By : Carolyn Muise
January 16, 2020 08:00 AM
At NCR, we believe in treating every customer like they are our only customer.
We use Net Promoter Score (NPS) to measure how likely our customers are to recommend us to a friend or colleague. From NPS, we can gain insights into customer experience and our customers’ overall perception of NCR’s brand. NPS can even be used to predict future business growth. Each year, we conduct a Customer Satisfaction survey, from which we gather our company-wide NPS results and additional feedback from customers on their interactions and experiences with NCR.
In addition to the relationship survey, we leverage a variety of other listening posts to gather real-time insights. We survey our sales team to learn what they’re hearing from our customers and our channel partners to get their feedback on what it’s like to sell NCR solutions. We conduct quick surveys after customer service calls, as well as Professional Services and Managed Services engagements. Further, we run multiple product surveys for deeper insights into how we can continue to drive innovation, simplification and differentiation in our products.
Together, these channels give us a view of the end-to-end customer experience we are providing, including where we are doing well and where we can continue to improve. This data allows us to develop action plans by industry and function to drive enhancements.
This feedback also helps us inform our employees of what they can do differently to delight our customers and deliver a better customer experience. We work to empower employees to create change and improve our products, services and engagement models in alignment with NCR’s customer-first strategy. We also recognize employees that go above and beyond for customers.
At NCR, we are laser-focused on our customers because we know that customers have a choice.
Industry statistics validate that happy customers buy more products and services and share their positive experience with their peers and colleagues, who can in turn potentially become customers. Our investment in customer experience is a win-win for our customers and our business.
Thanks to all our customers and employees for helping us to deliver great customer experiences. I look forward to continuing to work with all of you as we advance on our customer first journey.
VP, Global Customer Success
Carolyn Muise is VP, Global Customer Success at NCR, where she serves as the lead customer advocate and drives the customer experience strategy across the enterprise. With more than 25 years of customer advocacy experience, she is a frequent driver of industry conversations about CX, having served as a speaker at many related industry events around the world.