Engaging Times Newsletter – December 2018

Engaging Times Newsletter – December 20182018-12-07T11:18:33+00:00

IS YOUR NPS PROGRAM A REGULAR SEDAN OR A RACE BRED FERRARI?

The Net Promoter Score is just a means to an end. Your organisation’s Net Promoter program truly comes to life when best practices become an integral part of your organisation’s culture and a livid discipline. With customer requirements being heavily influenced via the digital world today, is your Net Promoter program adopting newer methods to stay in the league? To enable brands to identify the strengths and weaknesses in their NPS program, Engaged Strategy has designed a FREE and quick Mini NPS Audit.

As a customer-obsessed Senior Executive/CEO or the go-to NPS driving force within your organisation, do the questions below resonate with you?

RACING AGAINST TIME? FIND OUT WHY YOU NEED TO AUDIT YOUR NPS PROGRAM
IN UNDER 2 MINUTESWATCH THIS VIDEO

The immense economic value of a strong Net Promoter Score has been verified by independent studies across the world. Many profess that by 2020 customer experience will become the key brand differentiator, even surpassing the product itself. Engaged Strategy’s studies also support this. As we stand at the threshold of this transformational CX era, watch this video to find out why it is a call for urgency to audit your NPS program in these times:

CUSTOMER EXCELLENCE AWARDS
BRANDS THAT CUSTOMERS LOVE

Engaged Strategy’s benchmarking studies this year across five sectors – banking, superannuation, health insurance, motor insurance and property insurance – highlighted key brands that are an inspiration in terms of customer experience excellence. In our previous newsletter, we mentioned that we would soon announce the winning brands that have demonstrated excellence in pivotal domains of customer experience. Here they are:

RECOGNISING CX EXCELLENCE OF AHM & QSUPER

In November, Engaged Strategy awarded winners of our Customer Excellence Awards drawn from our 2018 Consumer Recommendation & Loyalty Studies across both the health insurance and superannuation sectors. AHM earned the highest Net Promoter Score among Australia’s health insurance providers, becoming the Most Recommended Brand in this sector. QSuper was awarded for being rated as the Most Recommended Brand in health insurance, as well as for being rated by customers as a brand with the Strongest Reputation and one that made them feel Most Valued within this sector.

RINGING IN THE CHRISTMAS CHEER

It’s been a fabulous and busy year with interesting insights revealed from our independent benchmarking study. Analyses of why certain brands made it big and others didn’t revealed interesting details of NPS programs that even surprised us in certain instances. We designed a proprietary benchmarking analysis tool as well that provides you with instant, integrated insights into your NPS performance. These insights link NPS with related customer experience, brand perceptions and key interaction measures across individual brands, which makes it easier than ever to identify strengths and weaknesses against competitors.

After all the hard work and the excitement that came packaged along, we at Engaged Strategy are geared up to ring in the Christmas cheer with a nice long holiday. Our offices will be closed from December 22nd, 2018 to January 6th, 2019. We will be back with new vigor and more interesting products and services to offer in the coming year. Meanwhile, if you wish to contact us, please drop us an email at enquiry@engagedstrategy.com.au. We will try to get back to you at the earliest.

Until then, wish you all the best of health and fortune.

Merry Christmas & Happy New Year!

THOUGHTCATALYST