Author: Greg

How Amazon maintains an impressive NPS

Amazon NPS

From its humble beginnings as an online bookseller, Amazon has grown to become one of the world’s largest eCommerce businesses. But unlike many massive multi-national organizations, Amazon remains incredibly popular with its customers.

So popular in fact that Amazon accounts for 5% of total US retail turnover (nearly $68 billion in 2013). In terms of NPS, Amazon’s score is 50% higher than main street stalwart Macy’s.

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Why Apple Has One of the World’s Highest NPS

Apple high NPS

In our previous post on the common features of companies with high Net Promoter Score, we noted that Apple had an NPS® of 72 – significantly higher than the mean score for a consumer electronics company.

As with most retention-related statistics, Apple’s high NPS isn’t a coincidence. It’s the result of an incredible focus on delivering a great product and an exceptional experience to customers – something Apple, as the world’s largest tech company, has turned into a streamlined process.

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How Bad Timing Can Ruin Your Customer Satisfaction Survey

Right time for customer satisfaction survey

“Good timing is invisible. Bad timing sticks out a mile.” – Tony Corinda

Getting accurate insights from your customer satisfaction survey is not just about how you ask the questions or which questions you put in your survey – it’s also about understanding when to ask them. Often, the context in which a question is asked and the timing of the survey can have a huge impact on the response rates as well as the feedback score.

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Net Promoter System Imperfections

Over the last decade, Net Promoter Score® has gradually become the new standard for measuring customer loyalty and satisfaction, not just for startups but for businesses around the world.

Popularly labeled as the ‘ultimate question’, NPS® survey has made the long customer satisfaction surveys obsolete (for good!), and introduced a new, simple and convenient way for businesses to measure customer happiness.

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How Airlines Use NPS to Improve Their Customer Satisfaction

“You can’t have a mid-life crisis in the airline industry, because everyday is a crisis.” – Herb Kelleher

Maintaining an airline is a mess. From ensuring flight safety and regulators’ compliance to providing scrumptious meals, from battling global uncertainties to keeping airfares competitive, every operational system has to work like clockwork to ensure on-time performance.

However, in the pursuit of keeping their operational costs lower, airlines often compromise on one element that has become the crucial competitive differentiator – customer experience.

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How Marketing Managers Can Benefit From NPS

As the founder of a SaaS business, I know that Net Promoter Score® is a valuable metric for keeping track of customer satisfaction and loyalty.

From tracking the real, long-term results of a campaign to judging the potential for customers to refer your company to their friends and colleagues, Net Promoter Score is a versatile metric that belongs in any marketing manager or consultant’s arsenal.

Below, we’ve listed five ways marketing managers can use Net Promoter Score to more accurately track the results of their campaigns and monitor long-term customer acquisition performance.

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Net Promoter 101: The Ultimate Guide

While most brands are obsessed with acquisition to boost their growth rate and revenue, it’s important to realize that acquiring customers without retaining them is like fishing with an open net. It may feel like you’re onto something, but the end result is always a net zero.

Customer retention isn’t the goal; brand loyalty is. The issue with brand loyalty and customer satisfaction is that it’s tricky to measure. Unlike revenue or growth, which are quantitative business metrics, brand loyalty is a qualitative metric. Luckily, there is a framework that can help you assess long-term customer satisfaction and predict brand loyalty using one simple question.

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