Initiatives such as the Net Promoter Score (NPS) can yield maximum results when they become the DNA of the organization. In spite of all the advantages that NPS possesses, getting an organization-wide buy-in into this is not easy. So, nothing like a few quick and...
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...
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...
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,...
One of the common questions that I encounter when speaking to clients is, "Which customer satisfaction metric should be used to measure customer experience?" Customer experience enthusiasts are eager to understand why a certain metric should be used, what its advantages are, and how that...
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...
Quite a few organizations, even today, consider customer experience as a tertiary function. They assume that in the order of priority, it comes after customer acquisition. When I probed into the reason behind this, I understood that this belief stemmed from the idea that there is...
Today, almost every business around the world is using NPS Survey to measure and improve its customer experience. The Net Promoter System Blog lists over 200 companies across 10 industries that are using NPS. Certainly, that's only a fraction of the total number of companies conducting...
One of our B2B clients recently asked me whether the frequency of contacting customers impacts NPS. To be honest, I had not thought about this until I was asked. I could intuitively tell that contacting customers frequently and resolving their concerns even before the NPS survey is executed...
One of the most critical components for the success of Net Promoter Score (NPS) is closing the loop on customer feedback. The oft-repeated mantra for customer success is: Closing the loop is not a choice; it is the responsibility and duty of an organization. Closing the loop entails acting...
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