Understanding emotional bonding to enhance NPS

Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research 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…

From customer centricity to customer delight

Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research 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…

The importance of internal alignment and the NPS manual – Comparability

Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research 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…

The importance of internal alignment and the NPS manual –Accountability

Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research 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…

The importance of internal alignment and the NPS® manual – Sustainability

Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research 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…

Building customer centricity around NPS-Learnings from the Leaders

Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research The best way to organise 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: Localise, Engage, Act, and Develop in time. LEAD Principles To implement successful NPS programs, companies follow four basic principles in the program design: They Localise…