PeopleMetrics
AUGUST 21, 2018
As we discussed in Lesson #5 , NPS is important to include in your VoC program, but if you’re running a transactional VoC survey, you need other ways to measure the most recent customer experience alongside NPS. You must combine NPS with an individual measure of the customer experience in a transactional VoC survey.
PeopleMetrics
JUNE 29, 2020
Add an “NPS Safety” question in the very beginning of the survey. Yes, before NPS. Make it an 11-point scale, just like NPS, anchored by “Extremely Safe” and “Not At All Safe.” Make it an 11-point scale, just like NPS, anchored by “Extremely Safe” and “Not At All Safe.” visit to retail store, hotel, customer home, etc.).
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PeopleMetrics
JUNE 17, 2020
NPS is often used in this survey, which helps pinpoint the strength of the customer–company relationship. Goals usually include either overall customer satisfaction or NPS. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.
PeopleMetrics
MARCH 26, 2018
The experience that your customers have as they're providing feedback affects their NPS score going forward in the same way that your other touchpoints, like your website or call center, affect NPS. in Business Administration with a specialization in marketing science from Temple University in Philadelphia.
PeopleMetrics
NOVEMBER 22, 2019
At the onset of the program, communicate what VoC is, why it’s important, how it will drive business results, and what touchpoints you will focus on. This way, every employee knows the company’s NPS , the number of problems experienced by customers, and the speed at which teams were able to solve them. Sean holds a Ph.D.
PeopleMetrics
MARCH 12, 2018
This is the familiar exercise of external benchmarking, or comparing key metrics of your business against others in your space. in Business Administration with a specialization in marketing science from Temple University in Philadelphia. Sean holds a Ph.D.
Customer Bliss
AUGUST 15, 2017
In addition to her law degree she also has a postgraduate degree in business administration (focus on marketing). They launched it on a smaller scale in some hotels, and saw an increase of NPS/customer satisfaction scores. She studied in Frankfurt (Germany) & Madrid (Spain) and lived and worked in London for three years.
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