Tag: customer satisfaction

Rackspace’s Key Strategies for Achieving the Highest Customer Satisfaction in the Hosting Industry

Rackspace customer satisfaction, Fanatical Support

Rackspace is a respected managed hosting company that strongly focuses on the commitment to their customer experience strategy, also called Fanatical Support®. This reputation helped them grow into one of the largest infrastructure providers with a revenue run rate of more than $1 billion and an incredible Net Promoter Score® of 58.

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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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[Infographic] 7 Customer Service Hacks to Improve Your Customer Satisfaction

Customers can have different needs and wants but one thing remains the same – they want excellent customer service.

Data from Oracle’s 2011 Customer Experience Impact Report shows that 89% of customers start to do business with a competitor following a poor customer experience. In today’s highly competitive world customers have a variety of products and services they can choose from. One small mistake can cost you a customer.

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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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5 Ways to Turn Detractors into Promoters

Most unhappy customers decide to never use the service they didn’t like, or even worse, share their disappointment with their friends. Even though negative feedback might seem like a terrible thing, customers that express their dissatisfaction are creating an opportunity for you to improve their experience.

Talking to dissatisfied customers shows that you care about them and helps you prevent unwanted circumstances from happening.

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