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Marketing, customer satisfaction and loyalty
Satisfied customers will follow you everywhere
NPS soon to be abandoned by 75% of businesses?
Jun04

NPS soon to be abandoned by 75% of businesses?

For customer satisfaction specialists, this title is very enticing. The Net Promoter Score (or NPS), the star metric of customer satisfaction, will be abandoned by 75% of businesses by 2025. This prophecy is, in fact, the result of research put forward by Gartner. Problem: I don’t believe it at all, and I think it’s neither realistic nor very objective. crédits : Shutterstock Most large companies use the NPS First of all,...

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Customer satisfaction and paid customer service: a contradiction?
Feb03

Customer satisfaction and paid customer service: a contradiction?

There was a time when customer service was the cornerstone of customer satisfaction. But the Covid crisis happened, and some companies, which were used to being different thanks to a free service, had to rethink their strategy. This is the case of BNP Paribas, who announced, at the end of January 2021, that access to customer service advisors would become subject to a fee. Is it still possible to satisfy the customer under these...

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