Understanding emotional bonding to enhance NPS

By now you probably have it figured out – everything related to your brand is important. But what exactly is everything? Not long ago, the focus was on the rational elements of a product or service, but there is a new star metric in town – emotional bonding. Most brands measure performance through key indicators such as awareness, consideration, preference; some may even monitor the usage and attitude towards the…

From customer centricity to customer delight

What does customer experience mean for your organization? Now that we have officially closed GemSeek’s CX Trends survey, find out what professionals like you do to turn customer experience into a competitive advantage. Most surveyed professionals define CX as delivering an experience that meets clients’ expectations. There are as many approaches to achieving this as there are organizations around us, but the biggest barrier our respondents face seems to be…

The importance of internal alignment and the NPS manual – Comparability

Customer satisfaction studies measuring Net Promoter Score (NPS) are a key lever in managing and improving the performance of any business. To extract the most out of your studies, however, they should be applied across the entire organization in a uniform method and repeated over time to track performance. We already discussed sustainability and accountability, and now is time to close the topic with comparability. Comparability-driven methodology Comparability comprises two…

The importance of internal alignment and the NPS manual –Accountability

In our previous article we spoke about sustainability and how you can achieve it with an NPS manual.  Here, we will look at accountability. Customer satisfaction studies measuring Net Promoter Score (NPS) are a key lever in managing and improving the performance of any business. To extract the most out of your studies, however, roles should be clearly distributed. This is where the NPS manual comes in. The NPS manual…

The importance of internal alignment and the NPS manual – Sustainability

Customer satisfaction studies measuring Net Promoter Score (NPS) are a key lever in managing and improving the performance of any business. To extract the most out of your studies, however, they should be applied across the entire organization in a uniform method and repeated over time to track performance. This is where the NPS manual comes in. The NPS manual is a detailed overview of the must-have’s and must-not’s involved…

Building customer centricity around NPS-Learnings from the Leaders

The best way to organize your NPS program is to build it around your specific business context. The principles to follow, however, are common: all companies running successful NPS programs LEAD: Localize, Engage, Act, and Develop in time. LEAD Principles To implement successful NPS programs, companies follow four basic principles in the program design: They Localize the content to make it relevant to the specific country and/or product category while…