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| Mapiranje korisničkog putovanja× | Net Promoter Score× | |
|---|---|---|
| Oblast | Marketing | Marketing |
| Porodica | Process / pipeline | Process / pipeline |
| Godina nastanka≠ | 2000s | 2003 |
| Tvorac≠ | Adaptive Path and Service Design community | Frederick F. Reichheld |
| Tip≠ | Experience mapping methodology | Loyalty metric |
| Temeljni izvor≠ | Rosenbaum, M. S., Ostrom, A. L., & Kuntze, R. (2005). Tensions in Service Quality and Service Marketing: An Introduction. Journal of Services Marketing, 19(7), 422-428. link ↗ | Reichheld, F. F. (2003). The One Number You Need to Grow. Harvard Business Review, 81(12), 46-54. link ↗ |
| Drugi nazivi≠ | Journey Mapping, CJM, Experience Mapping | NPS, Net Promoter System |
| Srodne≠ | 5 | 4 |
| Sažetak≠ | Customer Journey Mapping is a service design methodology that visualizes the complete customer experience across all touchpoints and phases of a customer relationship, from awareness through advocacy. Developed through work in design and service management, journey mapping integrates behavioral data, customer emotions, pain points, and moments of truth to reveal opportunities for experience improvement and organizational alignment. | Net Promoter Score (NPS) is a customer loyalty and satisfaction metric developed by Fred Reichheld in 2003, measured through a single question: How likely is it that you would recommend our company/product/service to a friend or colleague? The metric categorizes respondents into promoters, passives, and detractors, providing a straightforward indicator of customer advocacy and business growth potential. |
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