Innovating Analytics: How the Next Generation of Net Promoter Can Increase Sales and Drive Business Results

Chapter 8

Best Customer Experience Practices

As WoMI becomes a widespread tool and the Customer Experience Measurement Ecosystem achieves greater acceptance, more and more companies will have the ability to provide a great customer experience. But even now some companies and organizations already are creating a superior customer experience, a number of which use ForeSee analytics. Let’s examine first the efforts and history of three companies and a government agency, all of which exemplify superior customer experience, and then of several companies ForeSee has recently worked with to improve the customer experience through the measurement and improvement of satisfaction. And finally, we'll see how some companies are using WoMI to improve on Net Promoter.

Amazon

Amazon.com was founded by Jeff Bezos in 1994 in his garage in Bellevue, Washington, and went online in 1995. Since that time, Amazon, now headquartered in Seattle, Washington, has become the world's largest online retailer. It started as an online bookstore but soon diversified to sell DVDs, CDs, MP3 downloads, software, video games, electronics, apparel, furniture, food, toys, and jewelry. The company also produces consumer electronics, including the Amazon Kindle e-book reader and the Kindle Fire tablet computer and is a major provider of cloud computing services.

Bezos wanted a name for his company that began with A so that it would appear early in alphabetic order. He looked through the dictionary and settled on Amazon ...