Digital and Innovation Agency Drives Business with Net Promoter®

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Service chart with red markerUK based digital and innovation agency Volume proves there are no right or wrong industries for using the Net Promoter approach. In fact with a score of +60 the organisation is out in front of many of its’ peers:  Amazon’s score is 76 and Apple’s is 71.

Here is a company doing things  differently. Being a small agency with big success in a tough industry wasn’t enough for them. They decided to implement Net Promoter to actively seek out flaws and correct them.

More than most other industries  in the agency industry, a strong trusting relationship between the agency and client is vital for success. Companies  need to ensure their personnel are continually striving to meet the needs of their clients. The more satisfied the clients are, the stronger the relationship that exists, increasing customer loyalty and business revenue.

Knowing this, Volume decided to use Net Promoter, a proven metric to benchmark performance, increase customer loyalty and drive up business revenue.  According to CustomerGauge, Volume is one of the few agencies implementing Net Promoter within their business; gathering data and feedback to improve their business and strengthen relationships.

Using Net Promoter  Volume is increasing value to their business by scrutinising all areas of the business. With the right NPS tools, Volume receive a range of services including real-time feedback to identify which areas to focus on and see areas of the business which need improvements and become more accountable.

While the process of implementing Net Promoter may be tough, the benefits of implementing such a program reap many benefits.

Volume received a Net Promoter Score of +60, which in the creative agency industry is a very high score.  This is a great example of a business which although small and may not initially have seemed to fit in the “ideal Net Promoter candidate” have been  to effectively leverage all benefits from implementing the Net Promoter.

Have you heard of any other Net Promoter success stories? Let us know your thoughts below.

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Filed Under: Case Studies and Statistics, Net Promoter Score

Using Chi-Squared tests on Net Promoter® Data

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In a recent post I discussed using the Margin of Error method to determine if the difference between two Net Promoter Scores® is probably real or just statistical noise. A sharp eye reader has identified that you can also use a Chi -Squared test to perform this test. [Read more...]

Filed Under: Best Practices, Case Studies and Statistics, Net Promoter Score Tagged With: , ,

Case study: How to apologize to your customers when things go badly wrong

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When things went pear-shaped over at MozLand, they did so in a big way. The result was lots of unhappy customers, but their response is a case study in how to apologize for problems that seriously affect your customers.

You can read the full text of their apology over on the SEOMoz site but here are the elements of what they did right.

[Read more...]

Filed Under: Case Studies and Statistics, Customer Experience Management, Customer Strategy

Case study: nib health fund’s Successful Net Promoter Score® Implementation

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Over the last 12 months, Genroe has been privileged to work with nib health funds (one of Australia’s fastest growing health funds) to help them evolve their Net Promoter Score processes. In that time, we helped them implement CustomerGauge, an end to end, integrated, Net Promoter Score data collection, reporting, analysis and action system.

In the past, nib has allowed us to publish insightful information in two blog posts:

Now, the full story behind the successful NPS implementation process has been captured in a new case study: nib health funds: Checking Up On Customer Loyalty.

In this case study, nib offers more insights into the changes they have made using NPS insights: [Read more...]

Filed Under: Case Studies and Statistics, Net Promoter Score Tagged With: , ,

Positive Customer Experience Drives Loyalty, Revenues

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The new Temkin Group research shows what we believe: the customer experience drives customer loyalty. The chart below shows how much a good customer experience can lift your customer loyalty, and how much a bad customer experience can lower it.


Read the whole story: Positive Customer Experience Drives Loyalty, Revenues

Filed Under: Case Studies and Statistics, Customer Experience Management, Customer Strategy Tagged With:

Proof: NPS® is much more sensitive than Customer Satisfaction

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Recent analysis of Net Promoter Score® data from one of our clients indicates that NPS is almost three times more sensitive at predicting customer churn than customer satisfaction. In addition, Detractors are 1.5 times more likely to terminate than Promoters.

nib health funds is one of Australia’s leading and fastest growing health funds.  As an organisation, nib has embraced the Net Promoter Score process.  They have integrated transactional measurement of NPS into the Customer Care Centre and other key customer touch points using the CustomerGauge NPS data collection and reporting system (full disclosure: we sell the CustomerGauge system in Asia). [Read more...]

Filed Under: Case Studies and Statistics, Net Promoter Score Tagged With: , , ,

Net Promoter Score® Success Stories and Case Studies

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Demonstrating the success of the Net Promoter Score methodology to skeptical senior management can sometimes be difficult.  It is especially so if you are trying to prove it before your organisation has implemented any changes.

One way to prove the value of NPS® is to use external success stories and case studies to show what has been done by other organisations.  Unfortunately, finding those case studies can be very difficult.

To try to overcome this issue, I have decided to create a list of case studies and references that are public domain.  This blog post will be updated whenever I have new material. [Read more...]

Filed Under: Case Studies and Statistics, Net Promoter Score Tagged With: , , , ,

New stats: Australian Marketers concerned most about process

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Aprimo is currently touring Australia presenting to marketers far and wide about “The Imperatives of the Marketing Revolution”.

I attended the 29 March 2011 event in Sydney (disclosure Genroe is an Aprimo Field Partner) at which Aprimo CMO Lisa Arthur presented the organisation’s “10 Imperatives of the Marketing Revolution”.  Overall, a good presentation and interesting content.

Also interesting were the results from the impromptu polls that Lisa performed on the assembled marketers.  Using hand held response devices, Lisa asked questions and gathered live data for review by the audience. [Read more...]

Filed Under: Case Studies and Statistics, Customer Feedback Surveys, Marketing Automation Tagged With: , ,

Net Promoter Score® Research: the “for” and “against” list

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Two Opposing viewpoints

Over the past few years, I have come across all sorts of research on Net Promoter Score.  Some of it positive and some of it negative, but never in the same place or easy to access.  Typically, organisations only link to the research that supports their case.

So I thought that it would be a good idea to provide a list of all the Net Promoter Score research in one place.  This list is targeted at what I would call primary research that adds to the body of knowledge of the efficacy of the Net Promoter® approach.   I am not planning to add links to general commentary on NPS®.

[Read more...]

Filed Under: Case Studies and Statistics, Net Promoter Score Tagged With: , , ,

The Buzz Insurance launch an innovative new customer loyalty program

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The Australian general insurance business has become a hot house of competition, with heavy promotion by new overseas online insurers.

Intense competition can be a catalyst for innovation, and we believe that one insurer is innovating in a refreshing and effective way – by collaborating directly with customers. [Read more...]

Filed Under: Case Studies and Statistics, Customer Strategy, Loyalty Management Tagged With: , ,
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