InstantForum.NET v4.1.4Virtual Hold Users Forumhttp://www.virtualholdforum.com/afrazer@virtualhold.comTue, 07 Sep 2010 09:14:10 GMT20http://www.virtualholdforum.com/Topic88-23-1.aspxThis past week, I attended the 4th Customer Feedback Summit, an IQPC conference. I was hoping to learn a few things about gathering feedback from our customers and then using it in order to improve their satisfaction. Our company is growing quite fast these days, and it’s important that we not forget what got us here…our customers, their ideas and their belief in Virtual Hold Technology. I’ve gotten the sense that a lot of feedback has been falling through the cracks and this has been worrying me. That’s why attending the conference was important; I wanted to see how others ensured their customers remained loyal ones.</P><P>For the first time, I learned about NPS or Net Promoter Score and how companies use it in order to measure customer loyalty. If you are not familiar with NPS, then I will try to explain it simply. NPS turns away from the traditional measurement of customer satisfaction level. After all, satisfied customers are not necessarily helping you grow your business. Maybe they’re just satisfied that you haven’t screwed anything up in a while. Alternatively, the goal of NPS is to measure your customers’ willingness to recommend, which is quite different. You not only want customers to stay with you, but you want them to be delighted by your products and services to the point where they will tell others all about it. This is important for any business whose goal is organic growth. It’s even more critical to a smaller company, like Virtual Hold, that depends heavily on word-of-mouth advertising. Customers who recommend to others are called “promoters” and those who don’t are either “passives” or “detractors”. Your Net Promoter Score represents promoters, minus detractors. The second question on the survey is quite simple, “why?” From this data, you create processes that capture why people like you or don’t like you. The next step is to act upon this. Continue to do what people like, but most importantly, create a closed loop process that follows up with customers who are detractors before it is too late.</P><P>I am very interested in NPS for a few reasons. First, it’s an approach to customer feedback management (CFM) that can help Virtual Hold Technology ensure that as we grow we keep our eye on the ball and stay responsive to our customers. Second, I am wondering if there is anybody out there using NPS currently and I’m curious how it’s working for them. What lessons have you learned along the way? How is your contact center tied-in with your organization’s feedback management system? Who is responsible for measuring and taking actions in your company? Does ownership fall on the contact center? the marketing department? the CEO? everyone!? Your feedback is greatly appreciated :)<BR>Tue, 04 Mar 2008 11:53:41 GMTecamulli