Quite a few organizations, even today, consider customer experience as a tertiary function. They assume that in the order of priority, it comes after customer acquisition. When I probed into the reason behind this, I understood that this belief stemmed from the idea that there is...
Today, almost every business around the world is using NPS Survey to measure and improve its customer experience. The Net Promoter System Blog lists over 200 companies across 10 industries that are using NPS. Certainly, that's only a fraction of the total number of companies conducting...
One of our B2B clients recently asked me whether the frequency of contacting customers impacts NPS. To be honest, I had not thought about this until I was asked. I could intuitively tell that contacting customers frequently and resolving their concerns even before the NPS survey is executed...
One of the most critical components for the success of Net Promoter Score (NPS) is closing the loop on customer feedback. The oft-repeated mantra for customer success is: Closing the loop is not a choice; it is the responsibility and duty of an organization. Closing the loop entails acting...
When you start NPS surveys in your organization, you will soon realize that you would be required to kick off several smaller projects in order to make the best use of the NPS survey responses. This is a blind spot for almost every company that is rolling out...
When one talks about creating amazing customer experiences, financial services is not the first industry that comes to mind. However, there is no denying that a few financial services companies are a class apart when it comes to customer experience. They have set the standards for...
In my journey as a customer experience professional, I have learned that Net Promoter Score® (NPS) is the ultimate measure of customer experience. It is the simplest yet most powerful metric that any company can use and measurably improve its customer experience. The issue is that most people...
Who has not heard of The Charles Schwab Corporation? It really needs no introduction. Listed as one of the largest banks and brokerage firms in the United States, The Charles Schwab Corporation provides a wide variety of services ranging from brokerage and banking to money...
Providing a good customer experience is expected of any organization. We live in an era where exceptional customer experience is considered as a great differentiator for any company. Any company that ignores this fact is bound to experience a down-turn in its revenues sooner or...
You’ve been excited about implementing NPS all this time; you’ve accumulated your resources, you’ve sold the idea to the stakeholders and influenced the members. You’ve seen your NPS ratings climb up. You’ve seen some good reviews.But being a customer-centric organization, have you made a difference in...
Omoto
