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A Startup’s Net Profit Score Is More Important Than Its Net Promoter Score

InfoChachkie

As crazy as this scenario sounds, it is very similar to the “scoring process” companies engage in when they track Net Promoter Scores. Net Promoter Scores (NPS) are the darling of many Big Dumb Company (BDC) product marketing and customer support executives. A Net Promoter Score of 10 and a bank account of 0 equal a failed venture.

.Net 168
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A Startup’s Net Profit Score Is More Important Than Its Net Promoter Score

InfoChachkie

As crazy as this scenario sounds, it is very similar to the “scoring process” companies engage in when they track Net Promoter Scores. Net Promoter Scores (NPS) are the darling of many Big Dumb Company (BDC) product marketing and customer support executives. A Net Promoter Score of 10 and a bank account of 0 equal a failed venture.

.Net 182
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Stop managers from gaming the system!

Berkonomics

Financial perspective: financial statement showing key indicators such as revenue, expense, net income or other measures important to success. Customer perspective: Ratings of customer satisfaction, statistics of customer retention, market share and even brand strength. Use the four most important measures of success as the basis.

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Stop managers from gaming the system

Berkonomics

Financial perspective: financial statement showing key indicators such as revenue, expense, net income or other measures important to success. Customer perspective: Ratings of customer satisfaction, statistics of customer retention, market share and even brand strength. Use the four most important measures of success as the basis.

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4 New Customer Loyalty Rules Drive Business Success

Startup Professionals Musings

Many startups and mature businesses have not yet accepted the fact that customer satisfaction and loyalty in this “always connected” age are about more than product and service quality. But to engender loyalty, you have to be delivering a good experience and keeping satisfaction high. Customer upsell: Sell more to existing customers.

Customer 100
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Customer Experience Controls Business Growth Today

Startup Professionals Musings

Many startups and mature businesses have not yet adapted to the fact that customer satisfaction in this “always connected” age is more than product and service quality. But to engender loyalty, you have to be delivering a good experience and keep satisfaction high. Customer upsell, selling more to existing customers.

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Your Customer Success Team Is Focusing On The Wrong Definition Of Success

InfoChachkie

Ara went on to note that ServiceTitan has been experiencing negative churn, netting 120% annual revenue growth from existing customers. Sure You Track Satisfaction, But Whose Success Are You Monitoring? These teams gauge customer satisfaction by tracking net promoter scores, customer churn, renewal rates, etc.

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