Estimated reading time: 4 minutes

CustomerGauge is a software-as-a-service platform that helps clients improve customer experiences, empowering them to measure NPS, gain actionable insight from customer input and close the loop with immediate follow-up towards the customer.

As responsible for Philips E-shop Customer Service, I have been one of the first CustomerGauge clients actively using it (and helping to shape it with my customer feedback) as of October 2007 to monitor our E-shop NPS, to analyse feedback and to take all the actions needed to improve the customer experience we delivered.

From the very first days, CustomerGauge has held a yearly event to allow its user to exchange best practices and get further inspiration for their exciting NPS journey

This was the first user event I attended as  a consultant and it was no disappointment. In fact, it was inspiring to see and hear how many companies are using NPS in a very effecient and meaningful way, which is to improve customer experience and not to just report an empty score.

Besides the examples & best practices summarised and listed below in quotes, photos or tweets, I was particularly impressed with hearing the practice Ziggo has put in place. Each of their executives dedicates a fixed amount of time monthly to call between two and five customers, both among promoters and very angry detractors. Calling customers was something  I regularly used to do while at Philips with remarkable feedback from them who were impressed that not only someone was reading their comments, but that the Philips management would take the time to directly call them back.  (Possible thanks to the easy and immediate accessibility of all customer comments and contact details I had within CG). This action allowed me to nearly always be able to quickly fix the problem and turn a detractor into a promoter. I enjoyed my direct calls to customers and, in my new role as a consultant, I simply cannot recommend enough to my clients to start a similar practice. For this reason, I always get thrilled to hear examples of companies who are doing the same.

If this was maybe the top highlight from the best practices shared during the Summit, there were surely many other examples of success and inspirations. Below you find just a selection of the one I found most inspiring and meaningful.

 

My favourite quotes from Customer Gauge NPS Summit

 

Elena Brambilla, Wolters Kluwer

“It’s one thing to say ‘here is the data.’ It’s another thing actually to do something valuable with it.” 

“Everyone has their opinion about what customers want. But only data shows reality.” 

 

Phil Granof, Black Duck

“What if ‪NPS numbers are negative? What if they are negative & you don’t know?” 

“NPS feedback is a way to see through the cracks and avoid the innovator dilemma.”

“We want promoters to fanatics! Brand= communication+experience. NPS measures the experience.” 

“Don’t use data to make yourself feel good. Use data to understand what’s going on.” 

“Market research is about understanding human behaviour. NPS is about changing behaviour.” 

“50% of Fortune 500 uses NPS. 50% must be wrong. And it’s not the ones using it.” 

 

Suzanne Kats, PVH & Tommy Hilfiger

“It’s difficult to know what is going on in stores sitting at your desk. That is what NPS helps you with.”

“NPS is about finding a connection between what we think is important & what the customers tell us is important.”

“In-store service is the main driver of promotion in the customer journey.”

 

Photos of the most inspiring presentations from Customer Gauge NPS Summit

 

Rogerio Rodrigues about Electrolux's lessons learned

Rogerio Rodrigues about
Electrolux’s lessons learned

Elena Brambilla presenting Wolters Kluwer NPS journey using Wow Now framework

Elena Brambilla presenting Wolters Kluwer NPS journey using Wow Now framework

"Market research is about understanding human behavior. NPS is about changing behavior." Phil Granof, Black Duck

“Market research is about understanding human behavior. NPS is about changing behavior.” Phil Granof, Black Duck

"NPS is about finding connection between what we think is important & what the customers tell us is important" Suzanne Kats, PVH

“NPS is about finding connection between what we think is important & what the customers tell us is important” Suzanne Kats, PVH

Suzanne Kats, PVH, on methods to survey in store visitors

Suzanne Kats, PVH, on methods to survey in store visitors

Suzanne Kats, PVH, about effective ways to link NPS and store sales

Suzanne Kats, PVH, about effective ways to link NPS and store sales

"Instore service is the main driver of promotion in the customer journey" Suzanne Kats, PVH

“Instore service is the main driver of promotion in the customer journey” Suzanne Kats, PVH

Roy Chandra, CustomerGauge, sharing insight on NPS response rate

Roy Chandra, CustomerGauge, sharing insight on NPS response rate

Roy Chandra, CustomerGauge, sharing insight on NPS versus retention

Roy Chandra, CustomerGauge, sharing insight on NPS versus retention

Adam Dorrell, CustomerGauge, sharing examples of NPS surveys self-experienced

Adam Dorrell, CustomerGauge, sharing examples of NPS surveys self-experienced

Adam Dorrell, CustomerGauge, sharing examples of NPS surveys self-experienced at Dunkin Donats

Adam Dorrell, CustomerGauge, sharing examples of NPS surveys self-experienced at Dunkin Donats

Adam Dorrell, CustomerGauge, sharing examples of NPS surveys self-experienced at Dunkin Donats

Adam Dorrell, CustomerGauge, sharing examples of NPS surveys self-experienced at Dunkin Donats

Adam Dorrell, CustomerGauge, sharing examples of (bad) NPS surveys self-experienced

Adam Dorrell, CustomerGauge, sharing examples of (bad) NPS surveys self-experienced

Adam Dorrell, CustomerGauge, sharing examples of (bad) NPS surveys

Adam Dorrell, CustomerGauge, sharing examples of (bad) NPS surveys

Adam Dorrell, CustomerGauge, launching his 2015 Manifesto: Campaign for real feedback

Adam Dorrell, CustomerGauge, launching his 2015 Manifesto: Campaign for real feedback

Adam Dorrell, CustomerGauge, showing the future of NPS

Adam Dorrell, CustomerGauge, showing the future of NPS

Adam Dorrell, CustomerGauge, sharing NPS insight about how quickly customers reply to survey and challenging about how quickly companies reply to that feedback (when they do)

Adam Dorrell, CustomerGauge, sharing NPS insight about how quickly customers reply to survey and challenging about how quickly companies reply to that feedback (when they do)

"What is customer centricity? What is the golden rule?" Jørgen Bo Christensen, SimCorp

“What is customer centricity? What is the golden rule?” Jørgen
Bo Christensen, SimCorp

"How can you avoid generating a customer question?" Jørgen Bo Christensen, SimCorp

“How can you avoid generating a customer question?” Jørgen
Bo Christensen, SimCorp

Jørgen Bo Christensen, SimCorp, about Creating Loyalty

Jørgen Bo Christensen, SimCorp, about Creating Loyalty

Camilla Scholten, CustomerGauge, thanking all the speakers

Camilla Scholten, CustomerGauge, thanking all the speakers

 

Finally… the Customer Gauge NPS Summit in tweets

All in all an inspiring event and I’m already looking forward to 2015 event!

The NPS & Customer Experience events landscape is getting more and more populated every year making it more and more difficult to decide which one to attend. So we are curious to hear your experience.

Which NPS or Customer Experience event do you usually attend? Which one has met and exceeded your expectations? Why? Which one would you recommend attending?

Tell us in the comments below.

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