2003, Customer centricity and Metrics - Customer Contact Central

Is Net Promotor Score still the best metric for measuring Customer Satisfaction?

Uniphore

JANUARY 31, 2017

Developed and first introduced in 2003 by Fred Reicheld, Bain and Company and Satmetrix, Net Promoter Score® (NPS 1 ) has become somewhat of the definitive metric for gauging customer satisfaction and loyalty.

Metrics

Metrics Customer centricity Marketing

Is Net Promotor Score still the best metric for measuring Customer Satisfaction?

Uniphore

JANUARY 31, 2017

Developed and first introduced in 2003 by Fred Reicheld, Bain and Company and Satmetrix, Net Promoter Score® (NPS 1 ) has become somewhat of the definitive metric for gauging customer satisfaction and loyalty.

Metrics

Metrics Customer centricity Marketing

Key Learning from 15 Years of Net Promoter Stats

Beyond Philosophy

SEPTEMBER 15, 2015

It has become a standard metric used to determine if your Customer Service and Experience improvements are effective. Harvard Business Review called it “ The One Number You Need to Grow ” way back in 2003. So the question is, what can we learn about what works for Customer Experience by looking at trends in NPS?

Banking

Banking Telecommunications Consulting Consulting

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NPS Benchmarks for 2018: How Do You Compare?

AskNicely

AUGUST 29, 2018

Getting the most value out of your NPS program is more about first having a winning process , which then unlocks those optimal metrics. The Net Promoter Score framework arrived in 2003, and since then organizations have been trying to answer that question. Traditionally, NPS was viewed as a boardroom-only metric.

Benchmark

Benchmark Best practices industry standards Customer centricity

How to Set Industry NPS Benchmarks and Why It Matters

Lumoa

APRIL 7, 2022

The NPS system was created by Fred Reichheld and his team at Bain & Company and Satmetrix Systems in 2003 to help companies improve their marketing strategies to better serve customers’ needs with real, verifiable data that they could analyze and act on. So, without further ado… Why is NPS important?

Benchmark

Benchmark Banking Metrics Surveys

Is 2015 the Year of #CX?

CX Journey

FEBRUARY 5, 2015

At the highest level, we’ve seen the rise of the Chief Customer Officer (CCO), an executive with the authority and visibility to create a culture of customer-centricity. 3 Customer experience will be realized as a major revenue driver In the news: Customer experience has traditionally been a touchy subject for many executives.

Chief Customer Officer

Chief Customer Officer Customer centricity Engineering Analytics

Are You Using 1999 Metrics to Measure 2019 Customer Care?

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. One Metric to Rule Them All. But where do we start?

Metrics

Metrics Customer Care Average Handle Time outsourcing

Average Survey Response Rate You Should Aim For

Lumoa

MARCH 24, 2022

The reason for this is that you have all your performance metrics readily available, which allows you to perform specific calculations. However, customer experience surveys have evolved a lot since their verbal and print forms, which means that companies can now leverage a wide range of techniques to collect data.

Surveys

Surveys Benchmark Metrics Feedback

Is Net Promoter Score Dead?

inmoment

FEBRUARY 4, 2020

NPS’s benefits have earned it plenty of acclaim since its 2003 debut, but the metric has faced skepticism in recent years from some CX experts. It’s true that the Net Promoter Score is “just” a number, but companies that focus solely on the metric aren’t tapping its full potential to begin with.

Metrics

Metrics Customer centricity Feedback Customer Experience

Why you need more than NPS to drive CX excellence

Eptica

NOVEMBER 12, 2019

Author: Taoufik Massoussi - Product Manager & Head of AI At a time when customer experience ( CX ) is critical to business success , being able to measure your customers’ satisfaction levels is hugely important. Often the metric of choice is the Net Promoter Score ( NPS ). However, on its own, it can only take you so far.

Airlines

Airlines Metrics Best practices Analytics

Top 51 Customer Service Leaders – Best Customer Experience Influencers

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience

Customer Experience Customer Service Consulting Consulting

Is Net Promoter Score Dead?

inmoment

FEBRUARY 4, 2020

NPS’s benefits have earned it plenty of acclaim since its 2003 debut, but the metric has faced skepticism in recent years from some CX experts. It’s true that the Net Promoter Score is “just” a number, but companies that focus solely on the metric aren’t tapping its full potential to begin with.

Metrics

Metrics Customer centricity Feedback Customer Experience

Why is ZOOM an NPS® Promoter?

Zoom International

NOVEMBER 7, 2018

Is your goal to hit contact center metrics? Most companies buy into the belief that satisfied customers equal increased loyalty and revenue. In the day to day operations of many contact centers, we focus on traditional operational metrics, such as service level, talk time and adherence. Raise the profile of the contact center.

Contact Center

Contact Center Banking Surveys Metrics

We Asked 30 CX Influencers if They Would Recommend the Net Promoter System

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. There is no perfect metric.

Consulting

Consulting Consulting Metrics Feedback

The NPS (Net Promoter Score) Does Not Work Any More: Here Is Why!

SmartKarrot

AUGUST 23, 2022

If any B2B SaaS (Software as a Service) company, or any company for that matter, had to choose one metric that measures their performance among the dozens of metrics, it would be the NPS or the Net Promoter Score. It tracks the willingness of customers to recommend the product or service to their friends, relatives, or peers.

B2B

B2B SaaS Metrics Surveys

Customer Contact Central

Is Net Promotor Score still the best metric for measuring Customer Satisfaction?

Is Net Promotor Score still the best metric for measuring Customer Satisfaction?

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Key Learning from 15 Years of Net Promoter Stats

Webinars

NPS Benchmarks for 2018: How Do You Compare?

How to Set Industry NPS Benchmarks and Why It Matters

Is 2015 the Year of #CX?

Are You Using 1999 Metrics to Measure 2019 Customer Care?

Average Survey Response Rate You Should Aim For

Is Net Promoter Score Dead?

Why you need more than NPS to drive CX excellence

Top 51 Customer Service Leaders – Best Customer Experience Influencers

Is Net Promoter Score Dead?

Why is ZOOM an NPS® Promoter?

We Asked 30 CX Influencers if They Would Recommend the Net Promoter System

The NPS (Net Promoter Score) Does Not Work Any More: Here Is Why!

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