smith+co on
customer experience
Sophie Langham
  • By Sophie Langham
  • May 25 2017

Upfront and Transparent

The importance of trust in the customer experience

In the last month I’ve gone through the task of renewing both my car and household insurance. It’s one of those tedious jobs that you know has to be done but the very thought of it fills you with dread. You want to get the best deal, but the thought of trawling through comparison sites or sitting in a call centre queue doesn’t sound like a great way to spend your Saturday morning.

Shaun Smith
  • By Shaun Smith
  • May 12 2017

Focus on the customers, not the metric

How to get clarity around the end goal...

Richard Owen, CEO of Satmetrix, the leading customer measurement company, gave a thought-provoking speech to open their Customer Experience summit in London recently. Richard said that some companies were fixating on the NPS (Net Promoter Score) metric rather than the ‘concept’. The notion of focusing on your most valuable customers; those that drive revenue growth through retention and referral, makes perfect sense. Coupled with this, NPS is a simple and effective way of calculating how many of these valuable customers we have in the business. However, if we focus on the NPS metric as the end goal, we risk losing sight of the real business objective – the actions necessary to win and keep our best customers.