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Employee Culture Shift; Using a Popular but Narrow Measure of Customer Satisfaction; Experiments in Voice
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Welcome back. Companies still love net promoter scores, despite the limits of the measure. Household brands are striving to deliver compelling experiences on voice-activated virtual assistants. And fighting the spread of the coronavirus has millions of people working from home, a shock to the system that’s only beginning to be understood.
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Using a Popular, but Limited, Tool to Measure Customer Happiness
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Veeam Software segments its net promoter scores by the type of respondent in order to glean more from the results. PHOTO: VEEAM SOFTWARE
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Watch what you say about net promoter scores around Maxie Schmidt-Subramanian, principal analyst for customer experience at Forrester Research.
NPS is a metric that companies derive by asking customers a single question: “How likely is it that you would recommend our company to a friend or colleague?”
It’s a widely popular gauge that companies use to help figure out whether they’re on the right track, but it’s limited in scope and its correlation with business success is debatable. Arguments over its worth are common.
“If I have to hear one more time that NPS is the worst metric or the best metric ever, I might have to quit my job,” Ms. Schmidt-Subramanian said.
But many companies have found ways to wring valuable information from NPS, Alexandra Samuel writes for the Experience Report. Here’s how three are using it.
Related: The consulting startup GoodQues uses other tools to get consumer insights—like dinner parties. [BI Prime]
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ELAINE THOMPSON/ASSOCIATED PRESS
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Household brands are building apps for voice-activated assistants, hoping to help or entertain their customers with new experiences on Google Home or Amazon’s Alexa.
Although most are still chasing a hit, their apps could help their efforts to improve other customer experiences, Chris Kornelis writes for the Experience Report.
Brands have to see how far they can stretch themselves into new environments, said Susan Pitt, director of brand experience for cereal at General Mills, which released a “Lucky Charms” voice app this year. “This is about learning and understanding what kind of role we can play through this technology,” she said.
Nestlé shares that philosophy, according to Sebastian Szczepaniak, the company’s global head of sales and e-business. “This is a way for us to not only deliver a new feature, but it’s a way for us to collect new attributes from the consumer,” he said.
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Employee Culture Is Going to Shift
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A lone commuter walks through the normally busy Fulton Street train station during the afternoon commute in Manhattan on Tuesday. PHOTO: JUSTIN LANE/SHUTTERSTOCK
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Businesses world-wide are encouraging staff to work from home in an effort to reduce risk during the coronavirus pandemic. But now that the laptops have been procured (hopefully) and the Zoom video-collaboration software downloaded, what’s next?
Experts say the move to remote work requires not only new tech, but a set of processes that use today’s tools to deliver the same level of collaboration that homebound workers previously experienced at the office.
“A lot of companies are going to struggle to embed this type of culture in a quick manner that would help them overcome some of the realities around the coronavirus,” Andrew Hewitt, an analyst at Forrester Research, told the Journal.
Tell us: How is your company trying to accomodate the new employee experience and customer experience? What’s working and what’s not? Reply to this email with your thoughts.
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Facebook will give every employee the same “exceeds expectations” performance review for the first half of the year. [WSJ]
Designers and artists are creating illustrations with advice on how to slow the spread of coronavirus. [Dezeen]
Museums’ virtual tours are coming in handy as many close and visitors shelter in place at home. [HighSnobiety]
Accenture Interactive named its first chief experience officer. [The Drum]
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