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…

Top 5 challenges of B2B NPS research

Over the past few years NPS has become the preferred KPI in measuring customer loyalty and company’s performance. The system has its followers across the various industries – from retailers, media, and telecoms to technology giants, pharma, and healthcare providers. NPS has been the main vehicle turning these companies to customer-centricity, where the focus shifts onto the voice of the customers and addressing problematic areas. Meanwhile, the analysis of the…

The digital era of Customer Experience research

Embracing the digital era and Customer Experience It is not a secret that the way people communicate, work and live has been transformed in the last couple of decades. Technological advances create more possibilities and provide new opportunities for businesses. Embracing digital technologies is inevitable. Making processes cheaper, faster and easier is at the center of all organizational improvements, so it is only natural that companies nowadays adopt new technologies…