Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Bain & Co launches NPS Prism to aid customer experiences

New tool addresses lack of industry-specific benchmarks

NPS Prism addresses a crucial problem for business leaders: the lack of reliable, high quality Net Promoter Score benchmarks for gauging competitive performance and progress against goals. Moreover, NPS Prism adds a new-to-world capability for driving those benchmarks down to each important episode of the customer journey.

To deliver the service, NPS Prism is partnering with Qualtrics, leveraging the company's leading research and experience software platform to collect and deliver data. This enables NPS Prism subscribers to prioritize interactions that matter most to their customers and provide robust data about a company's competitive performance on each of them.

Companies increasingly compete to differentiate their customer experience as a key to earning the customer loyalty that drives profitable growth. Yet customer expectations continue to increase rapidly. Executives need to maintain a deep, up-to-date understanding of where their companies stand versus competitors, along with clarity about what truly earns long-term customer loyalty, so they can create a superior experience in this opaque, evolving landscape.

Bain & Company, the inventors of Net Promoter System, formed NPS Prism to provide a comprehensive, outside-in understanding of opportunities to create a superior customer experience from the consumer's perspective, rather than through the lenses of a functional organization. NPS Prism data uncovers insights at a far more granular level than any other study in the marketplace, revealing unique opportunities and risks.

All of this means that organizations can see how the critical components of their customer experience stack up against the competition, and how they contribute to their company's overall differentiation in the minds of customers. This allows them to define and prioritize actionable improvement tactics and investments.

"NPS Prism enables companies to hear the voice of the customer clearly so they can better understand how they stack up against their competitors overall and by customer episode. It allows companies to understand which episodes matter most to their customer experience and what 'good' looks like in each episode," said Jason Barro, a partner in Bain & Company's Customer Strategy & Marketing practice.

Initial NPS Prism data covers four financial services sectors in the U.S.: retail banking, credit cards, wealth management and mortgage. It will expand into other categories and geographies throughout 2019.

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)