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

April 27th was King's Day in the Netherlands. It was a great opportunity to celebrate together with our customers

test Twitter Media - April 27th was King's Day in the Netherlands. It was a great opportunity to celebrate together with our customers https://t.co/WXZ73zehsB

Linux Engineer? Are you keen to work in a fast-moving environment with like-minded people? Let us know! We're hiring lnkd.in/gZ_7Ezd

test Twitter Media - Linux Engineer? Are you keen to work in a fast-moving environment with like-minded people? Let us know! We're hiring https://t.co/I4EHP3oSc2 https://t.co/pHuv5hxH1c

Read our CEO's reflections on the amazing growth that has made LeaseWeb the company it is today: blog.leaseweb.com/2017/04/26/loo… #LeaseWeb20

test Twitter Media - Read our CEO's reflections on the amazing growth that has made LeaseWeb the company it is today: https://t.co/vg5W5PUjRW #LeaseWeb20 https://t.co/jU0aayoqdk

"Mens sana in corpore sano" - Our team in training for last year's Viking Run #LeaseWeb20 #throwbackthursday

test Twitter Media - "Mens sana in corpore sano" - Our team in training for last year's Viking Run #LeaseWeb20 #throwbackthursday https://t.co/pCNEfXwmAa