Philips puts design in the heat of the battle
In an interview with FastCo Design, new Philips design chief Sean Carney lays out his approach to convincing a sceptical CEO of the value of design and leading over 400 creatives at the 120-year-old Dutch company (full disclosure: Philips has been a CustomerGauge client since 2007).
Joining the company last year, Carney felt that design could positively impact the bottom line if it were better integrated with the business. So he has placed a renewed emphasis on nurturing relationships internally across departments including corporate strategy, technology research, new business development, and country sales organizations. And in a bid to broaden revenue streams, instead of being focused on creating a great customer experience around individual products, there is now more emphasis on designing wider ecosystems. According to Carney, these initiatives are aimed at helping Philips win more business and improve its Net Promoter Score.
Early results are promising. Philips Fidelio music docks have recently become the market leaders across Europe – a category that both Apple and Sony failed in – and also been recognized with industry design awards. FastCoDesign
Speedy links customer satisfaction to bonuses, boasts industry-beating NPS
This week UK equipment rental company Speedy has announced a significant turnaround in profitability and an independently-assessed Net Promoter Score of +29.5, which it says is well clear of the industry average of +11. (As an aside, it’s very useful to see important information such as an industry average, but would be even better if a source was cited).
The group has placed a renewed focus on customer service in its statement, saying that “To enforce awareness and customer service standards, any depot failing to achieve a 90 percent plus satisfaction level fails to qualify for performance bonus, irrespective of its profitability status.”
Putting customer satisfaction above profitability is one the most emphatic statements any business can make about its intentions, and we commend Speedy for going the extra mile to nurture strong, sustainable relationships with its customers. Implemented consistently, this strategy should pay increasing dividends for the business in the years to come. Vertikal.net
Battle for the Presidency: A race to the bottom
If the incumbent and challengers of this year’s US presidential election were blue chip corporations that investors held as part of their long-term investment strategies, the time to dump the stock was yesterday.
According to research by BIGinsight, both President Obama and challenger Mitt Romney are considered to be terrible and almost-as-terrible by survey respondents, with Obama’s Net Promoter score at -80.7 and Romney’s at -59. According to the article; “The latest results show that President Obama is losing support among those who backed him in 2008, and these voters grade the president low for his performance on jobs and the economy.”
As we know, things can change quickly in politics, but we will be interested to see the outcome of the elections based on the current scores in May 2012. San Francisco Chronicle
Freightquote.com quotes revenue growth, high NPS
Freightquote.com is the largest online freight logistics company in the US. This week the company announced its dedicated customer service had directly impacted revenue growth over 2011, in which the company saw a revenue increase of 23%.
On a related note, Freightquote.com announced a (self-reported) Net Promoter score of +68. Since there is no word on industry averages or if the research was independent, the score by itself does not necessarily say much despite its apparent strength. Market Watch
Five Year Milestone
Congratulations to CustomerGauge, who this week celebrated their 5th birthday. Since registering the domain name CustomerGauge.com in May 2007, the system has grown to a global enterprise customer feedback platform. Many happy returns to all the team and customers.