by Annette Franz | Aug 10, 2022 | customer experience, earned growth, metrics, Net Promoter Score, Uncategorized
Today I’m pleased to share a guest post from Ben Goodey, Head of Growth Marketing at CustomerGauge. The Net Promoter System evolved once again in late 2021 with the addition of Earned Growth, the account-based metric that, according to Bain & Co. (creators...
by Annette Franz | May 7, 2020 | customer experience, customer understanding, listening, metrics, Net Promoter Score, online reviews, Uncategorized
Today I’m pleased to share a guest post by Eric Melchor with ElevateMyCX. When most of us think of plagues or epidemics we think of victims who break out with red spots all over their bodies or egg-sized buboes that ooze pus and blood. But think about the...
by Annette Franz | Mar 24, 2016 | customer effort, customer satisfaction, metrics, Net Promoter Score, surveys
Today I’m pleased to share a guest post by Adam Rogers at Kayako. There is an abundance of metrics out there that can measure the quality of your customer support. But which one really shows how loyal your customers are? When measuring customer support, metrics...
by Annette Franz | Jul 25, 2014 | customer experience, employee experience, Net Promoter Score, voice of customer
Image courtesy of PixabayToday I’m pleased to share another guest post by Sarah Simon. An Interesting Conversation with a NeighborNeighbor: So what do you do for a living again?Me: <Begins to summarize my career calling as succinctly as possible, which...
by Annette Franz | Aug 2, 2012 | EFM, employee feedback, feedback, Net Promoter Score, NPS, survey design, surveys, voc, voe
I recently met with a company that has been a client of ours for the last five or six years. During that time, there have been personnel changes on our team and on theirs. As a matter of fact, none of the original players on either side is involved any more. As we...
by Annette Franz | Jul 10, 2012 | customer effort, customer experience, customer satisfaction, employee satisfaction, metrics, Net Promoter Score, NPS
The other night, I was reading my local version of the Auto Club’s Westways magazine. One of the articles was an interview with the Angels’ new player, Albert Pujols. What could Albert Pujols possibly say that would drive me to write this post? Oh, you...
