NPS

Matteo Pomoni, Global Head of Retail Daily Banking at ING discusses what it means to be customer obsessed in an intentional, scalable and measurable manner.

Forsta, a provider of market research, customer experience (CX) and employee experience (EX) technology, at Web Summit introduced Predictive Net Promoter Scores (pNPS) created with CX data specialists GemSeek. Built on the Forsta Human Experience (HX) Platform, Forsta clients will now have access to analytics-powered predictions of silent customers and those who don’t provide the […]

Brands need to genuinely show interest in helping a prospect solve their problem without expecting anything in return. In a conversation with Elena Melnikova, Chief Marketing Officer at Talkwalker, Martechvibe explores how brands can build an empathetic connection with consumers. “By making the shift from ‘pushing an agenda’ towards value creation, marketers become the human […]

TLDR: NPS is the percentage of customers who answer with a nine or ten (known as “promoters”), minus the percentage of customers who answer the NPS question with a six or lower (known as “detractors”). It is a number that can be gathered and tracked regularly, for the business, store, product, and customer service team. […]

Speaking at the CX NXT, Alexander Genov, Head of Customer Experience Research, Zappos said appealing to customers’ emotions is more powerful than pricing. When businesses measure its growth by numbers, they can lose sight of their customers as people. But the best customer-centric companies not only put their customers first – they design products and […]