This article originally appeared in Harvard Business Review. That’s the objective of NPS. It gauges how consistently a firm turns customers into advocates by tracking and analyzing three segments: promoters, customers who are so pleased with their experience that they recommend your brand to others; passives, customers who feel they got what they paid for but nothing more and who are not loyal assets with lasting value; and detractors, customers who are disappointed with their experience and h...
관련성이 더 높은 업데이트 ; Randal B. O. Deangelo Pearson ; Success Magnified ; Mary Gaul ; Information and Communications University ; Michael Duke ; Future CX ; Jeff Haymond ; Albandari Altulihan ; Ondrej Dvoulety
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Net Promoter, customer loyalty, customer satisfaction, firm growth, recommend intention, word... Loyalty business model, Direct marketing, Customer relationship management, Culture change...
사전적의미 Net Promoter Score = 순 추천고객지수 또는 순수 추천 고객지수 라고 번역이 많이 되어... §비즈니스 전문지 ‘Harvard Business Review’에 의하면 NPS는 실제로 기업의 3년 성장률과 비례한다고 언급하고...
A passive is typically satisfied, but not as enthusiastic about the business as a promoter. If your competitor offers an excellent option, this customer might take it. On a scale of 1-10, their answers are 7 or 8. Detractor. With answers falling at or below 6, detractors can destroy a business with negative word-of-mouth. Whether they had an adverse experience or didn’t like the font you use, detractors are l ...
The Net Promoter Score, or NPS, is a management tool that quantifies the value of the customer relationships a business has built and provides mana...
A variation on NPS is Employee Net Promoter Score (eNPS), a measure of staff feelings about their workplace. Origins The origins of NPS date to a 2003 Harvard Business Review article by...
순추천지수(Net Promoter Score)란 무엇입니까? 그것이 무엇인가 NPS(순추천고객지수)는 고객이 특정... 사례 연구 Harvard Business Review에서 보고한 것처럼 Philips와 같은 회사는 "외부에서 내부로, 고객 중심의 조직이...
On a scale from 0 to 10, how likely would you be to recommend our company to a friend? · As a consumer, you’ve probably encountered this sort of question dozens of times—after an online purchase, at the end of a customer service interaction, or even after a hospital stay. And if you work at one of the thousands of companies that ask this question of their customers, you’re familiar with the Net Promoter System (NPS), which Reichheld invented and first wrote about in HBR almost 20 years a...