Customer Journey Critique - A cut above the rest

Posted by Steve Whittington on May 10, 2017 10:58:51 PM

In an effort to further study the Customer Journey, I have taken observations beyond the myopic environment of the brands I serve to the broader marketplace.  I am proposing a monthly review of a business where I will describe how the customer journey was for me and critique the four stages of the customer journey. If you need a reminder of  the four stages of the customer journey, it is outlined in this blog.

This week I am starting with a B2C service brand. To kick start the critique, this is my Net Promoter Score for the brand in question:

On a scale of 1- 10; 1 being the least likely and 10 being the most likely, how likely are you to recommend this brand to friends, family and colleagues?

9

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Topics: customer experience, customer journey critique, Customer Series, net promoter score, Customer Journey, Net Promoter System, Blogs

The Net Promoter System and why you need it

Posted by Steve Whittington on Aug 26, 2016 7:16:12 AM

happy-customerImagine a world in which your customers are so excited after shopping at your organization that they rush out to tell their friends and family.  If this happened with every one of your customers you wouldn’t need to spend a dollar on advertising because all your advertising would be done for you. (Well, this is a little bit of an exaggeration but you get the point).

Sales would sky rocket; earnings would double; staff, stakeholders and obviously customers would all be happier. This is not a fantasy world, this can be achieved by managing a rating by customers from one simple question “ How likely are you to recommend?”   It is called the Net Promoter Score.

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Topics: customer loyalty, Customer Series, Customer Service, Customer Journey, Net Promoter System, the ultimate question

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