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Advocacy Index
The Advocacy Index is a customer survey technique developed by VIRTUATel Ltd that is conducted over the telephone. The technique measures customer loyalty using a 3-point scale and is based on the Net Promoter Score (NPS) methodology developed by Fred Reichheld. Overview The 3 point survey scale was developed as the traditional NPS survey scale of 0 to 10 was not always appropriate to be used during a telephone survey, as it is more difficult to understand aurally. In addition, telephones do not have a 10 on the keypad, so IVR systems would need to wait for a possible second digit, if the number 1 is pressed, causing delays in telephone based customer surveys. As they had experience in the area of automated customer surveys, VIRTUATel incorporated the Net Promoter survey technique for driving up-sell, cross-sell and customer retention rates but simplified the 0 to 10 score to use a simple 3 option scale to determine if the survey recipient was an Advocate, Neutral or a Non-Advoca ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Net Promoter Score
Net promoter score (NPS) is a market research metric that is based on a single survey question asking respondents to rate the likelihood that they would recommend a company, product, or a service to a friend or colleague. The NPS was developed by Fred Reichheld and has been widely adopted by large companies, initially being popularized in Reichheld's 2003 ''Harvard Business Review'' article. Methodology The NPS assumes a subdivision of respondents into "promoters" who provide ratings of 9 or 10, "passives" who provide ratings of 7 or 8, and "detractors" who provide ratings of 6 or lower. Calculating the net promoter score involves subtracting the percentage of detractors from the percentage of promoters collected by the survey item. The result of the calculation is typically expressed as an integer rather than a percentage. The core ''How likely would you be to recommend...'' question is almost always accompanied by an open-ended "Why?" and sometimes by so-called "driver" quest ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Fred Reichheld
Frederick F. Reichheld (born 1952 in Cleveland, Ohio) is an American ''New York Times'' best-selling author, speaker and business strategist. He is best known for his research and writing on the loyalty business model and loyalty marketing. He is the creator of the Net Promoter System of management (NPS). Early life and education Reichheld graduated with a B.A. from Harvard College (1974) and an MBA from Harvard Business School (1978). Career Reichheld is a Fellow of the management consultancy Bain & Company, where he has worked since 1977. In 2003, ''Consulting Magazine'' named him one of the world's top 25 consultants. According to The New York Times, he "put loyalty economics on the map." The Economist magazine called him "the high priest of the loyalty cult" in 2001. Writing His books include '' The Loyalty Effect'' (1996), ''Loyalty Rules!'' (2001), and ''The Ultimate Question: Driving Good Profits and True Growth'' (2006). He has authored articles for business p ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Customer Retention
Customer retention refers to the ability of a company or product to retain its customers over some specified period. High customer retention means customers of the product or business tend to return to, continue to buy or in some other way not defect to another product or business, or to non-use entirely. Selling organizations generally attempt to reduce customer defections. Customer retention starts with the first contact an organization has with a customer and continues throughout the entire lifetime of a relationship and successful retention efforts take this entire lifecycle into account. A company's ability to attract and retain new customers is related not only to its product or services, but also to the way it services its existing customers, the value the customers actually perceive as a result of utilizing the solutions, and the reputation it creates within and across the marketplace. Successful customer retention involves more than giving the customer what they expect. ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
HSBC
HSBC Holdings plc ( zh, t_hk=滙豐; initialism from its founding member The Hongkong and Shanghai Banking Corporation) is a British universal bank and financial services group headquartered in London, England, with historical and business links to East Asia and a multinational corporation, multinational footprint. It is the List of banks in Europe, largest Europe-based bank by total assets, ahead of BNP Paribas, with US$3.098 trillion as of September 2024. This also puts it as the List of largest banks, 7th largest bank in the world by total assets behind Bank of America, and the 3rd largest State ownership, non-state owned bank in the world. In 2021, HSBC had $10.8 trillion in assets under custodian bank, custody (AUC) and $4.9 trillion in assets under administration (AUA). HSBC traces its origin to a Hong (business), ''hong'' trading house in British Hong Kong. The bank was established in 1865 in Hong Kong and opened branches in Shanghai in the same year. It was ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Asda
Asda Stores Limited (), trading as Asda and often styled as ASDA, is a British supermarket and petrol station chain. Its headquarters is in Leeds, England. The company was incorporated as Associated Dairies and Farm Stores in 1949. It expanded into Southern England during the 1970s and 1980s, and acquired Allied Carpets, 61 large Gateway Supermarkets and other businesses, such as MFI (retailer), MFI. It sold these acquisitions during the 1990s to concentrate on the supermarkets. It was listed on the London Stock Exchange until 1999 when it was acquired by Walmart for £6.7 billion. Asda was the second-largest supermarket chain in the United Kingdom between 2003 and 2014 by market share, at which point it fell into third place. As of January 2025 its market share in the UK is 12.6 per cent. Besides its core supermarkets, the company also acts as a White-label product, white label payment card provider offering assistance for insurance and payment services under the Asda Mon ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Honda
commonly known as just Honda, is a Japanese multinational corporation, multinational Conglomerate (company), conglomerate automotive manufacturer headquartered in Minato, Tokyo, Japan. Founded in October 1946 by Soichiro Honda, Honda has been the world's largest motorcycle manufacturer since 1959, reaching a production of 500 million . It is also the world's largest manufacturer of internal combustion engines measured by number of units, producing more than 14 million internal combustion engines each year. Honda became the second-largest Japanese automobile manufacturer in 2001. In 2015, Honda was the eighth largest automobile manufacturer in the world. The company has also built and sold the most produced motor vehicle in history, the Honda Super Cub. Honda was the first Japanese automobile manufacturer to release a dedicated luxury brand, Acura, on 27 March 1986. Aside from their core automobile and motorcycle businesses, Honda also manufactures garden equipment, marine eng ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Telefónica Europe
O2 (typeset as O2) is a global brand name owned by the Spanish telecommunications company Telefónica. The company uses the O2 brand for its subsidiaries in the United Kingdom and Germany. Since 2018, it is also used as an online-only flanker brand in Spain. Formerly, all European branches of Telefónica were managed by Telefónica Europe plc, a broadband and telecommunications company. The company originated as a collection of worldwide telecommunications companies, known in the later half of the 1990s as BT Wireless, and a global mobile data business known then as Genie Internet, both subsidiaries of British Telecommunications (British Telecom or BT). As part of a reorganisation of Telefónica in 2014, Telefónica Europe's holdings and operations became direct subsidiaries of its parent: Telefónica S.A. Telefónica Europe provided mobile telephony operations in the United Kingdom and Germany, and licensed its brand to former operations in the Republic of Ireland, the Czec ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
