Why Customer Experience Matters to Your Bottom Line (Part Two)

Posted by Leon Wei on Fri, Apr 29, 2016

Customer expectations continue to rise, and the power that a single customer’s experience can have on others makes it more important than ever to understand the value of improving customer experience. In a previous post, we talked about how frustrating a poor customer experience can be and how we can measure the value of a good or bad customer experience. In this post, we’ll dive a bit deeper into how and why it’s worth your while to develop actionable Net Promoter Score (NPS) insights.


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Irish Lessons on Converting New Customers into Advocates

Posted by Raj Sivasubramanian on Thu, Mar 14, 2013

Every year around Saint Patrick’s Day, I find myself reminiscing about my first trip to Ireland when I was in college. It was a memorable experience as I was captivated by the Irish people, culture, natural beauty, music and ... whiskey.


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Four Steps to Reach Your 2013 Net Promoter Score Goal

Posted by Raj Sivasubramanian on Wed, Mar 06, 2013


Set aside for another day the ongoing debate about the merits of Net Promoter Score as a corporate metric. Your company, among a growing number, has decided to use NPS to measure customer loyalty, and has set a corporate NPS goal for 2013. Today’s concern isn’t whether it’s a good goal—it’s how to reach it.


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