[CX Tribe] NPS Benchmarking + Forrester 2020 Wave RTIM Report

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“Wonder what your customer really wants? Ask. Don’t tell.” — Lisa Stone, co-founder and CEO of BlogHer

Okay, so I have nothing to add to that!

[NPS Benchmarking / Editorial]

Spinnaker Support announced an NPS of 79 in 2020. This only reinforces why you should ignore any and all NPS data published in press releases. 

I’m sure, using their process, they measured an NPS of 79 in their business. The problem is the “using their process” part of that sentence.

Business attributes such as revenue, margin, assets, liabilities, are clearly and carefully defined in accounting standards such as GAAP. So you can be reasonably confident when you compare them between businesses.

However, no such definitions exist for NPS and it’s very easy to increase, or decrease, the number produced by your NPS process. 

Simply changing from email to telephone surveys can lift the score by 40 points. Or you could encourage score begging to lift scores.

While obtaining good quality, comparable, NPS benchmarks is possible, it’s much more difficult and expensive than most people realise.

In the absence of that data you should ignore pretty much all public NPS benchmark data and instead use your own internal NPS results as your benchmark. 

Did you score go up from last quarter – excellent – you’re on the right track.

[Training]
Virtual Journey Mapping Bootcamp (Starts May 4)

Virtual bootcamp on Customer Journey Mapping by Kerry Bodine.

This 4 x ½ day, US timezone, course is a mix of lectures, hands-on exercises, group discussions, and individual reflection.

The bootcamp promises exercises focused on your most important customer journeys. Your biggest journey mapping questions answered. A workbook with example maps and exercises. All presentation materials. Plus discussions and networking opportunities with other participants.

[Forrester Wave Report]
Forrester 2020 Wave™ Report for Real Time Interaction Management (Download)

This updated report, provided by Thunderhead, covers the key players and Forrester’s Wave for the industry.

Forrester defines RTIM as: “Enterprise marketing technology that delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer life cycle via preferred customer touchpoints.”

[Change Management]
The 5 rules for affecting real culture change

While there is nothing particularly new in this post by Colin Shaw, the idea of a “burning platform” was introduced 30 years ago, it provides a reminder of the critical importance of change management in your Customer Experience program.

Any significant new program needs an accompanying change management process to bring the people in the organisation along on the journey.

The change management interventions might be simple or complex but if you want to be successful you need consider the impact on all stakeholders and address their real and imagined concerns.

[Career]
This Week’s Pick of Customer Experience Career Opportunities

United States: Director – Customer First – Automotive Customer Experience Lead @ Capgemini Invent

United Kingdom: Head of Customer Experience @ Rowan Executive Search 

India: Head of Customer Experience and Operations @ WorkIndia

Australia: Director – Community & Customer Experience @ Woollarhra Council

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