In Pursuit of Delight: Improving Net Promoter Scores through the Customer Experience

Customer loyalty drives business growth by referrals and continual purchases - but what drives customer loyalty, especially in today's market? Research has shown that customers who have been so delighted with the results of a product or service will be most likely to tell others about their experience. Yet experience is subject to emotion and expectation. In this book, you will learn the strongest contributing factors for delighting customers based on a study of over 900 Net Promoter Surveys and the behaviors that led to the highest scores.