B2B VOC | The 7th Annual Net Promoter® Customer Experience Conference
If you plan to attend the Net Promoter® Customer Experience Conference in Miami, Florida, be sure to attend our session on Friday from 1:00-1:45pm ET! VOC Data : The Currency for New and Improved Opportunities Cedric Singelton, Director, Customer Relations, Starlims Starlims, a division of Abbott Laboratories, is one of the […]
Webinar Replay: Asking the Right People the Right Questions
If you missed our special webinar event on Customer Experience Measurement Best Practices that aired live on September 27, you can watch the video now on The Metrics Channel! On this webinar, Dennis Chapman, Sr., Founder and President of The Chapman Group (TCG), shares best practices on gathering actionable survey data that TCG’s own LoyaltyProfessional™ […]
WEBINAR: Asking the Right People the Right Questions to Get Actionable Customer Feedback Data September 27 at 12 Noon EST
WEBINAR: Asking the Right People the Right Questions to Get Actionable Customer Feedback Data September 27 at 12 Noon EST Do your customer surveys give the insight your organization needs to influence and impact important customer relationships? If not, then you are not alone… Most organizations have a similar challenge… they get lots of customer […]
Using Net Promoter Score to Survey Corporate Accounts
The Net Promoter Score (NPS) has historically been a consumer satisfaction benchmark that some organizations have adapted into a metric for measuring customer loyalty. Many in the Net Promoter Score community have discovered that the data they are receiving through using the NPS methodology gives inadequate insight on their customer relationships. While the NPS is a good indicator of a customer’s perception towards your business, it does not always provide the actionable insight needed to plan the direction of your organization’s customer experience strategy.
Dennis Chapman Sr., President and Founder of The Chapman Group (TCG) discusses the shortcomings of the NPS methodology and how TCG’s LoyaltyProfessional business unit fills in the gaps of information that help an organization align customer experience strategies and tactics with the voice of the customer that they are receiving through customer surveys.
In this video entitled, Using (the) Net Promoter Score to Survey Corporate Accounts you will learn where the NPS falls short in uncovering actions that will influence and drive customer experience strategies, and how utilizing additional customer loyalty metrics can take your customer experience management program to whole new level of effectiveness and success.
Watch the entire video here or by segment from the table of contents below:
0:00 | Introduction
01:01 | Corporate Executive Board study on how Loyalty Impacts Revenue
02:25 | The Problem Facing Net Promoter Score Community (NPS Community)
03:00 | NPS Q&A: On a scale of 1-10 how likely are you to recommend Net Promoter Score as an enterprise customer feedback metric?
03:35 | NPS Q&A: Why should suppliers go beyond the Net Promoter Score metric to get customer feedback?
04:10 | NPS Q&A: Does NPS Provide data indicating the probability of a customer defecting?
04:52 | NPS Q&A: Does the Net Promoter Score Indicate a customer’s dependency on the supplier?
05:58 | NPS Q&A: Why do companies still use and rely on the NPS metric for customer feedback?
07:15 | NPS Q&A: How does Net Promoter Score impact the account planning process?
08:50 | NPS Q&A: What other feedback data points are essential to the account planning process?
10:58 | NPS Q&A: Is Net Promoter Score an adequate tool for business-to-business customer experience measurement?
12:08 NPS Q&A | Why should businesses consider moving beyond the Net Promoter Score metric?
13:24 | Net Promoter Score Discussion Summary
Thank you for watching and please comment with your feedback on customer experience measurement in the comments section below.
Executing and Measuring Effective Client-Supplier Conversations
Times have changed– technology has changed the way we communicate and converse with clients and prospects. In an age of ‘no-time’, bulleted documents, and new age media, communicating has to be even more precise and effective. Tune in to Dennis Chapman as he explains how different mediums of communication today impact how to have– and measure, effective productive client-supplier conversations.
Improving your Sales-to-Prospect Ratio
Dennis Chapman, President and Founder of The Chapman Group speaks on ‘Improving your Sales-to-Prospect Ratio’. Learn about seven activities that will help strategic account managers and sales executives convert more prospective buyers into loyal customers. In the end these activities together with trust and respect determine your success. Be able to check off the activities noted in this video and you will see an improved “Sales-to-Prospect” ratio!