Hodusoft

OCTOBER 23, 2024

Brief History and Overview of NPS In 2003, Fred Reichheld, a partner at Bain & Company, and Satmetrix Systems, a San Mateo-headquartered customer experience management software development company, developed a metric to measure how well an organization treats its customers and how loyal are its customers.

Surveys 52

Surveys Benchmark Contact Center Employee engagement 52

Provide Support

NOVEMBER 16, 2017

© 2003 - 2017 Provide Support LLC. But if we look closely these processes often overlap, coincide and interchange. Let’s explore how customer service and marketing can intensify and strengthen each other.(.). Read more. Published in Provide Support Blog , 2017. Permalink | No comment.

Marketing 109

Marketing Customer Service 109

ShepHyken

NOVEMBER 22, 2016

Andy escaped the corporate world just in time to preserve his sanity, as he followed his passion for speaking, consulting, and entrepreneurship in 2003. It’s not the screw-up, it’s what you are going to do after the screw-up; that’s what people are looking for.” – Andy Masters. What questions will this episode answer?

Consulting 319

Consulting Consulting Sales Personalization 319

Beyond Philosophy

SEPTEMBER 15, 2015

Harvard Business Review called it “ The One Number You Need to Grow ” way back in 2003. It has become a standard metric used to determine if your Customer Service and Experience improvements are effective. One of the frequent questions I get is, “Our NPS is XX. How does that compare with the rest of the market?”.

Banking 383

Banking Telecommunications Consulting Consulting 383

Beyond Philosophy

SEPTEMBER 11, 2014

In 2003, Benjamin Black, website engineering manager and his boss, Chris Pinkham, vice president of IT infrastructure, presented a paper outlining the project. The idea for this business model, however, was not from Jeff Bezos or any other senior staff member at Amazon. The idea came from an employee that had been with the company for a year.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

Beyond Philosophy

MAY 31, 2016

The figure below illustrates their findings. The dual message here is that companies should focus greater attention both on creating brand “champions” and advocates among customers and on building these same capabilities within the job descriptions of all employees within the organization, irrespective of function or level.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

Beyond Philosophy

JULY 16, 2019

In an experiment in 2003, researchers Eric Johnson and Dan Goldstein discovered that positioning the choice of organ donation as Explicit Consent or Presumed Consent made a significant difference in organ donation rates.

Journey mapping 316

Journey mapping Consulting Consulting Banking 316

Steve DiGioia

APRIL 10, 2017

It happened while I was working at the Hilton Newark Airport Hotel in 2003. This original article was written by Steve DiGioia. Here’s one of the best examples of how to create customer loyalty that I have ever seen. We had a fantastic staff, happy employees and a robust business. One day there was a buzz that traveled all around the hotel.

Customer Service 133

Customer Service 133

Taylor Reach Group

AUGUST 16, 2021

Established in 2003, Taylor Reach is dedicated to assisting clients to solve customer experience, contact center, and customer service challenges. About The Taylor Reach Group, Inc. A global Contact Center, Call Center, and Customer Experience consulting firm.

Contact Center 131

Contact Center Consulting Consulting Best practices 131

Provide Support

SEPTEMBER 18, 2017

© 2003 - 2017 Provide Support LLC. It is especially true with new employees who often need help finding the proper style of communication which would stick with your business objectives and allow them to maintain their authenticity. Read more. Published in Provide Support Blog , 2017. Permalink | 360 comments.

Customer Service 111

Customer Service Sales Best practices 111

Taylor Reach Group

JUNE 23, 2021

Established in 2003, Taylor Reach is dedicated to assisting clients to solve customer experience, contact center, and customer service challenges. About The Taylor Reach Group, Inc. A global Contact Center, Call Center, and Customer Experience consulting firm.

Consulting 120

Consulting Consulting Government Contact Center 120

Working Solutions

JUNE 22, 2021

When Mary Susan Costa joined Working Solutions as a contractor in 2003, she was one of only two people in human resources. “I I was brought in to provide overflow relief to Kristin Skiko (vice president of Talent Management) in adding agents,” Mary Susan said.

Management 97

Management 97

Taylor Reach Group

OCTOBER 18, 2018

Since 2003 Taylor Reach has assisted hundreds of organizations source new telephony and technology solutions. About the Taylor Reach Group, Inc. – Established 2003, Taylor Reach is a worldwide, leading Contact Center, Call Center, and Customer Experience consulting firm.

Contact Center 96

Contact Center Best practices Call Center Consulting 96

Taylor Reach Group

JUNE 21, 2021

Established in 2003, Taylor Reach is dedicated to assisting clients to solve customer experience, contact center, and customer service challenges. About The Taylor Reach Group, Inc. A global Contact Center, Call Center, and Customer Experience consulting firm.

Consulting 128

Consulting Consulting Contact Center Government 128

Provide Support

OCTOBER 21, 2015

© 2003 - 2015 Provide Support LLC. The phenomenon was characterized by changes in employees’ attitude to work, resulting in exhaustion, lack of enthusiasm and motivation, as well as feelings of ineffectiveness or even frustration and cynicism in relation to their job.(.). Read more. Published in Provide Support Blog , 2015.

Agent burnout 102

Agent burnout Customer Service 102

Provide Support

SEPTEMBER 27, 2016

© 2003 - 2015 Provide Support LLC. Assuming that your products or services are absolutely great, do you know what can drive your customers away and prevent you from building long-lasting relationships with them?(.). Read more. Published in Provide Support Blog , 2016. Permalink | No comment.

Sales 92

Sales Customer Care Customer Service Customer Experience 92

Taylor Reach Group

OCTOBER 11, 2018

Established 2003, Taylor Reach is a worldwide, leading Contact Center, Call Center, and Customer Experience consulting firm. “Being vendor agnostic means Taylor Reach is also able to provide a truly independent recommendation, based exclusively on the client’s needs,” Taylor continued. About the Taylor Reach Group, Inc.

Contact Center 106

Contact Center Call Center Consulting Consulting 106

Provide Support

FEBRUARY 24, 2016

© 2003 - 2015 Provide Support LLC. And yet, poor customer service still exists and unfortunately seems all too common. Are we perhaps overlooking some fundamentals in the pursuit of excellence?(.). Read more. Published in Provide Support Blog , 2016. Permalink | No comment.

Customer Service 91

Customer Service Marketing Management Best practices 91

Beyond Philosophy

SEPTEMBER 11, 2014

In 2003, Benjamin Black, website engineering manager and his boss, Chris Pinkham, vice president of IT infrastructure, presented a paper outlining the project. The idea for this business model, however, was not from Jeff Bezos or any other senior staff member at Amazon. The idea came from an employee that had been with the company for a year.

Banking 150

Banking Employee engagement Customer centricity Surveys 150

Provide Support

OCTOBER 28, 2015

© 2003 - 2015 Provide Support LLC. Read more. Published in Provide Support Blog , 2015. Permalink | No comment.

Customer Care 91

Customer Care Sales Customer Service Best practices 91

AWS Machine Learning

NOVEMBER 14, 2023

billion in 2004, 2003, and 2002. Net sales from our international websites were $323 million, $242 million, and $150 million in 2004, 2003, and 2002. Net sales from our international websites represented 27%, 16%, and 8% of net sales in 2004, 2003, and 2002. billion, $1.5 billion, and $1.8

Sales 128

Sales Benchmark Advertising Healthcare 128

Provide Support

DECEMBER 29, 2016

© 2003 - 2015 Provide Support LLC. Yet many of them are very often blind to the fact that they are losing business every day by not knowing or simply ignoring the essential service etiquette. (.). Read more. Published in Provide Support Blog , 2016. Permalink | No comment.

Customer Service 85

Customer Service Best practices 85

Provide Support

FEBRUARY 4, 2018

© 2003 - 2017 Provide Support LLC. Read more. Published in Provide Support Blog , 2018. Permalink | 3 comments.

Marketing 87

Marketing Customer Service Best practices 87

Steve DiGioia

SEPTEMBER 9, 2016

NPS is a customer loyalty metric created by Fred Reicheld, Bain & Company and Satmetrix in 2003. As important as overall satisfaction, value for price paid, intent to return, and a dozen other performance indicators are, if I had to choose one, I’d choose net promoter score (NPS).

Customer Service 113

Customer Service Consulting Consulting Metrics 113

Provide Support

DECEMBER 1, 2016

© 2003 - 2015 Provide Support LLC. Brands that consistently deliver better customer service and customer experiences enjoy sustainable growth and business success, and set new standards for their markets.(.). Read more. Published in Provide Support Blog , 2016. Permalink | No comment.

Customer Service 80

Customer Service Marketing Technology Customer Experience 80

Taylor Reach Group

AUGUST 6, 2021

Since 2003 Taylor Reach has helped major healthcare, retail, publishing, education, and financial brands, as well as government agencies at all levels, provide world-class consumer support and customer experience. The only one who pays Taylor Reach is our clients”. About The Taylor Reach Group, Inc.

Benchmark 81

Benchmark Contact Center Consulting Consulting 81

Provide Support

OCTOBER 6, 2016

© 2003 - 2015 Provide Support LLC. The good news is that it can be cured, and you can also prevent this from happening again. Let’s take a closer look at the power of positive thinking and why to apply the approach to your work, shall we?(.). Read more. Published in Provide Support Blog , 2016. Permalink | No comment.

Customer Service 85

Customer Service Feedback 85

CSM Magazine

MARCH 3, 2021

Founded in 2003, Vivantio is a leading provider of customer service optimization software and solutions for demanding B2B service teams. To download “Leveraging Breakthrough Service to Transform Your B2B Enterprise” click here. For more information about Vivantio, please visit Vivantio.com. About Vivantio.

B2B 105

B2B Enterprise Healthcare Education 105

Call Design

JULY 6, 2021

Net promoter score was developed by Bain and Co in 2003 and is a measure used to gauge customer loyalty, satisfaction, and enthusiasm with a company. This metric reflects the knowledge base and expertise of the agents working in the contact centre as well as how well your customers are directed through the IVR to the appropriate agent.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Provide Support

JANUARY 27, 2020

© 2003 - 2017 Provide Support LLC. Live Chat allows them to contact businesses wherever they are and ask questions without waiting for email response or listening to IVR. In this blog post we will review major players on the modern live chat market. In our review we will highlight the following sides of each provider: (.). Read more.

Interactive Voice Response 79

Interactive Voice Response Marketing Customer Service Customer Experience 79

Provide Support

NOVEMBER 3, 2015

© 2003 - 2015 Provide Support LLC. In this blog post I decided to describe advantages and disadvantages of those ecommerce customer service options which will help you to provide exceptional customer service, win loyal customers and grow your business. (.). Read more. Published in Provide Support Blog , 2015. Permalink | No comment.

Customer Support 80

Customer Support Customer Care Customer Service Personalization 80

Provide Support

SEPTEMBER 12, 2016

© 2003 - 2015 Provide Support LLC. If you want to stand out in a crowded market where consumers have too many choices, you need to go above and beyond with your customer service. In this blog post I would like to offer four customer service tips to greet your customers. Here they are: (.). Read more. Published in Provide Support Blog , 2016.

Customer Service 78

Customer Service Sales Marketing Personalization 78

ProProfs Blog

FEBRUARY 18, 2019

Created in 2003 by Fred Reichheld, Bain & Co. I would like to explain how NPS surveys can be beneficial to you and your business in this article. Net Promoter Score. Before we start off with how NPS can help you, let us just refresh what we already know about this system.

Benchmark 123

Benchmark Surveys Sales Metrics 123

Connecting the Dots

OCTOBER 4, 2024

Reflections On 20 Years Of Investigating Rage & The New Age Of Rage THIS IS THE TENTH EDITION OF THE NATIONAL CUSTOMER RAGE SURVEY This wave of the National Customer Rage Survey marks the tenth edition of the rage study, dating back to 2003. What about the rage sparked by socio-political divisions and unrest in the country?

Surveys 62

Surveys Construction Customer Care Government 62

Spearline

DECEMBER 22, 2019

In 2003, we started with a team of two; by the end of 2020, we’ll have 150. Our customers are in financial, pharmaceutical, travel and retail industries and they need to resolve any telecoms issues before they filter through to their customers. Team expansion.

Education 87

Education Telecommunications Marketing 87

Provide Support

OCTOBER 25, 2016

© 2003 - 2015 Provide Support LLC. It’s no wonder that customers all over the world increasingly leverage these channels for customer service, as they allow them to get quick, accurate and relevant answers with no need to being put on hold or having to deal with unfriendly agents.(.). Read more. Published in Provide Support Blog , 2016.

Self service 77

Self service Customer Support Customer Service 77

Provide Support

NOVEMBER 2, 2016

© 2003 - 2015 Provide Support LLC. In my previous blog post I outlined 5 reasons why you should embrace a positive attitude in customer service. Today, I would like to extend on it and offer a few stress relief tips that you can easily put into your customer service job routine immediately.(.). Read more. Permalink | No comment.

Customer Service 76

Customer Service 76