2003 Customer centricity Metrics 
Beyond Philosophy
SEPTEMBER 15, 2015
It has become a standard metric used to determine if your Customer Service and Experience improvements are effective. Harvard Business Review called it “ The One Number You Need to Grow ” way back in 2003. So the question is, what can we learn about what works for Customer Experience by looking at trends in NPS?
Uniphore
JANUARY 31, 2017
Developed and first introduced in 2003 by Fred Reicheld, Bain and Company and Satmetrix, Net Promoter Score® (NPS 1 ) has become somewhat of the definitive metric for gauging customer satisfaction and loyalty.
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Uniphore
JANUARY 31, 2017
Developed and first introduced in 2003 by Fred Reicheld, Bain and Company and Satmetrix, Net Promoter Score® (NPS 1 ) has become somewhat of the definitive metric for gauging customer satisfaction and loyalty.
AskNicely
AUGUST 29, 2018
Getting the most value out of your NPS program is more about first having a winning process , which then unlocks those optimal metrics. The Net Promoter Score framework arrived in 2003, and since then organizations have been trying to answer that question. Traditionally, NPS was viewed as a boardroom-only metric.
Eptica
NOVEMBER 12, 2019
Author: Taoufik Massoussi - Product Manager & Head of AI At a time when customer experience ( CX ) is critical to business success , being able to measure your customers’ satisfaction levels is hugely important. Often the metric of choice is the Net Promoter Score ( NPS ). However, on its own, it can only take you so far.
CX Journey
FEBRUARY 5, 2015
At the highest level, we’ve seen the rise of the Chief Customer Officer (CCO), an executive with the authority and visibility to create a culture of customer-centricity. 3 Customer experience will be realized as a major revenue driver In the news: Customer experience has traditionally been a touchy subject for many executives.
Lumoa
APRIL 24, 2018
The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. There is no perfect metric.
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