The Net Promoter® Score (NPS®) has historically been a consumer satisfaction benchmark that some organizations have adapted into a metric for measuring customer loyalty. Many in the Net Promoter® Score community have discovered that the data they are receiving through using the NPS® methodology gives inadequate insight on their customer relationships. While the NPS® is a good indicator of a customer's perception towards your business, it does not always provide the actionable insight needed to plan the direction of your organization's customer experience strategy.

Dennis Chapman Sr., President and Founder of The Chapman Group (TCG) discusses the shortcomings of the NPS® methodology and how TCG's LoyaltyProfessional™ business unit fills in the gaps of information that help an organization align customer experience strategies and tactics with the voice of the customer that they are receiving through customer surveys.

Learn where the NPS® falls short as a metric for surveying key accounts in uncovering actions that will influence and drive customer experience strategies, and how utilizing additional customer loyalty metrics can take your voice of the customer (VoC) program to whole new level of effectiveness and success.

Listen to the entire podcast or use the table of contents below:

0:00 | Introduction

01:01 | Corporate Executive Board study on how Loyalty Impacts Revenue

02:25 | The Problem Facing Net Promoter® Score Community (NPS Community)

03:00 | NPS® Q&A: On a scale of 1-10 how likely are you to recommend Net Promoter® Score as an enterprise customer feedback metric?

03:35 | NPS® Q&A: Why should suppliers go beyond the Net Promoter® Score metric to get customer feedback?

04:10 | NPS® Q&A: Does NPS® Provide data indicating the probability of a customer defecting?

04:52 | NPS® Q&A: Does the Net Promoter® Score Indicate a customer's dependency on the supplier?

05:58 | NPS® Q&A: Why do companies still use and rely on the NPS® metric for customer feedback?

07:15 | NPS® Q&A: How does Net Promoter® Score impact the account planning process?

08:50 | NPS® Q&A: What other feedback data points are essential to the account planning process?

10:58 | NPS® Q&A: Is Net Promoter® Score an adequate tool for business-to-business customer experience measurement?

12:08 NPS® Q&A | Why should businesses consider moving beyond the Net Promoter® Score metric?

13:24 | Net Promoter® Score Discussion Summary

Net Promoter® Score Q&A | Customer Satisfaction vs. Customer Loyalty Metrics

This is the fourth episode in the Researching Transit Handbook of Public Transport Research series. Links to obtain the book can be found at the end of the notes.

In this episode, Professor Graham Curries speaks to Professor Ahmed El-Geneidy. El-Geneidy is professor of transport planning at McGill University, and one of the co-authors of Chapter 4 of the Handbook: Transit customer satisfaction research: Is the customer always right?.

Professor El-Geneidy has a prolific publication record that spans transport and land use, cycling and public transport. He explains how mentors have helped him develop the ability to ask the right questions, work efficiently, and collaborate with others. In turn, El-Geneidy explains how he approaches his role as a mentor to research students at the Transportation Research at McGill (TRAM) group, which he leads. 

El-Geneidy discusses some of the forces that are amplifying the impact and reach of public transport research. Two of these are collaboration and data. Recently, researchers around the world pooled their insights about transportation access, including public transport systems, to benchmark accessibility around the world. A paper documenting this research was recently published in Nature’s Urban Sustainability journal. 

The other force they discuss is data. Not only is more public transport data being created, but the methods available for harnessing this data are improving. In Chapter 4 of the Handbook, El-Geneidy and his co-authors Madalena Harreman-Fernandes, Ehab Diab, Boer Cui, James DeWeese, Miles Crumley explore insights about customer satisfaction on buses, using complaints data. Taking a customer-focused approach, the researchers examined complaints made by users of Portland’s Tri-Met bus network. Complaints were classified into themes including customer satisfaction with service quality and critical incidents. The researchers cross-referenced this information with operational data to explore causes and validate complaints. For example, pass-by incidents could be matched with time-stamped operational data and occupancy to identify instances where overcrowding may have prompted stop skipping as the source of pass-by complaints. Such information provides useful insight for operators about the actual causes of customer dissatisfaction. El-Geneidy notes that the potential of data to be put to use in transport planning is only beginning to be realised. New methods of extracting and cleaning the data are key to tapping into its full potential.  

Find out more about today’s show in Chapter 4 of the Handbook of Public Transport Research - Transit Customer satisfaction research: Is the customer always right? The Handbook is available for purchase from the publisher’s website:  https://www.e-elgar.com/shop/gbp/handbook-of-public-transport-research-9781788978651.html.

Learn more about Professor El Geneidy and Transportation Research at McGill (TRAM)
https://www.mcgill.ca/urbanplanning/people-0/el-geneidy
http://tram.mcgill.ca/index.html 
 
Read about access around the world in the recently published academic paper:
Wu, H., Avner, P., Boisjoly, G., Braga, C.K.V., El-Geneidy, A., Huang, J., Kerzhner, T., Murphy, B., Niedzielski, M.A., Pereira, R.H.M., Pritchard, J.P., Stewart, A., Wang, J., Levinson, D., 2021. Urban access across the globe: an international comparison of different transport modes. npj Urban Sustainability 1, 16. https://doi.org/10.1038/s42949-021-00020-2
 
Find us on twitter and instagram @transitpodcast or using #researchingtransit
 
Music from this episode is from https://www.purple-planet.com

RT28 – Ahmed El-Geneidy – Customer Satisfaction Research Innovations

De mate van klanttevredenheid kan je bedrijf maken of breken. Om er zeker van te zijn dat je meekomt in de huidige competitieve markt moet je veel aandacht en energie steken in een klantervaring programma en een feedback-based organisatie creëren. Dit is vooral belangrijk omdat negatieve feedback nogal grote invloed kan hebben. Amerikaans onderzoek wees uit dat iemand met maar liefst 15 anderen een negatieve ervaring deelt en een positieve ervaring met slechts elf andere mensen. De impact van een negatieve ervaring is dus vele malen groter dan die van een positieve ervaring.

Lees hier het artikel: https://www.invalshoek.nl/blog/csat-berekenen/

CSAT berekenen: zo bereken je de Customer Satisfaction score

When a company is as established as Levi’s (founded in the late 1800s), they have to continue to please generations-loyal customers and solve new problems for younger jean-wearers. With each initiative of marketing and product development, Levi’s ensures customer satisfaction by hitting the ground, listening, and learning from the consumers in their markets. 

Skateboarding? They created an ultra-durable pant that doesn’t look flashy, based on feedback from skateboarders and skateshop owners around the globe. Stretchy-but-not-saggy fabrics, double layer pockets, and specially sewn belt loops are just a few of the features that set the pants apart. To send the message of their commitment to skating, the company helped build new skateparks and continues to give hands-on support to communities all over the world. 

Commuters? When Levi’s team members realized how inconvenient it was to have to change into and out of different clothes when they commuted by bike to work, they developed the Commuter Line, with extra durability and stretch -- again, still looking like the standard Levi’s jean -- to accommodate this energy-efficient mode of  transportation. 

Ultimately, each product and marketing concept begins not with a design or a bottom line, but by understanding the person who will be wearing that pair of jeans.

**Key Takeaways**

 - Finding people passionate about the same causes as the brand and supporting them. Levi’s helps build skateparks around the world and hosts events but doesn’t slap their logo on every piece of construction.
 - When a company’s been around since the 1800s, the product will mean different things to different people. From miners to rappers to skateboarders, durability and quality speaks across boundaries of interest.
 - Dig into the roots before launching a new product: Levi’s traveled around the world talking to skateboarders and skateshop owners learning their pain points.
 - They’ve developed the umbrella social hashtag #supportskateboarding so that their work in different parts of the world can still be linked together.
 - Commuter Line was born from the Levi’s team who rode bikes to work but couldn’t find a comfortable, durable pant. They added in stretch and reinforcements while maintaining the regular “jean” look.
 - Pop-up bike events with temporary workspaces, free wifi and coffee, bike tune-ups, and tailoring provide value for Levi’s customers (and potential customers) in large cities around the world.

Levi's - Advancing an industry by genuinely being part of the culture - Hello Customer Podcast

My seven learnings about excellence in customer experience:
1. Introduce yourself
In business, we often forget to introduce people in meetings and when we do, we don't explain their responsibilities.
Perhaps if we did this, there would be far fewer people in meetings, as only those with a real reason to be there would attend! 
Direct contacts with customers, whether by phone, email, chat, social media or in person, deserve the same detailed introduction. This moves the connection from a somewhat cold, professional exchange, to something far more friendly and personal, if not actually personalised.
2. Confirm that you know me
Most businesses could benefit from confirming who their customers are. Whether by careful targeting for marketing purposes or by reviewing notes of previous interactions with customer services, a company needs to immediately recognise a (returning) customer
Personalisation has become essential in all engagements between companies and their customers. In fact, this is one of the most important uses of Big Data, both now and for the foreseeable future.
3. Ask if I am happy/comfortable
Do you encourage critique of your ideas from your colleagues? It takes a strong and confident person to constantly put themselves up for criticism. Too many people look (only) for positive support when asking for opinions, rather than a truly constructive assessment.
And what about your customers? Do you encourage them to share complaints and ideas? Why not? It's much better to know what's wrong and put it right quickly than to continue in blissful ignorance until your customers leave.
4. Ask if you can do more
Business can no longer afford to merely satisfy their customers, they need to delight them. Do you ask both yourself and your customers what more you can do for them? If you do, you might just find a new product or service concept that answers their desires and get ahead of the competition.
5. Don't stop before the end
Entrepreneurship is very popular today for both individuals and even within large corporations. However so many entrepreneurs try an idea and when it doesn't immediately work, they give it up for a different one.
Today's world is one of constant change, so don't forget to be flexible and adapt to the changing circumstances of the market or your brand. But don't give up either. Just because one part of the plan didn't work doesn't warrant throwing out the whole thing.
6. Don't wait until it's urgent
So many adjustments in business involve making significant changes, whether cultural or process-wise. Therefore when introducing large changes within your organisation, break them down into more "humanly" manageable steps.
Want to make a radical change in one of your processes? Then it is often more effective to start by modifying the beginning and the end of the process. The middle steps then adapt automatically as new needs are identified.
For example, in updating your innovation process, start with better identifying the target customers and their needs. Then look how the launch will be rolled out and monitored. You will then realise that brainstorming in a vacuum or testing multiple concepts just before launch is no longer effective. These parts of the process will then be adapted to the new demands.
7. It all starts and ends with the customer
Take a look at your website, your communications, your plans; do they all start and end with the customer?
Do you publish content your customers want to read, or just what you want to tell them? Does your contact information include every possible way a customer can connect with you or just a static form and drop-down menu?
Are your communications relevant and emotionally validating for your customers? 
Do your plans mention the customer as often as the brand? 
Do they also show images of customers and include extensive knowledge and understanding about them?

C3Centricity Podcasts

What a Short Stay in Hospital Taught Me about Customer Experience

According to OpinionLab, 72% of customers say surveys interfere with their experiences online, whilst 80% of customers state they often abandon surveys halfway through filling them out.

As consumers we’re more expectant and impatient than ever before. Yet we’re being bombarded with an increasing number of communications asking us to give brands our feedback on products and services. Have we reached peak survey? 

In this podcast we enlist the help of InMoment’s head of client services, EMEA, James Bolle, customer behaviour specialist and managing director of Deliberata, Dr. Tom Wormald, and Marks and Spencer’s international operations manager, John Heatherington. We discuss:  

-	Whether customer surveys are still relevant 
-	The psychological and behavioural traits that influence customers in the surveying process
-	How Marks and Spencer introduced a new survey to over 400 stores around the globe
-	The do’s and don’ts of surveying customers

Why your customer surveys suck

"Torrice Talk" welcomes in S. G. Torrice Company Territory Manager Butch Kershaw to discuss his process of providing the highest level of customer service for increased customer satisfaction.

Torrice Talk

Episode 4: Customer Satisfaction

Track available at Traxsource: 
https://www.traxsource.com/title/1052120/bad-advice-vol-1
iTunes: https://itunes.apple.com/us/album/bad-advice-vol-1-fatherhood-presents/1441051511

Bad Advice Vol. 1

Customer Satisfaction

Lady Blacktronika - Customer Satisfaction

Hosted by Tomas Hult, this segment of the globalEDGE Business Beat is an interview with Forrest Morgeson who is Director at the American Customer Satisfaction Index (ACSI) – the leading research and consulting firm on the United States on customer satisfaction. Dr. Morgeson shares his views about the so-called Net Promoter Score that has been in the news. The NPS was introduced by Fred Reichheld in 2003 but has recently received some play as a customer loyalty metric that measures customers' willingness to return for another purchase. The selling point has been that NPS correlates with a company's growth and is easy to interpret. But it’s not all that it is made out to be, and Dr. Morgeson shares his insights and caution regarding the use of the NPS.

globalEDGE Business Beat | Limitations of the Net Promoter Score

Here's how one international theatre chain created a culture of continuous improvement with its frontline employees.

Office Talk On KYW Newsradio

How to Build A Culture of Continuous Improvement

The Home of Business in Michigan. Get on-demand access to audio programs, articles and resources presented by savvy business leaders and industry experts.

MARKETING DEEP DIVES by DENYSE is a Podcast for CPG Executives wanting to attract, delight and retain more consumers.
In each episode Denyse shares her tips, tools and ideas gathered from her more than 30 years experience working in over 125 countries around the globe.
Denyse is: 📈 Advisor to Fortune 100-Inc 5000 | 🚀 Strategist for mid-sized CPGs | 👨‍💼👩‍💼Leadership Coach | 🎤 Keynote Speaker | 📚 #1 Best-Selling Author | 🌍 Former Global Head of Consumer Excellence at Nestlé

A podcast connecting the dots between CX, marketing and customer service. MyCustomer.com offers news, advice, events and resources to customer-facing professionals around the globe.

Invalshoek is een baanbrekend online marketing bureau in Amsterdam. We helpen B2B bedrijven bij het oplossen van complexe problemen en het verslaan van de concurrentie. Dit doen wij door online marketing, online adverteren en CRM campagnes te ontwikkelen en uit te voeren die zorgen voor meer leads van hoge kwaliteit – leads die sneller klant worden.

Bezoek onze website: https://www.invalshoek.nl

As one of the longest standing independent record labels in the US, Nervous Records has built its reputation through a willingness to take chances on new sounds and new producers. Nervous was the first American label to sign and release tracks from such dance industry luminaries as Armand Van Helden, Paul Van Dyk and Nuyorican Soul. This spirit has enabled Nervous to build a catalogue of hits that spans the complete range of underground dance and hip hop genres.

The label was famous almost immediately when it started back in 1991 because of its eye-catching, very distinctive cartoon character logo. In addition the first three releases were produced by Roger S., Kenny Dope, and Todd Terry respectively, representing the three best house producers of that time. By 1992 Nervous was featured in magazines like Billboard, DJ Magazine (cover story), Mixmag, and ID, hailed by all as the “Sound of New York nitelife.”

Nervous’ first major dance release came in 1992, with “Feel Like Singing” by Sandy B. Nervous decided at that point to focus its energy on expanding the label’s musical field. The label’s first step outside the house music arena was with the Brooklyn, NY-based rap group, Black Moon, whose single “Who Got The Props” virtually put Brooklyn back on the map as a center of hip hop. At the same time, the label decided to alter the Nervous character for this release, giving it specific hip hop characteristics, and calling the hip hop label Wreck Records. Massive success followed with the Wreck imprint, as hits soon followed by Smif-N-Wessun, and Funkmaster Flex.

Nervous decided to continue to expand its musical boundries in 1993 by signing Mad Lion, which would be the first reggae artist on the Weeded imprint. Once again, there was huge success as Mad Lion’s single “Take It Easy” sold over 250,000 units.

Meanwhile, the Nervous merchandise continued to produce massive sales numbers as it established itself as one of the most favored t-shirts for the youth cultures of America, Japan, and many European countries.

In 1994, the label decided it was time to move into the electronic genre, and started an imprint called Sorted. The first artist on that label was Josh Wink, who went by the artist name Winx. While Winx’s debut release was a critical success although not a major seller, Winx’s follow-up release “Don’t Laugh” became the American dance community’s most talked about single, and ended up selling several hundred thousand units worlwide. Subsequently Nervous released Winx’s debut album, “Left Above The Clouds.” This album was one of the first “electronica” albums to be released, and lead to Josh Wink being signed to Sony as an artist. Nervous also released an album by two Long Island based dj’s, DJ Micro and Vicious Vic. The album, entitled “Progress Into Our Future,” since became a seminal album for the crew of Long Island dj’s that currently dominate clubs with their hard trance sound.

In 1996, Nervous virtually single-handedly created a garage house music revival by releasing the debut solo artist album by house music legend Byron Stingily. Byron was formerly the lead singer of gold-selling group Ten City. His second single on Nervous, “Get Up,” went to number one on dance charts around the world, including the Billboard Magazine club chart in America.. For his album, “The Purist,” Nervous assembled an all-star cast of legendary House producers, including Frankie Knuckles, Masters At Work, David Morales, Basement Boys, Maurice Joshua and MK.

As the musical trends continued to evolve in the late 90’s, Nervous continued to create new imprints to remain at the cutting edge of all independent labels. Nervous Dog was created to accommodate the emerging harder-edged house sound of New York; Strapped was the home for uptempo, club oriented hip hop Party tracks; and Nervous Chill released the down tempo, jazzy grooves that are always in vogue in the newest restaurants.

The label also has had many successful tours over the years. One of the biggest was in 2,000, when the Nervous tour was sponsored by Playboy Magazine and KAMEL cigarettes, and featured DJ’s Jackie Christie, Razor-n-Guido and DJ Escape, along With PA’s by Nervous artists Byron Stingily, Charlotte And Kim English. In addition, Nervous created what became one of the Winter Music Conference’s most original Parties, the Nervous After-hours breakfast at Denny’s, which featured an International list of dj’s entertaining conference attendees at 5:00 AM while they ate their grand slam Denny’s breakfast.

In 2000 and 2001, the energy tribal sound dominated the US club and Nervous gave America’s club-goers four of the its most dominant anthems, “Skin” by Charlotte, “Ssst…Listen” by Jonah, “Unspeakable Joy” by Kim English and Dive In The Pool by Barry Harris featuring Pepper Meshay. During this same time, the label has also created many successful compilation series, among them “Hip Hop Independent’s Day,” and “Future Progressive,” and “Club Nervous.

As the hits grew in number, so did the value of the catalogue for sampling purposes. Nervous songs have been sampled in major hits by Mariah Carey, New Edition, Coolio, Flip Squad, Basement Jax, George Michael, Soulsearcher and more..

In 2006 Nervous gave the US one of the biggest dance radio records with What A Feeling by Peter Luts & Dominico, a track which won the 2007 WMC award for Best Euro Dance track. In addition, Nervous delivered the most memorable US underground track of the year with Ralph Falcon – I Need Someone, which was also number one club record of 2007 according to Billboard Magazine.

In 2008 Nervous had two of the top five most played records of the year at dance radio, with Bellatrax feat. Sophia May/I Can’t Help Myself and Every Word by Ercola featuring Daniella, and ended the year as the two most played label at dance radio in the USA according to Billboard Magazine.

Nervous has also made a strong foray into the compilation market, building a roster with some of the most credible house music. The past twelve months has seen full length cd’s from Oscar G, Ralph Falcon, Funkagenda, Mark Brown, Behrouz, Chris Lake, Starkillers & Austin Leeds, DJ Theo, Exacta and Marlon D. Second half of 2009 will see releases from Danny Krivit, Frankie Knuckles, Tom Stephan, Peter Bailey and Richie Santana and Anane (produced by Louie Vega. 

In the grand tradition of Nervous launching sub-labels to embrace the next sounds to take over Nitelife ... In 2011 we launched Nurvous Records.  With the Indie Dance / Nu-Disco sound that has erupted from England and is now barreling towards full speed in America, one of our primary goals is to provide innovative homegrown style; and bringing back emotion to the music, squashing the over-commercialized big-room invasion.

Most humans now live in growing cities where increasing traffic congestion risks liveability, the environment and economic productivity.  Public transport is now widely seen a solution for mega-city growth due to its social, economic and mass travel efficiency.  However the industry faces significant challenges.  Infrastructure, systems and even thinking in the industry is old and out of date.  Policy and regulatory structures are ‘path dependent’ on historical approaches and lack progressive thinking.  There is a global need to revitalise  public transport with new knowledge and thinking to build a progressive future for the industry.

Researching Transit introduces listeners to the latest thinking in global public transit research.  It aims to engage the industry, researchers and the wider community in shared learnings about the latest innovations in public transport research providing a platform for research communication.    Professor Graham Currie and Laura Aston talk to some of the world's leading researchers in a podcast series brought to you by the Monash University Public Transport Research Group.

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