Net Promoter Score or NPS can be a tricky process to get right. There are many parameters that impact the execution and efficiency of the process. Even after the survey is concluded, it is paramount to close any loops with the customer. Below we highlight a few pitfalls that should be avoided while designing and executing the NPS.
Big data analytics find immense application across the entire business. One area which can have direct, measurable and visible impact is the area of customer service. Data has been used since the beginning of time to improve customer service, but it is only recently that the full power of predictive analytics is being applied in this function. Organizations, both large and small, are using big data analytics to deliver superior customer service and build strong customer loyalties. See below as we look at 6 ways big data analytics is driving smarter customer service.
The industries we work in – insurance and banking – are probably the most process-driven and metric-focused businesses of today. Every action must result in a quantifiable metric, which are then collated and presented day in and day out to understand the business performance and direction.