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Article
How to Measure the Voice of the Customer (VOC)?
Learn how to harness the Voice of the Customer (VOC) with metrics like NPS, CES, and CSAT. This series delves into these key performance indicators. NPS, or Net Promoter Score, measures customer loyalty by asking about recommendations. However, it's not just about the score but understanding why customers rate as they do. Real-time feedback collected through follow-up questions is invaluable. Discover how to make your organization truly customer-centric by interpreting the Voice of the Customer through NPS and continuous improvement.
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Article
Why is the Voice of the Customer for your organization more important than ever?
In today's business landscape, the Voice of the Customer (VOC) has taken center stage. It's no longer just about price, product, and quality; understanding your customers' needs is crucial. This article delves into why VOC matters more than ever. Customer experiences are widely shared, making it essential for organizations to participate. VOC isn't just about scores; it's about uncovering the 'why' behind satisfaction or dissatisfaction. To be truly customer-centric, you must embrace VOC and leverage customer feedback for continuous improvement.
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Article
Why NPS benchmarking wastes time and money
NPS benchmarking, comparing your Net Promoter Score (NPS) with competitors, sounds tempting but often wastes time and money. NPS varies with the history of measurement, touchpoints, and cultural factors. Yearly reports don't capture seasonal fluctuations. Comparing NPS between countries can be misleading. Instead, view NPS as a system to identify areas for improvement. Focus on its trend, not just the score, to enhance customer satisfaction. Understand why your customers are satisfied or dissatisfied, and act accordingly.
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Article
How to associate NPS with bonuses?
Incorporating Net Promoter Score (NPS) into your organisation's bonus structure can be a powerful way to drive customer-centricity. However, the approach you choose, whether organisational or individual, matters significantly. While organisational goals encourage collective efforts, individual objectives might lead to debates about uncontrollable factors. This article explores the nuances of linking NPS with bonuses and highlights the importance of aligning bonus schemes with your organisation's unique culture and goals.
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Article
Every customer could be a promoter
In the world of customer loyalty, every customer has the potential to be a promoter. Net Promoter Score (NPS) is a powerful tool for gauging customer loyalty, but its effectiveness depends on understanding its nuances. Loyal customers, known as Promoters, are invaluable due to their enthusiasm and advocacy. Social media amplifies their influence. To harness this power, delve into the customer journey and consider factors like multi-channel service, operational metrics, IT systems, and breaking down organizational silos. Ultimately, every customer can become a promoter with the right approach.
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Article
Loyal or satisfied: what is the difference?
In the realm of customer experience, 'loyalty' and 'satisfaction' are often used interchangeably, but they hold distinct meanings. Customer satisfaction reflects past experiences, while loyalty focuses on the future. Loyal customers intend to stick with your brand and often buy more. Net Promoter Score (NPS) is a crucial tool for measuring loyalty. While satisfied customers can be loyal, loyalty doesn't guarantee satisfaction. Understanding these distinctions helps businesses foster strong customer relationships and achieve lasting success.
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Article
NPS doesn’t work for complaints, how to resolve this?
To make your company customer-centric, decide to give customers a central role. This involves not only listening to feedback but also implementing necessary improvements. Many organizations use Net Promoter Score (NPS) to gauge customer experience. However, NPS isn't always suitable for measuring interactions involving complaints or issues. Customer Effort Score (CES) is a better fit for such cases, focusing on the ease of problem resolution. Use the right KPI for the right process, such as NPS for general experience and CES for complaints.
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Article
The ultimate guide to employee NPS (eNPS)
Learn about Employee Net Promoter Score (eNPS), a key metric for measuring employee loyalty. Similar to the traditional Net Promoter Score, eNPS gauges how likely employees are to recommend their organization as a place to work. This guide explores how to calculate eNPS, what constitutes a good score, and the importance of continuous measurement. Discover how eNPS surveys work and how to use Root Cause Analysis to uncover employee needs. Ultimately, improving eNPS involves focusing on intrinsic motivation and sharing insights within the organization.
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Article
How to create an effective online survey
Learn to craft effective online surveys for valuable insights. Understand the various survey types, from customer feedback to employee engagement. Discover tips for creating engaging surveys, such as using proven methods, keeping surveys concise, and asking 'why.' Find the right online survey tool with predefined questionnaires and analytics capabilities. Explore CYS software for creating responsive surveys tailored to your needs.
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