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™ […]
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.
SAMA University 2012 | Workshop Overview
‘Managing the Overall Relationship and Business Outcomes’, a discipline that focuses on the role of a Strategic Account Manager as the overall relationship manager, is a workshop within the certification program series of the Strategic Account Management Association (SAMA) being held during SAMA University West in San Francisco, California, September 10-13, 2012 and at the SAMA Academy in Paris, France, September 24-27, 2012.
‘Managing the Overall Relationship and Business Outcomes’, a discipline that focuses on the role of a strategic account manager as the overall relationship manage, including:
Building team vision and identity
Alignment of account and team goals
Managing and Measuring Relationship Metrics
Business and national/regional culture and impact on teams
Working with the network
Managing the key processes and business outcomes
Watch this overview of the workshop and learn more about SAMA, SAMA Events and becoming a SAMA practitioner on our blog and at the association’s website: www.strategicaccounts.org.
Register to Attend Our Next Webinar on Visualizing Your Value Proposition
Update: Download and listen to the pre-recorded webinar here Join us on Tuesday, June 26, 2012, for an executive-led interactive discussion and live demo on the VisualizeROI (VROI) sales solution. Dennis Chapman, President/CEO of The Chapman Group and Mike Genstil, Founder of VisualizeROI.com will lead the discussion on visualizing value and share with you how […]
Economic Value Propositioning – The New Language of Sales
The business world is re-uniting itself to all of those important financial ratios that for many years only the people in the corner offices understood… or even cared about. Tune in as Dennis Chapman discusses the new language of sales– economic value propositioning, and the financial ratios impacting strategic account management that every effective sales leader should know.
The Chapman Group Continues Conference Momentum at The Metrics Channel
Following this year’s SAMA Conference, The Chapman Group announced the launch of a new web-based training series on The Metrics Channel. The training is structured to provide access to executive-level intelligence for managing customer programs in B2B sales and key account management. The series is purposed on continuing the momentum that sales leaders’ gain from workshops […]