Process Improvement and Voice of the Customer Analytics
By using a robust Voice of the Customer program anchored in Net Promoter Score™ (NPS) we are able to obtain valuable customer feedback through our customer feedback surveys that will assist in analyzing key revenue generating attributes for our clients.
Our Net Promoter Score™ based analytics will include customer segmentation into three distinct categories – Promoters, Passives, Detractors – and the behaviors of each of these categories.
Promoters: Loyal customers who are enthusiastic about your product or brand, continue to purchase from you, and refer others. Promoters fuel your growth.
Passives: Satisfied customers who are less enthusiastic and may decide to purchase elsewhere without much provocation. This segment is not motivated to refer you to others.
Detractors: Unhappy customers who can damage your brand by negative word of mouth. Detractors inhibit your growth.
The Voice of the Customer analysis would include specific process or customer experience breakdowns and recommendations on how to improve. The complete Voice of the Customer analytics package includes specific Detractor mitigation tactics that will assist in increasing your Net Promoter Score™
(more Promoters/less Detractors).
This level of detail will directly contribute to making you a leader within your industry and a company that people desire to do business with.
We are available to assist in driving your Voice of the Customer action plan and monitoring your results. A full time project manager is an investment most companies are hesitant to make, however the staff of Listen, Learn, Live LLC is available as needed, to move your actions into reality and increase your loyalty and growth potential.
Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.