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Why Net Promoter Score Is the Best Metric for Long-term Growth | Marketing Insider Group

Why Net Promoter Score Is the Best Metric for Long-term Growth | Marketing Insider Group | The MarTech Digest | Scoop.it
To determine the NPS, customers are asked the golden question listed above about the likeliness of recommending a particular brand to others. They are asked to rate their level of motivation on a scale of 0 to 10.

When Fred Reichheld looked at 400 companies across 18 different industries, he found the median NPS was 16. This is a strikingly low number. You certainly want to shoot for the sky with your NPS. To look at a general benchmark:

Anything below 0 indicates a problem with the customer experience
Above 50 is considered excellent
70 and up and your brand is capable of delivering a world-class customer experience.
CYDigital's insight:

And NPS is probably the best means by which to measure customer experience.

 

Click/tap to view the original article.

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Customer Journey and NPS (and what the big boys did not tell you) - Aureus Analytics

Customer Journey and NPS (and what the big boys did not tell you) - Aureus Analytics | The MarTech Digest | Scoop.it
1. Optimize CX: 
NPS tracked across the customer journey highlights the areas which are not valued by customers (which otherwise you thought was valuable). Hence, understanding the drivers of NPS, from customer perspective, helps in prioritizing the CX and hence optimize cost.
2. Overall Health Check:
NPS mapped across the customer journey helps organizations get a bird’s eye view of their entire operation.This helps to compare performance of processes and understand which process could be the weakest link.
3. Touchpoint specific feedback:
NPS mapped across the journey will highlight challenges specific to each step of the customer lifecycle. With techniques such as advanced text analytics, it is possible to get to the root of specific problems at each stage quickly.
4. Quicker Close Looping:
If there is a problem with a specific process, NPS mapped across the customer journey helps to close loop it faster without delay or impacting other processes. 
5. Bridge gaps between different department:
NPS across the customer journey helps to bridge any gap between these departments and strengthen synergies.
CYDigital's insight:

Graphic from TDT Analytics (https://tdtanalytics.com/consulting-services/net-promoter-score/). This same link gives you a nice overview of Net Promoter Score. Read that first, then come back to this article from Aureus.

 

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