Livework: Come misurare la Customer Experience con l’NPS

AICEX: Ci vengono in mente almeno 6 Framework per misurare la Customer Experience e sono tutti “proprietari”, con il limite di avere una diffusione limitata. Anche l’NPS è una metodologia “proprietaria” ma ha ampia diffusione e molte aziende lo utilizzano già. Ecco perché è importante capire come possiamo utilizzarlo al meglio conoscendone limiti e vantaggi.

  • NPS does not capture the overall customer experience.
  • Businesses must decide the objectives and application of NPS alongside other metrics.
  • When NPS is used alongside other metrics, quick fixes in customer experience are revealed.

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Riesci a far (s)voltare i tuoi Clienti?

frown upside down









NOTA AICEX: ascoltare ed interagire con i clienti è dar loro quello che si attendono.

The Smarter Café guy is taking yet another vacation day today, this time for the wedding of his daughter, Jessica. When he arrived at the seaside hotel last night, the 3 bedroom suite wasn’t cleaned! He sulked through dinner with (Play)Joyce, but returned to a clean suite, an apology letter, and a one night credit! Once he gets some coffee this morning his frown upside down will be complete. Until then, here’s a very timely guest post from Melissa Spinella, Services Marketing Manager at Kronos.

I work very closely with our Customer Experience team who tirelessly measure customer satisfaction and ensure that those who don’t have a positive experience are contacted directly to discuss and hopefully resolve the issue. So when an article titled, “Customer Service via Facebook: Benchmarks and Trends” popped up in my MarketingProfs daily email, I was intrigued.  The article focuses on a recent report from Socialbakers where they analyzed how 54,000 brands from around the world handle customer interaction on Facebook. The actual results were eye-opening to me. In this day and age, 87% of these major brands with over 500,000 fans think it’s ok to not even allow their customers to interact with them on FB?! And those that do allow interaction, more than 1/3 of the 1.5M questions posed by customers were left unanswered – and that’s just in Q2 FY14!

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