Do you know what your customer is counting? We are in very competitive times where products and services are moving toward commodities. Now more that ever, stomach executives need to be BOLD and really understand their current customer experience. Every employee and every touch point can send you forward or back, and it is too easy to focus on the traditional scorecards. New leadership is emerging now to help executives see the truth about their customer experience and it is hard work. Beginning at the end and creating your “own” customer experience process glues customers to your brand. This is an investment that will differentiate your brand forever. Watch Chip Conley’s TED video about “Measuring What Counts.“
I was recently visiting a Verizon Franchise store in Blue Ash, cheap Ohio. My issue is that my old phone had lost it power and I unfortunatley(again) needed to replace it. I went down the evaluation path of choosing a new phone for my business and wanted to keep it simple and inexpensive. I had the recommendation from the sales associate and based on the $50.00 rebate I made the purchase. We all know that rebates are a hassel and I processed filling the forms and include the much need purchase barcode. Within a few weeks, look I received a form letter that I did not have all the required information needed and so no rebate. This was another reason I do not like this rebate process and felt quite put out for wasting more of my time.
So I decide to stop into the Verizon Store in Blue Ash where I was meet with no long lines and Kevin Powell, order the store manager. He expedited the process and got support on the phone. He saved me time but most of saved me my feeling attached to Verizon everywhere. He solved this small problem fast with ease and had my interest and well being in mind. Who would of thought that visiting a Verizon Store could be about Health and Wellness.
Kevin was a defining factor in the Promter Score that I have for Verizon……..It seems small but it is big.
Do you know your current Net Promotor Score (NPS)? Do you know that leading firms change ordinary customers into promoters that drive profitable growth? While the NPS seems simple enough – most organizations don’t! Most companies are still using ineffective customer satisfaction surveys to provide critical customer feedback. The question is a simple one…..Would you recommend your company to a friend? As a CEO, search NPS allows you to measure customer relationships continuously. Our CED What Counts List and NPS Score provides insight into what is important in creating sustainable growth and generating good profits.