Customer Value is Company Value
How to Drive Value and Become Customer-Focused
Shep Hyken interviews Rob Markey, a leader of Customer Strategy and Marketing at Bain & Company. They discuss four strategies companies can use to achieve consistent and sustained growth in customer value, NPS (Net Promoter Score), customer feedback and company culture.
Top Takeaways:
NPS refers not only to the Net Promoter Score, but also to a system that is a set of behaviors, actions and technology that provides customer feedback directly to frontline employees. While the score itself is important, the bigger impact is on frontline employee learning, making customers feel as though their voice is heard and valued.
When asking for customer feedback, model your approach off of NPS and Enterprise Rent-A-Car’s original Service Quality Index: ask a single question with a simple metric, then an open-ended follow-up question (“why?”) and finally, follow up on the feedback you receive.
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