The internet and social media have made customers more networked and connected than ever, and their influence is continuously increasing. When considering a purchase or vetting a new vendor choice, most consumers turn to that brands customers, particularly friends or family, to hear about the experience. If their best friend had a brand experience above and beyond the rest, that prospective customer will likely sign up themselves. Brands are now even calculating Net Promoter Scores (NPS) to gauge their customers loyalty and willingness to recommend their products and services, and using it as a KPI of their marketing and customer experience management programs.
Voting 0
