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How to deliver a remarkable customer experience

2015 is being tipped as the 'Year of the Customer' and delivering an exceptional experience is becoming a key differentiator between companies in all sectors as they are forced to keep price matching Investor in Customers (IIC) have been carrying out independent customer experience assessments on behalf of clients since 2006 and we are in the fortunate position of having a good number of companies in our All Results database who deliver a remarkable customer experience.

We approached our top scoring clients, and asked them what they thought were the critical success factors behind their success and over the coming days we will share some of the comments:

"It helps to measure customer satisfaction. Regardless of how you do it, finding an objective measure of customer satisfaction is vital if you want to get everybody on board. We use a 'Happy Customer Index' which is based around the Net Promoter System ® (NPS®), but in reality the ends are far more important than the means. What comes out must be a simple metric; ideally one that works in a uniform way across the business. The company needs to become fluent in this metric, and, ideally how it relates to other KPIs such as conversion/retention rates. Obviously it needs to be highly visible."

Net Promoter®, NPS®, and Net Promoter® Score are trademarks of Satmetrix System, Inc., Bain & Company, and Fred Reichheld.