Net Promoter Score (NPS) is defined as a metric for determining the state of a customer’s loyalty and satisfaction with a brand or product.

NPS is typically measured using the NPS survey question which asks the respondent the following question (or a slightly altered version of the same question without changing its meaning):

Considering your complete experience with us, how likely are you to recommend us to a family or friend?

Hi Rachel, a good source of practical information on this topic can be found here, which is a series we dedicated to CJM last year:

https://www.mycustomer.com/content/customer-journey-mapping-2016-guide

Hope it helps!

Hi Andrea,

You may be interested in this related story:

https://www.mycustomer.com/community/blogs/trusted-shops/open-click-shop...

Thanks

Hi Hazel, thanks for your comment.

Is there a particular discipline you'd like to focus on? I notice from your job title that you work in client relationship management, so would you like to hear tips and advice on CRM, for instance? Or are you more focused on customer service?

Do share some more details and we'll pull together some useful info for you.

Thanks Hazel.

Hi, I've also cross-posted this in our LinkedIn group (https://www.linkedin.com/grp/home?gid=1951190) to drum up some advice. 

Thanks

Hi Cavin, I've cross-posted your query on our LinkedIn group, and David Bell, Digital Marketing Executive at Tripudio, has recommended Vivocha. 

A good summary of the differences between SEO and PPC. 

Hi Rob, I'd like to bring your attention to a few articles here that might be of interest.

They're not specifically about creating a chief experience office but provide insight into creating the role of chief customer officer, so the first step along the path to the CE office:

Will 2013 be the year of the chief customer officer?

Super-powered CEM: Does your company need a chief customer officer?

How are chief customer officers impacting experiences?

https://www.mycustomer.com/feature/experience-social-crm/paradigm-shift-structuring-social-customer-service/165175

Would love to hear your thoughts!

Thanks

....is how you can work at iKode and yet be unaware of its flagship product iKode Helpdesk X - and further still, be unclear whether said product actually works.

Are you alone in your confusion about the tool, or is your uncertainty about the effectiveness of Helpdesk X reflected throughout iKode?

Lets widen the discussion here:

* If you use an online customer support software that you believe is working well for your business, we would love to hear your experiences. 

* If you work for a support software vendor and you ARE sure that your product works, why not tell us a little about it. 

Thanks all.