How to Increase Your NPS (Even in a Time of Change)

How to Increase Your NPS (Even in a Time of Change)

The NPS ‘popularity index’ reflects the willingness of customers to recommend and advocate a company’s products or services on a scale from -100 to +100. But there are times when the NPS gives companies a critical insight, notably when implementing a major change. As a major force in the competitive real estate market, Rockend Technology needed to switch long-term customers used to its desktop software to its newer, cloud-based service while maintaining their brand loyalty. Scott Downing joined Rockend 18 ...

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How to Translate Data Beyond Insights, Into Action

How to Translate Data Beyond Insights, Into Action

Data collection is no longer an issue thanks to modern advances in the tech stack. However, making use of this data and translating it into action is a big challenge that a lot of organisations are still grappling with. While massive effort is spent in trying to translate this huge amount of data into insight, there is often little capacity left to further convert these insights into tangible operational action. Kshira Saagar, Head of Data Sciences and Analytics at THE ...

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What is the Net Easy Score?

What is the Net Easy Score?

The Net Easy Score is a measure of customer loyalty combined with effort. It focuses on the ease of doing business with a brand, using a simple question: Overall, how easy was it to get the help you wanted today? How is it calculated?  The above question is typically asked on a 7-point scale, 1 being extremely easy and 7 being  extremely difficult. From there, subtract the percentage of easy scores (answers ranging from 1-2) from the percentage of difficult ...

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Introducing Empathy: The New Benchmark for Customer Experience

Introducing Empathy: The New Benchmark for Customer Experience

There is a quote by F. Scott Fitzgerald that often comes to mind when I talk to clients about transforming their customer experiences, “The test of a first-rate intelligence is the ability to hold two opposed ideas in mind at the same time and still retain the ability to function.” This is because a first-rate customer experience requires two key elements which may initially appear counter-intuitive; on the one hand highly sophisticated technological automation and on the other highly individual ...

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3 Key Questions to Answer Before Creating a Customer Experience Management Program

3 Key Questions to Answer Before Creating a Customer Experience Management Program

The corporate world is very excited about the promise of improving customer experience, with an eye toward creating better financial outcomes. A Gartner Study found that in 2016, 89% of companies planned to differentiate themselves primarily based on their customer experience. A noble aspiration certainly, though striking when you consider that many companies have very limited customer experience management programs in place. As such, it is unclear how these companies would determine how their customer experience measures up. Let’s say you ...

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