26 Aug
How to obtain customer feedback in 20 sec- NPS® 2.0
Obtaining feedback from your customers has never been as crucial as it is now. And yet, all you need is 20 seconds of your customer’s time. In just 2 questions, you can find out what your customers truly think of you. Presenting NPS® 2.0 All CX professionals know about the Net Promoter Score. Developed by Fred Reichheld, it is a popular CX
16 Jun
Want to improve NPS®? Focus on Drivers Analysis.
The overall goal of a Net Promoter survey is to find out if you customers like you enough to want to recommend you to their friends and family. We, at Numr always aim to help us clients deliver loyalty-creating customer experience. If you wish to succeed in the current climate, transforming your yourself into a customer-centric organization is extremely important. Generally, NPS® (or CX surveys) are a great first step. If you already have an NPS® system in
09 Dec
How Text Analytics can help analyse Net Promoter Score®
Is your company bleeding money? US companies lose $75 billion dollars every year due to poor customer service. This is a pity because most of it is, in fact, preventable. WHAT IS NET PROMOTER SCORE®? NPS® is a metric developed by Fred Reichheld that quantifies Customer Loyalty. It is based on just 1 question, which is “On a scale of 1
26 Nov
Why Net Promoter Score® is important for your Customer Retention Strategy
Take a second and think, how do your best, most loyal customers act? They don’t just engage with your brand once but return again and again. Astute CX professionals know that return customers (and customer retention) are the backbone of a business. Why? They boost revenue and have a high customer lifetime value. Retaining existing customers is 5 times cheaper than acquiring new ones Increasing customer
11 Oct
Why you need an experienced research company to measure NPS®
Net Promoter Score® is a metric top companies across the world use to manage Customer Experience. In fact, Reichheld calls it the ONE NUMBER that companies need to grow. It measures how loyal your customers are based on whether they will recommend you to others. Also, it is a proven indicator of future growth. Numr, a market research company in
11 Oct
Net Promoter Score®- How to analyse it right?
Net Promoter Score®is the ONE number companies need to grow. At least, as per Fred Reichheld’s seminal paper, the one figure that all companies must focus on isn’t total sales or annual growth. Instead, it is Net Promoter Score®. Although, it is a loyalty metric, is has proven to be a strong predictor of growth. In fact, Net Promoter leaders “outgrow
11 Oct
Net Promoter Score®- Tips to turn Detractors into Promoters.
Net Promoter Score® is a metric that top companies across the world use for Customer Management. Basically, Net Promoter Score® calculated Customer Loyalty, based on whether your customer want to recommend you to others. First developed in 2003, Fred Reichheld called it the ‘ONE’ number companies need to grow. According to him, NPS®, not annual sales or gross profit is the
10 Oct
How does Net Promoter Score® help in retaining customers?
Net Promoter Score® is a loyalty metric leasing companies use to manage Customer Experience. Basically, it measures customer loyalty based on the possibility of recommendation or referral. Numr, a market research company in India recommends using NPS® to streamline your entire CX initiative. Since, it is calculated based on 1 question, it is easy to understand. The question being,“On a
09 Oct
How does Net Promoter Score® help in gaining customers?
Net Promoter Score® is a Customer Experience metric that companies across the world use to predict Growth. It measures overall Customer Satisfaction and Loyalty. Numr, a market research company in India recommends tracking NPS® regularly to optimise your CX program. After all, Net Promoter Score® is a strong indicator of a company’s relationship with its customers. NET PROMOTER SCORE® AND CUSTOMER
04 Oct
Is Net Promoter Score® different from Customer Satisfaction Score?
Both, Net Promoter Score® and Customer Satisfaction (C-Sat) are types of Customer Experience Surveys. They are used to measure a customer’s experience of his interaction with a business’s product or service. While, both are important key performance indicators (KPIs), their methods are quite different. Moreover, Net Promoter Score® is a measure of customer Loyalty whereas C-sat calculates satisfaction at a
