Der Net Promoter Score, meist NPS genannt, zählt inzwischen zu den populärsten betrieblichen Kennzahlen. Gut und richtig umgesetzt, macht er die Unternehmen schneller, agiler und kundenorientierter. Mit seiner Hilfe kann die Stabilität einer Kundenbeziehung regelmäßig überprüft werden, um gefährliche Fehleinschätzungen an den einzelnen Touchpoint zu vermeiden.
Den Net Promoter® Score (registered trademark of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld) hat der amerikanische Loyalitätsexperte Fred Reichheld entwickelt. Diese Kennzahl, meist NPS genannt, hat einen weltweiten Siegeszug angetreten, weil sie als „vorstandstauglich“ gilt.
Sie gibt an, wie kundenzentriert ein Unternehmen ist. Wenn man es richtig macht, ist sie
Den Net Promoter® Score (registered trademark of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld) hat der amerikanische Loyalitätsexperte Fred Reichheld entwickelt. Diese Kennzahl, meist NPS genannt, hat einen weltweiten Siegeszug angetreten, weil sie als „vorstandstauglich“ gilt.
Sie gibt an, wie kundenzentriert ein Unternehmen ist. Wenn man es richtig macht, ist sie
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