SurveySensum

FEBRUARY 13, 2025

Given its significance, how do you improve your Net Promoter Score? How can you convert these unhappy customers into brand advocates or encourage your promoters to do positive word of mouth and bring referrals? 14 Strategies on How To Improve Net Promoter Score (Tried & Tested) 1.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

Retently

MARCH 18, 2019

Well, by far the most effective way to measure customer satisfaction and loyalty is via the Net Promoter Score. After all, brands with high customer retention are usually companies with high NPS score. It can also cause existing Promoters to act as your brand advocates, and potentially turn Passives into Promoters.

Net Promoter Score 127

Net Promoter Score NPS Customer Retention Innovation 127

ECXO

JANUARY 21, 2025

His focus was always on innovation, so much so that he didnt pay much attention to customer feedback. Apexs gadgets were innovative, and people initially loved them. People just dont understand great innovation when they see it, he told his team. Net Promoter Score, Customer Effort Score) and set clear goals to improve them.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

eglobalis

JUNE 27, 2024

IKEA’s vision of creating a better everyday life is reflected in their commitment to sustainability, affordability, and innovative design. Philips focuses on improving people’s health and well-being through meaningful innovation, aligning their culture with this vision through extensive training programs and open communication.

Customer Experience 467

Customer Experience VOC Net Promoter Score Government 467

Intercom, Inc.

MAY 22, 2018

We use it extensively to help teams get at the heart of user problems, make product development more efficient and sustain the innovative heartbeat that’s core to our DNA. These insights will help you develop a deeper understanding of your users and whether their needs require innovative new solutions or improvements to existing ones.

Innovation 223

Innovation Net Promoter Score Customer Satisfaction Customer Feedback 223

ECXO

MARCH 6, 2025

B2B companies should move beyond relying solely on Net Promoter Score (NPS) and adopt a balanced set of metrics that capture different dimensions of customer experience and link to business outcomes. Continuous Improvement and Innovation in CX Unlike a finite project, CX transformation is never truly finished.

CX Transformation 339

CX Transformation B2B CX Government 339

ECXO

JULY 29, 2024

Coca-Cola’s vision of refreshing the world and inspiring moments of optimism is reflected in their commitment to sustainability and innovation. Aligning the Organization’s Culture An organization’s culture should support and promote customer-centric values.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

eglobalis

OCTOBER 1, 2024

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. Take, for instance, a company that uses Net Promoter Score (NPS) as a shared KPI across all departments. The result?

CX 458

CX Finance Customer Journey Map Innovation 458

eglobalis

MARCH 30, 2025

For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data. This has pushed the sector to innovate beyond sending out more survey forms. What is clear is that the balance has shifted.

AI 334

AI CX Sentiment Analysis Predictive Analytics 334

eglobalis

SEPTEMBER 5, 2024

Net Promoter Score (NPS) Measures customer loyalty by asking how likely customers are to recommend the product. Customer Retention Rate Measures the percentage of customers retained over time. How it complements CS : A low NPS may indicate underlying CS issues, signaling customers are not achieving desired outcomes.

Net Promoter Score 436

Net Promoter Score CX NPS VOC 436

ECXO

AUGUST 19, 2024

Metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) are commonly used. Samsung (South Korea) : Rigorous A/B testing frameworks optimize both software and hardware solutions, ensuring innovative and user-friendly products.

Customer Experience 369

Customer Experience Customer Journey Map Net Promoter Score B2B 369

Execs In The Know

MARCH 31, 2025

Led by Vanessa Hardy-Bowen , Director of Guest Care & Contact Centers, Spirit Airlines took a strategic approach to AI integration, turning challenges into opportunities to innovate. The results speak for themselves: A 20+ point increase in Net Promoter Score (NPS) , reflecting improved customer satisfaction.

AI 78

AI Customer Experience Net Promoter Score Legal 78

ECXO

MARCH 15, 2024

The sixth sin is a failure to innovate. Businesses that remain stationary, refusing to adapt and innovate, risk being left behind. Falling behind competition: Failure to innovate can make a business seem outdated, leading to a loss of customers to more innovative competitors. How awesome is that?

Customer Experience 290

Customer Experience VOC Net Promoter Score Innovation 290

Intercom, Inc.

MAY 21, 2018

Commonly known as strategic or formative research, exploratory research can play a pivotal role in helping your company save time in product development and keep its innovative heart beating. Here at Intercom, exploratory research is a key step in our innovation process. How exploratory research drives efficient innovation.

Innovation 143

Innovation Net Promoter Score Start-ups Customer Satisfaction 143

Retently

JUNE 28, 2023

Are customers more satisfied with your product if it costs more, and would raising your prices positively impact metrics like Net Promoter Score®? Often, changing your pricing changes the customers you attract, making it easier for you to achieve positive sentiment and a higher Net Promoter Score.

Customer Satisfaction 136

Customer Satisfaction Net Promoter Score B2C Manufacturing 136

Confirmit

MAY 29, 2018

What Is Net Promoter Score (NPS®)? The Net Promoter Score, or NPS®, enables organizations to get a clear vision of the health of their customers’ loyalty. a Net Promoter Score, or more likely a series of Net Promoter Scores, you can track for key areas of your business.

Net Promoter Score 40

Net Promoter Score NPS Close the Loop Customer Loyalty 40

Retently

JULY 8, 2024

Over the last decade, Net Promoter Score® has gradually become the new standard for measuring customer loyalty and satisfaction, not just for startups but for businesses around the world. Another scenario is when companies interpret a high NPS as an all-clear signal, neglecting innovation or addressing underlying issues.

Net Promoter Score 148

Net Promoter Score NPS Non-Profits Customer Satisfaction 148

Beyond Philosophy

FEBRUARY 8, 2020

One critical reason is that the time from innovation to imitation is down to weeks in many cases. Our work with Maersk Line, the largest shipping container company in the world, improved Maersk’s Net Promoter Score ® (NPS)by 40 points in 30 months, a statistic I often share. Growth is challenging today.

Net Promoter Score 142

Net Promoter Score NPS Customer Loyalty Innovation 142

Retently

SEPTEMBER 17, 2018

Apple’s continual focus on improving its Net Promoter Score has produced significant results for the company. As of 2016, the company had an NPS of 72 – one of the highest in the technology industry – following a decrease in 2018 to a score of 63. Why is Apple’s Net Promoter Score important, you ask?

NPS 96

NPS Net Promoter Score Customer Loyalty Innovation 96

Intercom, Inc.

MAY 22, 2019

To understand the voice of the customer , companies need to measure three critical points in the user experience: onboarding effort, support satisfaction and an overall net promotion score that measures relationship health. It’s time for product teams to go from being revenue-led or product-led to being customer-led.

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

Beyond Philosophy

JULY 7, 2015

When it comes to measurement of your Emotional Signature work for your Customer Experience, a great place to start is with the Net Promoter Score (NPS). Research shows Customers with a High NPS are less price-sensitive, spend more than Customer with lower scores and create higher margins for an organization.

Net Promoter Score 113

Net Promoter Score Predictive Analytics NPS Customer Loyalty 113

Retently

MARCH 11, 2025

Another valuable sources of insight in this process comes from open-ended responses in customer satisfaction surveys like NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and CES (Customer Effort Score). NPS (Net Promoter Score) : Would you recommend us?

CX 116

CX Customer Experience Net Promoter Score NPS 116

Fonolo

DECEMBER 6, 2022

You might aim to learn more about innovative call center tech or take a course on diversity and inclusion. Speaking of call center tech, when was the last time you updated your stack? . #2 NPS: Net promoter score is powerful stuff. Revisit your leadership style and select professional goals to reach for every quarter.

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sports 142

Lumoa

JANUARY 2, 2023

One tool businesses can use to capture valuable insights is the transactional Net Promoter Score (tNPS). What is the difference between transactional NPS (tNPS) and Net Promoter Score (NPS)? Alright, we get that it’s important for businesses but, what exactly is Transactional Net Promoter Score (tNPS)?

Net Promoter Score 78

Net Promoter Score NPS Customer Satisfaction Customer Feedback 78

Chip Bell

NOVEMBER 17, 2020

Qualtrics, one of the world’s leading customer experience assessment companies, recently published a blog post with a rather daunting title: Net Promoter Score Collapses During Pandemic.

Net Promoter Score 111

Net Promoter Score Customer Experience E-commerce NPS 111

ECXO

AUGUST 21, 2024

They are willing to learn from mistakes, embrace new technologies, and innovate to improve the customer experience continually. Innovate Continuously Innovation is the key to staying ahead in the CX game. 3. Foster a Culture of Innovation: Encourage your team to think creatively and bring new ideas to the table.

CX 156

CX Social Media Touchpoint Predictive Analytics 156

Customer Bliss

JUNE 20, 2017

With creativity, passion and award-winning know-how, Jackie supports service-orientated organizations and helps to improve their guest experience through innovation, engagement, and empowerment. The first several months included this foundational research, including some innovative research on co-creation programs with customers.

Innovation 80

Innovation Healthcare Customer Experience Net Promoter Score 80

ECXO

APRIL 26, 2023

Design team performance metrics are usually based on project delivery and the quality of the user experience and measured often by adoption rate, CES, CSAT or net promoter score per transaction, for instance or many others. Increased innovation – CX leaders constantly seek new ways to create value for customers.

CX 156

CX Net Promoter Score Innovation Touchpoint 156

Retently

AUGUST 12, 2020

If you want to grow your business, you need happy and proactive employees that will constantly go above and beyond, provide exceptional customer experience, make informed decisions, and come up with innovative ideas for your business’ development. eNPS = (% of Promoters) – (% of Detractors). eNPS Methodology.

Net Promoter Score 83

Net Promoter Score NPS Customer Satisfaction Innovation 83

ClientSuccess

MAY 25, 2023

Net Promoter Score (NPS) Analyzer The NPS Analyzer feature generates an intelligent analysis of Net Promoter Score (NPS) campaigns. This AI-driven intelligent summary enables businesses to make informed decisions and take immediate action to drive positive outcomes.

Net Promoter Score 81

Net Promoter Score AI Unstructured Data NPS 81

Shep Hyken

DECEMBER 3, 2021

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. Net Promoter Score (NPS) — Establishing baseline ratings and gathering key customer feedback .

Net Promoter Score 126

Net Promoter Score Customer Experience Scorecard Transportation 126

Lightico

MARCH 5, 2025

Similarly, IT development has been plagued by digital paralysis, where legacy systems, complex workflows using RPA, and rigid compliance-driven processes slow down innovation. The problem is digital paralysisthe inability to rapidly innovate and get stuck in development cycle hell. The result?

Compliance 52

Compliance CX Customer Experience Healthcare 52

Execs In The Know

OCTOBER 4, 2024

Emily started by sharing how the company’s commitment to creating high-quality, purpose-driven products has earned them over 60,000 reviews and a 77 Net Promoter Score (NPS)—an industry-leading figure. Emily’s keynote was a powerful reminder that every customer interaction is an opportunity to innovate and grow.

Innovation 52

Innovation CX Net Promoter Score Customer Feedback 52

Beyond Philosophy

OCTOBER 8, 2014

According to recode.net , this means that they are no longer considered an innovator. It will attract more talent to PayPal’s team. For just a little over a decade, Paypal has been an eBay subsidiary. As a result, the top talent is less likely to want to work there.

Net Promoter Score 110

Net Promoter Score Social Media CEM Customer Retention 110

SurveySensum

DECEMBER 4, 2024

This is where Net Promoter Score comes into play. And generally, a negative score indicates poor performance because of more detractors. Case Study: USAA Success with NPS The American bank USAA enjoys an NPS score of 75 with its customer-centric approach.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

PeopleMetrics

MARCH 1, 2017

Step 1: Decide if you are in innovation or repair mode. You're in innovation mode when…. Your Net Promoter or Customer Loyalty scores are best-in-class (i.e., If you find you're in innovation mode, take a look at all of the customer suggestions and compliments that you have received through your closed-loop system.

Net Promoter Score 70

Net Promoter Score Innovation Customer Loyalty Voice of the Customer 70

Fonolo

APRIL 16, 2019

I also believe that these interactions are highly under-reported, and are not afforded the weight and importance by management that they deserve, in spite of their indirect effect on a commonly used metric: the Net Promoter Score (NPS). What the Numbers Confess. Shai Berger , Co-Founder and CEO, Fonolo.

Net Promoter Score 108

Net Promoter Score Contact Center NPS Engineering 108