Have you wondered, what would happen if you merged your customer revenue with your NPS? We all know that higher NPS scores mean higher loyalty, and higher loyalty means increased profits. However, most companies are still using a one-size-fits-all approach when it comes to valuing their customers. This could mean that the happiest and highest spenders are treated equally to dissatisfied, low spenders….

Not Just a Score: 5 Ways to use NPS to Drive Growth

What’s the best way to ensure business growth? Measuring the customer experience with Net Promoter Score (NPS) is key to growing your business – but it doesn’t stop there. How you use NPS to measure and take action are paramount to your company’s health. I will outline below 5 different ways you can use NPS to drive growth and customer loyalty….

“On a scale from 0-10, how likely are you to recommend us [company] to your friends or colleagues?” That’s the basic Net Promoter Score (NPS) question that many businesses today use to understand their customers’ overall satisfaction, based on their experiences. Because NPS is a single number that measures the overall experience, it’s nearly impossible to pinpoint which interaction(s) or touchpoint leaves a customer dissatisfied….

It’s likely that you’ve used or at least heard about a number called Net Promoter Score (NPS). You may already understand how it’s calculated or how to run an NPS survey, but what you may not know is how powerful this metric can be for your business if used correctly. NPS, or Net Promoter Score, is a powerful tool used to track customer loyalty and gauge customer lifetime value….

Customer Feedback
A Chinese philosopher once said, “Talk doesn’t cook rice.” You might also have heard that action speaks louder than words. In the realm of customer satisfaction both of these quotes hold sway. I was reminded of this as I was going through past posts and came across a piece by Dana Vaille of Chadwick Martin Bailey which touched in on the nature of customer feedback….