Customer Experience

CX 2.0 Promoters/Detractors

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Measuring the Customer Experience (CX) to understand their sentiment is an important part of any business strategy.

Net Promoter Score (NPS), created in 2003 by Fred Reicheld, Bain & Company and Satmetrix, is a methodology that a company can use to collect, analyze and quantify customer feedbackwhile also comparing their performance to others.
Even though it is a 16 year-old benchmark, in a world where technology changes daily, NPS is still highly adopted. CEOs across the world love to stare at these monthly reports and stomp their feet about bad responses and/or cheer their great results.
Today, the “reading reports and stomping feet” method is as old as the index itself and needs an IoT upgrade.

We call it CX 2.0. That’s Customer Experience Version 2.0

Companies can implement CX 2.0 strategies to put their data in motion by automating NPS data to drive new business and other powerful outcomes.

The NPS question is known as the “likely to refer” question. The reviewer is asked to leave a score of 0 through 10 (an 11-point scoring model). Their score determines whether they are a detractor, passive or promoter. 

  • If they answer 0-6, then they are a detractor — someone who will not only abstain from referring friends, family, and colleagues to a business, but also likely do just the opposite and will seek to do damage to a business and its reputation due to their unhappiness.  
  • If they answer with a 7 or 8, then they are considered passive. The respondent will likely not hurt or help the business. 
  • If they answer with a 9 or a 10, they are a powerful asset in the form of a promoter. They will recommend the product, service or experience to other potential buyers.

To increase company revenue, you’ll need to maximize the promoters and minimize the detractors. 

Our new ebook, CX 2.0 The Evolution of Customer Experience Management, will teach you: 

  1. How to turn detractors into promoters using automation.
  2. How to make a promoter an instant promoter by sharing the Voice of the Customer (VoC) automatically.
  3. How to use CX feedback to engage employees, driving a better customer experience.

Learn these CX 2.0 strategies and more by downloading our free eBook today!


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