Shep Hyken

SEPTEMBER 5, 2022

Could NPS Detractors Be A Good Thing? New Evidence Says Yes by Dan Gingiss. Dan Gingiss) NPS Detractors, the Net Promoter Score (NPS) survey respondents who rate your business between 0 and 6, are typically referred to in a negative light. Isn’t that what we should do? Follow on Twitter: @Hyken.

Net Promoter Score 61

Net Promoter Score Customer Service Hospitality Hospitality 61

Confirmit

JUNE 15, 2017

Last week customer experience practitioners and executive-level VoC program sponsors from leading organizations convened in New York City for Confirmit’s Second Annual B2B Summit. Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix, Inc., Bain & Company, Inc.,

B2B 40

B2B Net Promoter Score VOC NPS 40

Shep Hyken

SEPTEMBER 6, 2021

Wall Street Journal) Staff members at the George Eliot Hospital in the English town of Nuneaton are used to the sight of flowers being delivered to patients. CMSWire) Customer Effort Score (CES) is a metric used to determine the amount of effort it takes customers to accomplish a specific task within a brand experience.

Customer Service 24

Customer Service Net Promoter Score Contact Center Retail 24

CSAT.AI

MARCH 24, 2021

Even back in 2012 The New York Times did an article on the fraying of customer patience over surveys. I know someone who after having a harrowing series of medical tests over a single six hour period was hit with a survey when leaving the hospital. Agents can fix issues in real time before they solidify into a negative NPS.

NPS 59

NPS Net Promoter Score Hospitality Hospitality 59

SurveySensum

JULY 14, 2020

A New York Times and Wall Street Journal bestselling author, Shep Hyken is the Chief Amazement Officer of Shepard Presentations. Joseph Michelli – CX Keynote Speaker, Consultant, New York Times Bestselling Author. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link]. LinkedIn : [link] /.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132