For years businesses have been able to get away with providing customers with fairly mediocre service. A lack of choice meant that shoppers had to pick the least worst of all available options, leaving companies free to provide the lowest acceptable level of service to their customers.Read full article →
Tag: customer satisfaction
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.Read full article →
Tesla currently holds a satisfaction rating of 96, outscoring every other car manufacturer company in Net Promoter Score® ratings.
Tesla has also claimed the top spot in 2016 Consumer Reports’ annual owner satisfaction survey, where 91% of Tesla owners stated that they would buy another Tesla vehicle in the future.Read full article →
“Great leaders don’t tell you what to do. They show you how it’s done.“
Have you ever wondered – How do market leaders like Amazon, Apple and Netflix manage to maintain incredibly high Net Promoter Score® ? How do they generate such an amazing level of brand loyalty and retain far more customers than their competitors?Read full article →
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.Read full article →
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.Read full article →
When it comes to business growth many companies are often more focused on acquiring new customers than retaining them. Even though the data shows that it is far more expensive to acquire a new customer. Moreover, it’s far more likely that an existing customer will buy from you than a new prospect.Read full article →
“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.Read full article →
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.Read full article →
There’s no better feeling than acquiring a new customer for your startup. Your metrics, from gross monthly revenue to net profit, tick upwards, and your product goes from a viable concept into an actual business.Read full article →