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NPS measures the customers' lives enriched

All you need to know about NPS!

19 Dec 2017

Image Source: Deviant ArtThe Net Promoter Score® (NPS®) is not just a buzzword anymore. It is the core of the most customer-centric organizations in the world. It is the way forward if companies want to grow, succeed, and become profitable. Here is an overview of...

Which is the best metric-CES, CSAT or NPS?

The SYSTEM trumps the SCALE!

05 Dec 2017

One of the most common questions I encounter when discussing customer experience with my clients or potential clients is: "Which metric is most efficient?" I have observed that all CX enthusiasts who spearhead CX initiatives at organizations spend considerable effort in understanding the 3 common...

Effectiveness of 0-10 NPS Scale

ADVANTAGES of 0 to 10 NPS Rating Scale

30 Nov 2017

The Net Promoter Score (NPS) is an extremely popular metric for brands to measure and assess customer loyalty - the lifeblood of any organisation. It is a simple yet powerful metric to give an accurate picture of what customers think of an organisation. Research has...

Safety before taking a leap into making NPS as a KPI

Prepare Your Organisation before using NPS as a KPI

28 Nov 2017

One of the first few questions that organizations ask after adopting the Net Promoter Score (NPS) is whether they should set NPS as a Key Performance Indicator (KPI). While the intention behind such a thought could be to ensure that the team is serious about NPS,...

5 traits of NPS driven organizations

5 UNMISTAKABLE Traits of Net Promoter Companies

21 Nov 2017

I have had an interesting observation while helping companies set up and use the Net Promoter System® (NPS). Net Promoter companies or organizations that succeed with NPS have five distinctly common traits. Such organizations adopt the Net Promoter System and ingrain Customer Experience as a core part of their...