Comments for Customer Experience Matters

Comment on Report: The State of Customer Experience Management, 2013 by Olga Budieri

Olga Budieri — Wed, 15 May 2013 06:24:27 +0000

Thank you Bruce, looking forward to reading this report. Regards

Comment on Advantage Rent A Car and USAA Lead in 2013 Temkin Forgiveness Ratings by Guillaume PETER

Guillaume PETER — Mon, 13 May 2013 15:02:52 +0000

We are all, every working days and week ends, customers and employees in companies. We know how hard it can be to deliver an excellent service 24/7 to every customer. So if we notice the endeavours of a company to correct his mistakes, we are ready to forgive ? Is that the goog reading of this new metric which I like very much and seems to be very pragmatic and more accurate than the the famous NPS !
Thank you Bruce !

Comment on 9 Recommendations For Net Promoter Score (NPS) by Rob Markey

Rob Markey — Sat, 11 May 2013 13:37:41 +0000

Bruce:

Even a couple of years later, this is still a great list.

For more up-to-date info and a perspective on how the Net Promoter SYSTEM is really more important than just the Net Promoter SCORE, I’d encourage your readers to check out the resources Fred Reichheld and I have created to support The Ultimate Question 2.0 at http://netpromotersystem.com.

While we are really gratified that so much value has created by the Net Promoter Score’s radical simplicity, we’re also concerned that many companies fail to understand the importance of incorporating the customer feedback into a more comprehensive feedback, learning and action system. The most important reason for simplifying customer feedback to its essence in the form of the Net Promoter Score was to inspire action and to enable feedback to become an operational element in the business, not merely market research.

Keep up the good work, Bruce!

Comment on Advantage Rent A Car and USAA Lead in 2013 Temkin Forgiveness Ratings by Jeff Toister

Jeff Toister — Tue, 07 May 2013 16:16:51 +0000

This is a fascinating concept. If I’m reading the methodology correctly, you are asking customers to imagine they had a bad experience and then imagine what they’d do. It would be interesting to see if the data would change if they were basing their likelihood to forgive off of an actual bad experience.

Comment on Report: Net Promoter Score Benchmark Study, 2012 by Thomas Wagg

Thomas Wagg — Thu, 02 May 2013 17:57:45 +0000

Perfect thanks. Looking forward to V5

Comment on Report: Net Promoter Score Benchmark Study, 2012 by Bruce Temkin

Bruce Temkin — Thu, 02 May 2013 17:54:43 +0000

I believe that you are referring to Figure 13. Those numbers represent the percentage of each group (Promoters and Detractors) who are likely to make future purchases. In the first case, 88% of airline promoters are likely to make future purchases while only 55% of airline detractors are equally likely. There’s no reason for those two percentages to add up to 100% (or any other number).

Comment on Report: Net Promoter Score Benchmark Study, 2012 by Thomas Wagg

Thomas Wagg — Thu, 02 May 2013 17:48:07 +0000

Bruce, thanks very much. One other question please… I noticed that on the slide”promoters plan to make more future purchases”, the sum of the detractors and Promoters exceed 100%. I understand from Satmatrix that Promoters + Detractors and Passives percentages should never exceed 100%. Can you help me understand what I am misunderstanding in this report . Thanks in advance.

Comment on Report: Net Promoter Score Benchmark Study, 2012 by Bruce Temkin

Bruce Temkin — Thu, 02 May 2013 17:39:08 +0000

Thomas: Nice catch. There’s a typo in that paragraph where we swapped “highest” and “lowest” between Asians and African-Americans. It’s been updated in the v5 of the report. I’ll resend your link so that you can download the report again. Thanks for brining that to my attention.

Comment on Report: Net Promoter Score Benchmark Study, 2012 by Thomas Wagg

Thomas Wagg — Thu, 02 May 2013 15:47:57 +0000

I found what I believe is a mistakle in your 2012 Oct B2c report where at the bottom of page three you indicate that Asians have the highest NPS in 11 industries. That appears incorrect to a table later in your report where it shows Asians have very few top NPS numbers across ind=uctries and in fact have significant lowest scores… typo, or am I misreading? Thanks in advance.

Comment on Bezos Letter Describes Amazon’s Customer-Centric Blueprint by Michael Satterwhite

Michael Satterwhite — Mon, 22 Apr 2013 19:39:44 +0000

Excellent analysis Bruce. Nice to know Amazon, a company I’ve done business with for many years, but have not financially invested in, has the sense to take care of it’s most valuable asset – its customers like me and millions of others.