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150. How To Measure Customer Loyalty: NPS & Beyond | Rob Markey (Replay)
Manage episode 445127552 series 2907625
What if your customer loyalty score is telling you only half the story? In this Doing Customer Experience Right revival, host Stacy Sherman and Rob Markey, Bain & Company partner and Net Promoter System (NPS) pioneer, explore how NPS has evolved from a simple score to a comprehensive system. You’ll learn actionable strategies to boost loyalty and employee engagement while tackling common NPS pitfalls. Whether you’re new to customer experience (CX) or a seasoned pro, this deep dive offers fresh insights into using customer feedback to drive growth and strengthen company culture. Discover more at DoingCXRight.com.
157 episódios
Manage episode 445127552 series 2907625
What if your customer loyalty score is telling you only half the story? In this Doing Customer Experience Right revival, host Stacy Sherman and Rob Markey, Bain & Company partner and Net Promoter System (NPS) pioneer, explore how NPS has evolved from a simple score to a comprehensive system. You’ll learn actionable strategies to boost loyalty and employee engagement while tackling common NPS pitfalls. Whether you’re new to customer experience (CX) or a seasoned pro, this deep dive offers fresh insights into using customer feedback to drive growth and strengthen company culture. Discover more at DoingCXRight.com.
157 episódios
Todos os episódios
×1 157. Lessons from 2024: Designing CX That Keeps Customers Coming Back in 2025 17:06
1 156. How to Design Effortless Customer Experience and Remove Roadblocks | Greg McKeown (Replay) 39:50
1 155: Mastering Emotional Intelligence to Drive Team Performance & CX Excellence| Daniel Goleman (A past favorite) 34:09
1 154. Customer Service ROI - The Numbers Behind Loyalty | Neal Topf 28:58
1 153. Earning Customer Loyalty, Not Just Sales, For Revenue Growth | Stacy Sherman + Fred Reichheld 15:42
1 152. When Machines Become Customers – Navigating the New Normal (Repeat) 30:34
1 151. Maximize Customer Lifetime Value -The Power of Deep Specialization | Corey Quinn 23:50
1 150. How To Measure Customer Loyalty: NPS & Beyond | Rob Markey (Replay) 26:50
1 149. Maximize Customer Loyalty - 3 Strategies To Boost Employee Accountability | Stacy Sherman 10:37
1 148. 8 Laws of Customer Service Success - Blending Tech and Human Connection | Blake Morgan 28:26
1 147. Accountability Over Excuses - How to Transform Your Business Culture for CX Success | Robert Hunt 30:15
1 146. AI Meets Human Touch - Redefining Customer Experience | David Singer 30:29
1 145. Transforming Healthcare - Proven Customer Experience Strategies | Miya Gray 27:35
1 144. The Hidden Gem of CX Day and Customer Service Week: A Game-Changer for Business Success | Stacy Sherman 11:36
1 143. Beyond the Deal: Delivering Value That Keeps Customers Coming Back | Bob Burg (Rerun) 26:15
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