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.