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/
Imagine that your company’s technology is loved by customers, considered ‘best of breed’ in the industry, and has a steady NPS, comfortably in the 20s, 30s or 40s. Now imagine that in the midst of this success, some of your longest standing accounts begin to drop, others scale back their usage, and referrals slow way down.
How, you ask, is it possible? After all, isn’t the whole point of having a high NPS to ensure successful retention, upselling, and referrals?
Here’s the secret: When it comes to technology, NPS has a blind spot.
http://customerthink.com/tech-companies-beware-of-the-nps-blind-spot/
For some time now there has been much hype and hopeful news that Net Promoter Score (NPS) was perhaps after all the Holy Grail of customer satisfaction measurement: one single question with a link to business KPIs. Yet over time the number of sceptics has grown, and they have become more vocal. As professionals that have worked with clients using NPS and other customer satisfaction metrics, we would prefer to take a more balanced view of NPS. We also decided to discuss this view with our associates in the United States and AsiaPac region so we could get a global perspective and draw up the advantages and disadvantages of NPS, with special consideration given to NPS as a predictor of future customer loyalty.
http://www.customerchampions.co.uk/net-promoter-score-nps-a-balanced-view/
Customer Experience Management (CEM) is big business. In an environment where retaining customers is just as important as winning new ones, the battle lines between competing businesses have shifted significantly in recent years.
https://mopinion.com/taking-customer-experience-management-to-the-next-level/
When it comes to customer loyalty it’s very easy for businesses to focus on those people that have had problems or issues and want to complain.
https://mopinion.com/embracing-the-benefits-of-your-enthusiastic-customers/
