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…

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…

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…