In today's highly competitive business landscape, customer strategy plays a crucial role in achieving success and sustainable growth. With ever-evolving customer expectations, it becomes imperative for companies to adopt effective strategies and stay ahead of the curve. To gain valuable insights and understand the nuances of customer strategy, we spoke with some of the leading practitioners in the industry.

1. Embrace Customer-Centricity from the Core

Smith adds, "Investigate and analyze customer data to uncover actionable insights. Leverage technology to track customer interactions and identify pain points, allowing you to optimize the customer journey." By adopting a holistic approach to customer-centricity, companies can ensure long-term business success.

2. Personalize Customer Experiences

"Utilize customer segmentation techniques to identify varying customer personas, and develop personalized marketing campaigns and communications accordingly," suggests Davis. She also emphasizes the significance of leveraging AI and machine learning algorithms to deliver real-time personalization, ensuring customers feel valued throughout their journey.

Net Promoter - Implement the System: Advice and experience from leading practitioners (Customer Strategy Book 2)

by Maurice FitzGerald(Kindle Edition)

4.2 out of 5

Language	:	English
File size	:	33821 KB
Text-to-Speech	:	Enabled
Screen Reader	:	Supported
Enhanced typesetting	:	Enabled
Word Wise	:	Enabled
Print length	:	247 pages
Lending	:	Enabled
Item Weight	:	5.6 ounces
Dimensions	:	4.49 x 0.27 x 7.44 inches

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3. Focus on Emotional Connections

"Invest in understanding your customers' emotions and motivations, and align your messaging and brand personality accordingly," advises Johnson. By fostering emotionally resonant experiences, companies can create strong bonds with their customers and differentiate themselves from competitors.

4. Foster a Culture of Innovation

Thompson emphasizes the value of encouraging creativity and embracing experimentation within organizations. He suggests establishing cross-functional teams dedicated to ideation and providing resources to support innovative initiatives. By fostering an environment that values and rewards innovation, companies can drive customer-oriented transformations and gain a competitive edge.

5. Embrace Technology and Automation

Turner advises organizations to leverage customer relationship management (CRM) systems, AI-powered chatbots, and other automation tools to streamline processes and improve customer service. According to him, "Automation not only increases operational efficiency but also enables personalized interactions and timely responses, delighting customers and building loyalty."

Customer strategy is no longer a luxury but a necessity for businesses seeking sustainable growth. By embracing customer-centricity, personalizing experiences, establishing emotional connections, fostering innovation, and leveraging technology, companies can unlock success in today's competitive landscape. The advice and experience shared by leading practitioners provide valuable insights into building customer strategies that drive business growth and cultivate long-lasting relationships with customers.

Net Promoter - Implement the System: Advice and experience from leading practitioners (Customer Strategy Book 2)

by Maurice FitzGerald(Kindle Edition)

4.2 out of 5

Language	:	English
File size	:	33821 KB
Text-to-Speech	:	Enabled
Screen Reader	:	Supported
Enhanced typesetting	:	Enabled
Word Wise	:	Enabled
Print length	:	247 pages
Lending	:	Enabled
Item Weight	:	5.6 ounces
Dimensions	:	4.49 x 0.27 x 7.44 inches

FREE

The Net Promoter System is the most popular improvement system on the planet

Here's why: It is easy to understand, and you can learn from those who have done it before.

You know your company can perform better. You want to make it happen. And fast. Your colleagues and friends seem to have great suggestions. You have lots of ideas. Too many ideas. Which ones will make a difference? The customer research you're getting is just not delivering the goods. There are lots of improvement methods out there. Too many. You need a better solution, one that's as credible as it is simple – You need NPS.

A charming but worried colleague...

I remember this one colleague, a woman whose many charms could slay most men. But after a particular marketing meeting she was visibly very distressed. "We had measurements on all these factors," she told me, "but the CEO blew me out of the water." "Convince me," he had apparently said to her, "that any of your 40 or so scales actually matter to our largest customers." Without NPS she had started from the wrong place, and was lucky to keep her job.

"I get it," a CEO at a different firm told me about NPS. "Finally, there's one figure that tells me what I really need to know – are we about to grab their customers, or are they about to come for ours?"

NPS is easy to understand and explain

The Net Promoter System is the most widely adopted measurement and improvement system on the planet. There is a reason. The reason is its simplicity. It is simple to understand. It is simple to explain. Indeed, there is lots of information about NPS on the web and elsewhere. Too much information. Not enough practical advice.

I will help you to understand which methods work and which do not

Which implementation methods work? Which do not? How should you communicate and execute? How can you avoid mistakes others have made? How can you engage customers in your voyage and make them enthusiastic and loyal? How can you move them from saying they will recommend your company to actually doing so?

Great advice with great illustrations

Net Promoter - Implement the System answers these questions and many more. The advice has two great qualities: it is full of implementation stories from a recognized expert, and it is accompanied by entertaining drawings from a recognized artist. Maurice implemented NPS when he was VP of Customer Experience at HP and HPE Software. He also managed the largest NPS community on the internet for six months in 2017: The Net Promoter System Forum on LinkedIn with over 23,000 members. Maurice has been a frequent guest on Rob Markey’s Net Promoter System Podcast, with over 10,000 listeners.

Peter has a doctorate in cognitive psychology from Oxford, and has exposed his art in three countries. His illustrations make many points memorable, and his knowledge has helped work many principles of behavioral economics into the book.

Updated in April 2018

Bain updated the employee NPS concepts in December 2017. I also updated my research on the relationship between employee and customer satisfaction in March 2018. Episode / transaction NPS descriptions needed improvement. All this means an updated version of the book is available in Kindle and print formats since April 2nd 2018.

So here you have it – 'Net Promoter: Implement the System' – a straightforward, very readable book. Ask yourself this question (punk*),why would you not want to read a book that could save your job and / or your firm? You are now just a click or two away from all this knowledge. You know what to do next. (Go ahead. Make my day.*)

*Dirty Harry, of course

This is the second book in the Customer Strategy series and it has been updated in October 2019.