Waste service providers have been climbing steadily for years, but on average still have to make do with a negative NPS (-1). This makes it the only sector with an NPS below zero. Just above the national average are the transport sector and the facility sectors. The corona situation has given digitalization a new name and this has had an immense effect on these sectors. The facility sector in particular has a challenge to keep the customer experience at a high level due to the change to hybrid and more circular working. Furthermore, complaint handling remains a point of attention in all sectors.
Companies in various sectors are facing challenges. Such as the war in Ukraine, sanctions against Russia and rising energy and raw material prices. These factors affect product delivery and service email industry list optometry provision. As a result, customers are more critical of the value delivered and are holding companies to account more harshly on the theme of 'value for money'.
Create value and invest in customer and employee experience
To retain and delight customers, it is important to emphasize the added value of your organization. This means investing in both your customers and your employees. To help you get started, here are some tips:
Work on improving your Net Promoter Score (NPS) and make it part of your organizational strategy and culture. An increase of +10 can lead to 10-15% fewer customers switching to competitors and 3% more business within the total customer base. In addition, you save on marketing costs. Your enthusiastic customers make new customers.
Analyze your customer journey to understand where your customers are struggling and what you can do to improve their experience.
Really get to know your customers and be proactive in offering solutions that meet their needs
Remember: customer experience should be a way of working. By investing in customer and employee satisfaction, you can not only retain your customers, but also attract new customers and grow your business.