Transcript Customer Experiencex
Why is it important and how a global company can manage it ?
Presenter: Andrej Vinš & Petra Bachratá
Date: 7. March 2013
What value do you
think IT company
brings to a customer?
Statement to customers
grow and thrive
Customer satisfaction vs. Loyalty?
over isthea better
has indicated that• there
is no connection between customer
will stay with a product or service provider
and customer through
offered to them – even if there
thick and thin.
• Customer loyalty entails an emotional
• No emotional investment or connection.
to thea prior
You have embedded
high level of•satisfaction
does not yourself
mind of that customer.
will be loyal to you.
From satisfaction to delight- using NPS
• Transition from satisfaction measurement
• Overall customer loyalty – Net Promoter Score
• Identify critical loyalty drivers
• Drive process business improvement
ARE YOU TO
DELL TO A FRIEND
Who is Promoter and who is Detractor?
Detractors (score 0-6) are the unhappy
customers who can damage your brand and
prevent your growth through negativity.
Passives (score 7-8) those satisfied but
unenthusiastic customers who are vulnerable
Promoters (score 9-10) the loyal enthusiasts
who keep buying and referring others, fuelling
Definitions: Net Promoters and Net Satisfaction Score
NPS Survey methodology
Customer success is Dell success
We listen, we learn…
and we push
Ourselves to improve
Did you know?
Dell has implemented
over 400 ideas submitted
online by users at
Dell listens carefully to
customers’ needs and desires
Dell is focused on delivering solutions
to enable smarter decisions
Dell is committed to superior
NPS driving end-to-end transformation
What Does success look like?
Customer experience is our DNA
The Brand promise is reinforced at every customer interaction.