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Net Promoter News: Allianz going for top five and Motorola listening to customers at knifepoint


Allianz UK going for top five

Allianz is working hard to attain a spot in the top five insurance companies in the UK. They have already been growing steadily over the past five years. But with a change of management, they are buckling down to grow even faster and conquer their goal. Neil Brettell, the new retail general manager, explains why he is confident about the goal:

  • People: Allianz understands that you need a very strong team if you want to keep on growing. After huge investments over the past five years, this will still remain top priority in the coming years.
  • Customer obsession:  Customer engagement is key, especially when you want to achieve a top-five position. Allianz is working very hard to ensure that customer obsession is embedded in the DNA of the company, and not just a few evangelists like Brettell.
  • Net Promoter Score: This top-five strategy hugely depends on a high performing distribution channel. To start a conversation with broker partners, they use NPS. That makes it easy to see what they were doing that was fantastic and what needs improvement and change.

Read the full interview, here.

Motorola listening to customers at knifepoint

After being a pioneer in cell phones for years, Motorola has lost its spot in the limelight. However, they’re not ready to surrender yet.

To conquer a spot at the top again, they’re vying for more success at the bottom – to appeal to those with limited budgets. The new, low-budget Moto G will hopefully rekindle the consumer’s love for Motorola, especially in developing countries. To accomplish this goal, Motorola is going above and beyond to really figure out the whims and interests of consumers with what they call immersion work.

Instead of just talking to customers, they follow customers around, from their homes to their work places, and watch everything they do with a phone. On one occasion, for example, an engineer was visiting a customer in Brazil to research the effectiveness of an emergency alert application. The customer didn't feel like his message was getting through to the engineer. To show the engineer why this application should be extremely easy and fast, the customer grabbed him from behind with a knife pointed at his neck.

Motorola counts on this immersion to stay one step ahead of competition in terms of a deep understanding of consumer needs.

Read the full story here.

In brief:

Shipping-crate renters Mobile Mini reported details of NPS on recent earnings call. A shade under last years peak of 78,1, this years was a still respectable 77,1. (Source: Mobile Mini Investors Presentation)

Customers reward AppDynamics with a stellar Net Promoter Score of 84. (Source: Marketwired)

4Net Technologies, offering communication services,  named National Champion for Customer Service, with an NPS of 89. (Full article: here)

Australian telecom provider Amaysim's CMO, Christian Magel, reports an NPS of 64 in an interview with CMO.

Fastest growing mid-size tech company in the Dallas-Fort Worth area Masergy reports a Net Promoter Score of 61. (Source: Newsmaker)

ABB, a leader in power and automation technologies, reports a strongly growing NPS of 46 - up 30 percentage points as compared to the last four years. (Source: ABB)

Photo credit: Imagination

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