Posts Tagged ‘Customer Experience’

Why we don’t want satisfied customers

LeaseWeb improves continually to meet your expectations

Listening to your customer is a key driver to success, as industry leaders show. The voice of the customer is articulated in an ongoing dialogue. When customers share their feedback, they expect you to listen, act and inform about the enhancements you have been making and are working on. And right they are. But even when the customer is satisfied, that is not good enough. Only when the customer’s expectations are met or exceeded, a satisfied customer can turn into a loyal customer.

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You say. We listen. We act.

Why NPS is not the Holy Grail

To measure the loyalty of our customers, LeaseWeb uses the Net Promotor Score (NPS) as a key performance indicator. The NPS is a management tool that was developed by Fred Reichheld and introduced in 2003. By asking one simple question – ‘How likely is it that you would recommend … to a friend or colleague?’ – it measures a company’s perceived performance and basically tells you how happy customers are.

The NPS is helpful, but all too often, organizations focus too much on the score. The score itself only tells you the temperature of the relationship with customers. If the relationship has deteriorated and has reached a fever temperature, it does not indicate what caused the fever. Was it a bad sales contact, or the quality of the products? And what can you do to improve the sales or product experience?

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LeaseWeb on Twitter

Didn’t register for WorldHostingDays 2017 yet? Get a free ticket on us, and meet us at booth R20 #cloud lsw.to/l85

test Twitter Media - Didn’t register for WorldHostingDays 2017 yet? Get a free ticket on us, and meet us at booth R20 #cloud https://t.co/agwqMHofZM https://t.co/fSdQokL4JO

Robert Abraham, Head of IT Operations, Adjust will speak at #TechSummit. Join us on April 12th in Berlin @adjustcom lsw.to/lco

test Twitter Media - Robert Abraham, Head of IT Operations, Adjust will speak at #TechSummit. Join us on April 12th in Berlin @adjustcom https://t.co/VWEVwKjuIu https://t.co/gbEx5fhyyB

Patrik Karisch of Pixelart will speak at #TechSummit #Berlin. Join us on April 12th at Kulturbrauerei techsummit.io/berlin @PatrikKarisch

test Twitter Media - Patrik Karisch of Pixelart will speak at #TechSummit #Berlin. Join us on April 12th at Kulturbrauerei https://t.co/rTfJ7Pf6WZ @PatrikKarisch https://t.co/q7S1tjs4Vr