The Change Dude’s Blog

Voice of the Customer Excellence

Having the opportunity to join an esteemed group of customer experience professionals last week to discuss and debate methods and tools for bringing the voice of the customer to life for organizations was invigorating.  Despite the weather being artic like, brrrr….the company was exceptional.  Here’s what I walked away with…Bain’s Net Promoter Score is taking over the world!!!  Almost to a person every organization represented uses a version of NPS to measure their engagment with customers.  The good news is that NPS has provided an easy C-Level metric that can be tracked and reviewed with folks that have a lot on their mind.  On the bad news front…NPS scores are not particularly diagnostic.  Oops, our NPS is down, now what?

Well that answer is a little more complex requiring a much more robust set of metrics and research than one question.  All the conferees agreed and each has significant additional research supporting the overall NPS score.  I’m encouraged every day that business in listening to their customers and taking stock of how best to deliver on the brand promise. 

Transformational change needs a stimulus.  The customer’s voice is a powerful tool for inciting change. 

Keep listening!

March 16, 2009 Posted by thechangedude | Thinking About Customers, Uncategorized | Leave a comment