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/
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/
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/
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/
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/
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/
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/
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/
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/
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/
