Five Ways to Improve Your NPS

In today’s world, a business’ Net Promoter Score (NPS) is one of the best ways to measure the average customer experience. NPS is calculated by taking data from simple one-question surveys completed by your customers and separating each customer into categories of promoter, detractor, or passive. The single question with an easy to use scale […]

Set the Stage: Managing a Customer’s Expectations Using Your Online Presence

Picture this: you’re taking that special someone to a restaurant you’ve never been to before, though two of your coworkers have given you their confident recommendations. You search the restaurant online and find a handful of great ratings but without comments. You tap the website button on their Google listing to take a look at […]

Businesses With Impressive NPS

It’s time to explore a topic WebPunch loves, the all-important Net Promoter Score (NPS). As a savvy business owner, you are likely aware of the methods and standards that help gauge your customer experiences and improve your business along the way. You may even use WebPunch’s tools regularly to ensure that your client’s experience reflects […]

A Tale of Two TikToks: How Ocean Spray and Sherwin-Williams Reacted to Going Viral

During the holiday season, it’s hard not to think about “A Christmas Carol,” Charles Dickens’ famous story about the curmudgeonly Ebenezer Scrooge, but high school honors English students are probably also familiar with his novel “A Tale of Two Cities.” In the social media sphere, the platform TikTok took 2020 by storm and saw users […]

Customer Feedback Overview (NPS, CSAT, & CES)

When your business receives feedback, both good and bad, we have to agree with Mr. Gates that there are lessons to be learned. But how can this data be gathered, and what is the strategy behind it? There are several popular ways to measure customer’s experiences with your business. Gathering feedback is vitally important to […]

VIDEO: How to Win with Customer Experience

What is up, WebPunch nation? This is your professor, Matt Jones, coming at you from Denver, Colorado, here to drop some knowledge about what’s going on in the world of reputation management and how you can make things better for your business. First and foremost, what is up with my fabulous mustache? Let me show you […]

Sexual Lubricants and Amazon’s Customer Experience

Picture this: Jeff Bezos, founder and CEO of Amazon.com “glides” into a vigorous pace around the circumference of an executive boardroom table on the top floor of the Seattle-based Amazon Headquarters. It’s a little gloomy outside but on the top floor it doesn’t matter because the view, displayed in clear glass completely encompassing the room, […]

What do Netflix, FedEx, and Chick-fil-a have in common? Customer Experience

Customer experience has one meaning: It’s the interaction between a brand and a customer. And for the most part, businesses large and small want a similar outcome from their customer service experience. They want to put a smile on their customers’ faces, send them home happy, make sure they come back again, and get them […]

The Meaning of Customer Experience

Years ago, when I was working in the food-service industry, a customer came up to my counter to order something. It was clear that the customer was not having a good day, so I pried a little. While I didn’t get any details, I gathered that I was correct in thinking that the customer was […]

NPS®: Measuring Customer Loyalty

  This is definitely not the tune you want your customers to be singing after an experience with your company. Back in 1962, when the Rolling Stones were just beginning their journey toward becoming one of the most successful rock bands of all time, business owners didn’t yet truly understand the importance of customer satisfaction.