5 traits of an NPS driven customer centric company

Written by: Kushal Dev | Co-founder, Customer Guru

Now is the best time for customers and for businesses. Public opinion and company performance are out in the open. Consumers make informed choices and companies can choose to improve by listening and studying customer opinion. This trend will have a long-term positive impact on the ecosystem. Companies will optimize and improve with customer-centric focus and consumers will get more bang for their buck.

Net Promoter Score is a key parameter to quantify and operationalize customer experience in an organization. It helps ingrain CEx in the company’s culture. So let’s see the five traits of companies who have NPS in their DNA.

• Good Profit differentiated from Bad profit – Profit is not about manipulative practices even at expense of a disgruntled customer Along with ethical business practices companies also ensure that they deliver what they promise. If companies focus on acquiring customers by any means and fail to deliver then its bad CEx. Instead, companies with customer focus align their promises to what their customers expect and what they can deliver. Small incremental changes, measuring their impact and improving is their path to success.
• The annual report accounts customer experience as well – The annual report is a reflection of a company’s performance in the past year. Customer-centric companies use this as an opportunity not just to reflect on how they performed financially but what impact has it had on their customer loyalty. This quantification of Customer experience requires not just tracking the metric but also ensuring the sanity of data collected. This helps communicate both externally and internally their focus on improving customer experience
• KPIs not just sales centric but also customer centric – The sales team’s performance is measured periodically with their sales targets. Measuring just the sales number does not help understand how was this revenue target is achieved. Was it good or bad profit? Hence customer-centric companies also measure their customer loyalty along with finances. It’s however important to implement this with the right process in place. The focus is to measure and improve and not just a tool to track your employees.
• Personal connect s maintained – Organisations no longer have to deal with customers they know personally. Multi-location and multi-channel presence of organizations means that their customers also interact with them across channels and locations. In this dynamic environment, it’s not humanly possible to maintain the personal connection. Customer-centric companies use technology effectively to provide a consistent and personal experience across channels.
• Customer Experience is operationalized – Capturing customer feedback without taking action is of no use. Having given a feedback, nothing irritates a customer more than no acknowledgment and action from the service provider. Customer-focused companies set up the right processes and train its employees to ensure that proper action is actively taken on customer feedback

Please leave in your comments, thoughts, and ideas.

Reach Kushal at kushal@customerguru.in