Feedback Loop ~‚«‚¹‚ƒ‍ƒ¼‚µƒ¼ƒ“‚¹‚’™¹¦®¼¥­«~

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Photo by flickrCustomer ServiceForall

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3NPS

Net Promoter Score()NPSKPI

NPS

NPSGENPSCEONPSBain&CompanyFred ReichheldSatmetrix Systemsall rights reserved by wizpra Inc.4NPS

PromoterPassiveDetractor10

200

NPS = 8040%7035%5025%NPS = 40 25 = 1510all rights reserved by wizpra Inc.NPSBain&CompanyFred ReichheldSatmetrix Systems

Customer Service2

all rights reserved by wizpra Inc.5outobound5- TV- 140~50/all rights reserved by wizpra Inc.66

Customer Service2

Feedback Loopall rights reserved by wizpra Inc.7outobound7

Feedback Loop

CASE

all rights reserved by wizpra Inc.9

CASE

all rights reserved by wizpra Inc.10

COUPON

11

yes

CASE1all rights reserved by wizpra Inc.12

12

yes

CASE1

all rights reserved by wizpra Inc.13

13all rights reserved by wizpra Inc.14NPSNPSNPS

14

all rights reserved by wizpra Inc.15

HAPPY!

wizprawizpraNPSCEMCustomer Experience Management:wizpraSMBCNTT28,570

1990UXESP()SIerSE(Java/Ruby)20152wizpra1989No.1WonderBee20152wizpraall rights reserved by wizpra Inc.18