5 Ways to Grow a Culture of Customer Loyalty
Some companies just never stop trying to improve. Netezza’s Technical Operations Department had a customer satisfaction score of 99%. The director, John Forrest, wasn’t satisfied and embraced Net Promoter® as a way to improve even further. Net Promoter is both a loyalty metric and a discipline for using customer feedback to fuel profitable growth. It holds companies and employees accountable for customer service and opens the door to customer-centric change and improved performance. John’s goal was a 5% improvement in the Net Promoter score.
To support this initiative, Netezza turned to the Service and Support Professionals Association (SSPA) and Impact Learning Systems for help. Netezza technicians were first trained in The Essentials of Technical Support Communication™ in order to develop a strong base of communication skills. To improve their technical troubleshooting skills, they then completed Diagnostic Troubleshooting™. A CSP-I certification exam granted them industry recognition through the SSPA.
And here’s the great news! Netezza showed a 7.9% improvement in their Net Promoter score, exceeding their goal of 5% improvement. Netezza also received the SSPA STAR Award for “Best Use of Metrics and Business Intelligence.”
Congratulations to John and his entire department!
Tags: communication skills, customer satisfaction, customer service, customer service training, technical support
This sounds great. Did the Net Promoter Score improve *versus your competitors*? Or was it a simple absolute improvement? How big was the sample? Was the sample similar from period to period? Was the methodology the same from period to period? What are the primary sources of difference versus the competition? What drives positive or negative gaps?
It is hard to evaluate improvements like this without the benefit of context. For another example, see a recent blog post at http://drop.io/robmarkey pointing out a similar set of questions related to another company that had improved its NPS — and a suggestion for how to improve your measurement.