RAPID vs. NPS Net Promoter Score
Message from the CEO
Do You Believe in your Data?
Can you trust and believe in the customer and market insights gathered from your data?
In the past, I’ve used NPS (Net Promoter Score) as a measurement of customer loyalty / satisfaction in a variety of startups and large organizations, notably Intuit where I was a CMO and a Director of Strategy. For the most part, the actionable insights from NPS were underwhelming and usually endlessly debated by my team as well as the C-Suite reflecting disbelief in the data. I always felt like I wasn’t ever getting the full picture and when I met Dr. Bob seven years ago I started to understand why.
Dr. Bob Hayes, TCELab CCO, is a leading customer experience research scientist who created the RAPID Loyalty Framework and has explored the statistical best-practices of Customer Experience Management in his three books, blog, magazine articles and numerous appearances.
Fast-forward to today — we formed TCELab because we want to make the world better by helping make people, companies and products better. It’s exciting to build tools, platforms and analytics around Dr. Bob’s science. We know our approach is not only leading-edge and statistically sound, but also very action oriented. And, it works.
NPS as a customer loyalty metric under-performs in the modern economy.
Click here to learn more about RAPID vs. NPS.
CLAAP is our Customer Loyalty As A Platform technology.
Click here to learn how we deliver world-class insights and analytics to your organization, leaving your team to focus on what’s needed to improve your customer experience.
What is CEM?
Click here to learn about the fundamentals about CEM Customer Experience Management.
What is Big Data?
Click here to learn about the power of correlating Customer Experience information with your big data.
TCELab delivers actionable insights with 100% total confidence in results
The customer is always right. If you know how to listen! We have a full range of end-to-end CEM, Loyalty and Big Data services and products we can tailor to fit your needs.
Let’s roll-up our sleeves and get started.
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