The First Step to Increasing Customer Loyalty: Adopt a Metric the Whole Company Can Rally Behind

Jan 18, 2016

TMCNet.com | Amy Downs

When I took on the newly created role of Chief Customer Success & Happiness Officer at Lifesize, only one thing was clear: customers needed to be at the forefront of our business.  For me, this was an exciting opportunity to put into action everything I’d ever learned about making customers happy and keeping them that way.

The first task at hand was adopting a metric that would help make the process simple, tangible and rewarding for everyone involved. After considering Lifesize’s business model and product suite, the Net Promoter Score (NPS) quickly emerged as a measure that would offer the surest road to creating as many Lifesize fans as possible.

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