Why the Creator of NPS Thinks You Should Look at Customer Verbatims
Consumer Products & Retail
September 27, 2016 / 1 min read
Topics
Customer Experience
You are measuring your Net Promoter Score (NPS) without obtaining a written explanation from the respondent to justify his answer? Big mistake! While the NPS was originally intended to be a simple digital index, it quickly became important for managing detractors. Therefore, it is now inconceivable not to measure nor to analyze qualitative comments. Even the creators of the index are recommending it today…
Latest news
2024-11-29
Diversify Your Methods for Optimal Customer ExperienceWhen evaluating your marketing strategies or operations, you might wonder if relying on a single method…
2024-11-13
Value Beyond Price: The Four Elements Shaping Customer PerceptionIn today’s competitive marketplace, value is far more than a matter of price. The phrase “value…
B2B2024-10-30
Making Every Interaction Count with the Customer Effort Score (CES)Ever had an experience with a company that just felt like way too much work? Long…
B2B2024-06-21
Customer experience and mystery shopper: The winning duo for measuring and improving customer perceptionIn today’s economy, customer orientation is the major concern for managers operating in a B2C business…
Hospitality & Travel2024-02-14
Customer experience, a brand differentiator!More than ever, customer experience is a brand differentiator, not only for retirement homes, but also…
Hospitality & Travel2024-02-14
The Importance of Customer Experience in the Senior Living IndustryWhen discussing the well-being of the elderly, it is essential to consider the importance of customer…
Consumer Products & Retail2022-03-22
Google My Business: How to utilize the “Located in” featureIs your business located in a mall? A shop or restaurant in a hotel? Or even…
Consumer Products & Retail2021-11-25
Google updates requirements for company logos on their platformsGoogle adds another requirement to make sure logos look good against white backgrounds
Consumer Products & Retail2021-10-12
Taking Action to Build Customer LoyaltyHow likely are you to recommend this restaurant to a friend, colleague, or family member? It’s…
Restaurants2021-10-12
Battle Lines of Customer Loyalty: Promoters vs. DetractorsIn our last post, we talked about the importance of Customer Experience and how a Voice…
Restaurants2021-10-05
3 Ways To Better Manage Customer ExperienceAs a proud, hard-working food-service operator, you know every detail counts when it comes to securing…
Consumer Products & Retail2021-07-27
2021 SaaS AwardsPUBLITECH (LOCALTRAC) Shortlisted for 2021 SaaS Awards
Consumer Products & Retail2021-05-06
Google Takes Sustainability to HeartWhile sustainability remains a critical core value in most of our organizations, having a sustainable culture…
Consumer Products & Retail2021-04-15
Spotted, 2-Packs on Google Local Search ResultsWhat does it mean when Google is currently in test mode? Is the 3-pack going away?
Consumer Products & Retail2021-03-11
The Nemesis of Your Local Plan…The Idea Behind GMB Duplicates.Google My Business helps your business get found in local search. When local customers are looking…
Consumer Products & Retail2021-02-25
Q&A on Google My Business, using software to monitor and respond.