPS%2520to%2520Fully%2520Understand%2520B2B%2520Relationships/
    Tags: , , , by eringilliam (2018-02-22)
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  3. Most customer service professionals are familiar with the two most common customer service metrics: the Customer Satisfaction (CSAT) Score and the Net Promoter Score (NPS). NPS asks customers how likely they are to recommend a company to their friends or colleagues on a scale of 0 (not at all likely) to 10 (extremely likely), while CSAT typically asks customers to rate the quality of specific experiences, like a customer service chat or a store visit.
    https://www.business2community.com/customer-experience/care-customer-effort-score-01840420/
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  4. Find and optimize for your “aha” moment - but don’t forget that there are next steps. The way you define "customer success" in your organization will vary - and chances are you’ll have more than one factor to consider.
    https://www.entrepreneur.com/article/306405/
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  5. Brands nowadays should jump at every opportunity to talk to their customers to learn about them. And businesses are splurging millions on setting up feedback channels: long form-based surveys, social communities and analytics, Net Promoter Score surveys, as well as direct reach via phone and emails.
    https://wersm.com/customer-feedback-how-to-collect-it-and-what-to-do-with-it/
    Tags: , , , by eringilliam (2018-01-17)
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  6. Net Promoter Score has been and continues to be, one of the most trusted metrics used by brands to measure the health of customer relationships for 15 years. Many experts touted it as the one number you need to know when planning growth. Traditionally under the purview of customer experience and customer success teams, NPS has become the go-to metric for customer ranking.
    https://thenextweb.com/contributors/2018/01/09/use-net-promoter-score-get-actionable-insights/
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  7. In this article by Typeform, Paul Campillo will show you the value of choosing NPS as your next customer feedback questionnaire.
    http://www.customerexperienceupdate.com/feedback/?open-article-id=6216901&article-title=nps--achieving-brand-loyalty-by-closing-the-feedback-loop&blog-domain=kayako.com&blog-title=kayako/
    Tags: , , by eringilliam (2018-01-08)
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  8. What is Customer Experience Management (CEM)? Google it and you’ll find various definitions that explain this currently-buzz worthy concept.

    We live in the age of the customer and it’s time to clarify what CEM truly means. Before I get into that, let’s define what CEM is not: collecting feedback, responding to feedback, or tracking your Net Promoter Score – none of these actions individually represent Customer Experience Management.
    http://customerthink.com/five-things-that-will-redefine-customer-experience-in-2018/
    Tags: , , by eringilliam (2017-12-27)
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  9. If you have ambitions to grow your accounting practice, it’s important to know how satisfied your clients are. Read on for some ways to uncover client satisfaction and then act on it.
    https://www.intheblack.com/articles/2017/11/29/accounting-firm-existing-clients/
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  10. NPS . . . No, it's not some acronym for an entrepreneurial disease. Instead, it means "net promoter score." And it's an important measure that emerges when you ask your customers the most important question of all. Can you figure out what that would be?
    https://www.entrepreneur.com/article/304850/
    Tags: , , by eringilliam (2017-11-27)
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