A German Family-owned Business Strengthens Ties Through Net Promoter®

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corporate-governanceA successful German wholesaler drives business through Net Promoter implementation. With an already strong product line, the company implemented Net Promoter to improve customer service and strengthen ties with their customers.

W. & L. Jordan GMBH, with over 50 stores across Europe has been around since 1919 and promotes themselves as a customer centric organisation. The organisation sought the services of CustomerGauge in order to implement the Net Promoter to improve business through a customer feedback program which can be effectively measured.

Embedding the Net Promoter program can provide many advantages as Jordan discovered:

  1. Fast, responsive and simple to understand
  2. Scores allows for benchmarking and feedback
  3. Reports and analysis are automatically generated through Net Promoter software solutions company, CustomerGauge.

The Net Promoter provided the company with the necessary information to identify areas of concern and make the vital changes to its business and operations; strengthening their relationships with customers. Jordan was able to develop procedures to effectively manage and respond to any issues that may arise.

After a series of Net Promoter surveys, Jordan identified key issues which were concerning customers and effectively take the appropriate steps and actions to rectify these issues responsively. In doing so, Jordan was able to increase its Net Promoter Score from +29 to +38.

Jordan will be able to use the Net Promoter as a benchmark on performance; comparing against previous performances, performances of other companies and industries. Jordan, through the Net Promoter is able to strive for continual development and improvement.

How has the Net Promoter benefitted your business? Let us know your thoughts below.

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Filed Under: Case Studies and Statistics, Customer Experience Management, Customer Feedback, Net Promoter Score Tagged With: , , ,

How to calculate Return on Customer Investment

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return on customer investment

return on customer investmentCEOs and CFOs like numbers; mostly profitability numbers but  revenue and return on investment also catch their eye. So, if you can’t speak their language and convert your customer focus project into hard numbers that talk to them; your chance of having it approved are slim to none.

After months of patient research, meetings and design sessions you have created a truly useful and, you think, value adding improvement to the business. All you need is some (or a lot) of budget to make it a success. But before the budget gets signed off you need to determine, in business terms, the value that the change will bring to the company. Most often that value is expressed n terms of Return on Investment. [Read more...]

Filed Under: Customer Strategy

A New Way to Create a Customer Centric Culture

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Many organisations would like to become more customer focused but it’s easier said than done. The usual approaches of staff lectures, customer service training courses and CEO speeches are all very well but are forgotten almost before the attendees leave the room.

Until now there have been few other choices. [Read more...]

Filed Under: Customer Strategy, TacticTravel

What is your Return on Customer Investment?

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Old calculator on white background showing text "profit"

CEOs and CFOs take a liking to seeing numbers; especially profitability numbers. So if you can’t speak their language and convert your project or proposal into numbers that talk to them; you can pretty much bet your chances of having it approved are slim to none.

Fortunately, there’s a great approach that allows you to provide the facts you can take to your CEO or CFO; the Return on Customer Investment. It’s a business approach that looks at all of your customer focused investments and puts hard return on investment facts behind them. [Read more...]

Filed Under: Customer Retention, Net Promoter Score Tagged With: , , ,

How To Match Bank Customer Retention Strategies to the Customer Lifecycle

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return-on-retention-estimator

There are many different bank customer retention strategies but to maximize their effectiveness you need to match them with their position in the customer life-cycle.

The life cycle is shown below, along with the value that different types of customers contribute to the business at different parts of the cycle.

[Read more...]

Filed Under: Customer Retention, Customer Strategy Tagged With: , , ,

Will Customer Experience Management grow up big and strong like its cousin CRM?

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what-will-happen-to-cem

In the last couple of years, Customer Experience Management (CEM) has started to get more profile but it’s still just a “good idea” emerging into an area of marketing that is currently dominated by CRM. A quick check on Google cites shows approximately 250 times more listings for CRM as it does for CEM.

Yes, CEM is currently a poor cousin to CRM. If it is to grow up and become a powerful business tool, it must directly link itself to business outcomes.

Having actively worked in CEM for the past five years, I believe that there are four areas that are currently holding CEM back from its full potential: [Read more...]

Filed Under: Customer Strategy

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

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Very-special-pear-salad-made

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

The 4 Drivers Of Customer Retention

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customer-retention-drivers

Many companies would like to improve their customer retention but are unsure how to make the changes in their business to improve this important profit lever.

Identify Customer Retention Drivers

The first step in implementing customer retention programs is to identify the customer retention drivers. Without first identifying the retention drivers you run the risk of blindly implementing a range of programs which may or may not impact customer retention.

So let’s go back to basics and identify some of the retention related drivers that are going to support the achievement of greater profits for your company. [Read more...]

Filed Under: Customer Retention, Customer Strategy

Four Keys to Successful Business Competitions

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In today’s marketplace, consumers are bombarded with competitions as companies fight to attract new customers and retain existing customers. Some companies are extremely successful in achieving their marketing objectives through the use of competitions, whilst others fail dismally. So why do some companies fail with competitions and others succeed? It’s all due to planning and implementation.

Here are the four keys to making your competitions as successful as possible: [Read more...]

Filed Under: Customer Strategy

Positive Customer Experience Drives Loyalty, Revenues

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temkin-customer-exp-recommend

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:
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