Well, according to research, 51% of consumers expect that – by 2020 – companies will manage to anticipate their needs, and make relevant suggestions based on that. Here are a few things the company does to keep employees happy and motivated: It’s predicted that, by 2020, customer experience will overtake price and product when it comes to brand differentiation on the market.

Plus, companies with engaged employees outperform businesses without engaged employees by a whopping 202%. Contrary to the common belief that Apple doesn’t like to listen to its customers, Apple was one of the first big proponents of Net Promoter Score. Apple began surveying their own employees every four months to find out how likely they would be to recommend the store as a place to work. At Apple, employee contributions are not measured by how long they worked at the company, but by. This experience is closely linked to the product itself. Consider this – the company has a dedicated packaging designer who spends months opening prototype boxes made by Apple’s designers. Engaging clients with something more personal than a random e-newsletter helps show that you are mindful of their goals and care about their specific challenges. Apple’s focus on simplicity is also noticeable when you take their omnichannel support into account. According to NPS Benchmarks, Apple’s NPS score in 2017 was a resounding 72, which is significantly higher than the average NPS score of the consumer electronics industry. It contains tons of straightforward self-help content. 5 Amazing Cloud Computing Solutions for Remote Workers, Tips to Follow When Starting a Delivery Business, 4 Types of Videos You Should Create for Your Small Business, The Sticking Points in Optimizing Your Sales Funnel for Better Conversions, 4 Insanely Effective Ways to Generate More B2B Leads, The Beginner’s Guide to Sales Funnel Stages, A Step-by-Step Guide to Cross-Selling and Upselling, Understanding the Chapter 11 Subchapter 5 Bankruptcy Process. All customers want to feel like they’re successful and respected—whether it’s with their boss or within the industry. In 2007, its NPS was a respectable 58.

How does omnichannel support contribute to a high customer satisfaction, you ask? 75% of them would also be likely to pay a premium price for innovation. That might not seem impressive, but it’s actually a pretty good score, given that eNPS is usually lower than NPS since employees are stricter critics than customers. They have thoughtfully planned their product roadmaps.

For some people, reading an article is a much easier task than connecting with customer service reps. All of that has a huge positive impact on relieving purchasing anxiety, which eventually ends up contributing to Apple’s NPS. Apple’s eNPS score seems to be 25. Research by Deloitte and Touche found that customer-centric companies were 60% more profitable compared to companies that were not focused on the customer. Therefore, the present Apple users keep waiting for the new versions of the new products. If there are any issues with their product, people know they can easily make a reservation at their local Genius Bar, and take the product in for support. Customer retention is all about … Why is Apple’s Net Promoter Score important, you ask? And, also, the fact that all the products can integrate with one another makes it easier to sync the products. Here’s how Apple is trying to retain its customers: The most important strategy that Apple focusses on in order to retain its customers is solidified its brand. For instance, Apple Music uses personalization to pick the best soundtracks for every user. Apple continuously keeps working in the labs to evolve its existing set of offerings. If that will happen (and it very likely will happen), Apple is more than prepared for this. Luckily, companies can use several strategies to retain more customers and facilitate repeat business. This can foster a tremendous amount of trust and respect for your brand. Yes, it seems it is. Considering all of that, it’s not hard to see how Apple’s NPS score can get a boost from its innovative products. The result of this is that buying and opening an Apple product is a sensory experience. But that’s not all – the company also offers support on Twitter, and has a dedicated YouTube support channel too. Apple doesn’t just deliver personalization in the form of unique customer service. How to Boost Your PR Efforts with Brand Monitoring? Apple has been nurturing customer retention and loyalty for a very long time.

Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc. make a reservation at their local Genius Bar, the company has a dedicated packaging designer, a revenue growth of around 2.5 times that of their competitors, customer experience will overtake price and product, replacing a phone for free because a customer waited too long for the problem to be diagnosed, replacing a month-old computer with a brand new one because a key was depressed, increase consumer spending by around 500%, leave feedback for most of their products and services, has a dedicated YouTube support channel too, manage to retain around 89% of their customers, 64% of consumers expect to receive real-time assistance, explains how Apple used Net Promoter Score, What is a Good Net Promoter Score? Certainly, because they are either too satisfied or happy being an Apple user.

And if your employees are happy and productive, your customers will be satisfied too. The eNPS score is calculated the same way as the NPS score, with the total ranging between -100 and 100. Your marketing team is on the front lines when it comes to facilitating the perception that customers have about your brand. The Best Productivity Apps to Use in 2020, How to Find Your Lost iPhone via Find My iPhone Feature, 9 Impressive Rumors & Speculations About iPhone 7.

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