Digital transformation has transformed the way customers interact and associate with brands. There is an increased focus on customers’ already high expectations from products or services, and that’s compounding the challenge for many organizations across industries.
While digital transformation has increased customer expectations, it has also given tools to help businesses improve the quality of customer experience and, in turn, their NPS.
Net Promoter Score (NPS) is a scale designed to measure customer experience and predict growth. This innovative metric, if used correctly, can help you measure how you’re perceived by customers and highlight critical service as well as operational gaps.
However, it doesn’t prove useful in isolation. Companies need to go through NPS survey results after taking every customer comments into account and even this might not be enough as customers may not provide feedback either by choice or due to lack of resources.
Companies can make use of modern data integration solutions to improve NPS by accelerating onboarding by up to 80%. Customer self-service is another tool that can be used to improve NPS.
Read this whitepaper to know how digital transformation is taking customer expectations to new highs, and how organizations can leverage current-gen tools to improve customer experience by working on their Net Promoter Score.