SANTA BARBARA, California, January 11, 2022 / PRNewswire / – BigSpeak Speakers Bureau leads the speaker bureau industry in customer retention, achieving a Net Promoter Score (NPS) of 82 in 2021. Typically, on a scale of -100 to +100, NPS scores for business-to-business service range from 30 to 65, and in the speaker bureau industry, experts estimate the average NPS to be 60 to 65. BigSpeak has been able to outperform other companies with a Superior attention to customer satisfaction.
BigSpeak achieves Net Promoter Score (NPS) of 82 in 2021, beats rivals in customer retention
BigSpeak is now joining the ranks of NPS Hall of Fame companies such as Nordstrom, Ritz-Carlton, Zappos and Costco.
“When we started to track customer loyalty,” said Ken sterling, executive vice president of Big Speak, “We would get a score in the mid-60s or less than 70 for the NPS, which was pretty good. a wonderful way to get loyal and referral customers. “
NPS was created by Bain & Company to measure customer loyalty. Customers and clients receive an anonymous survey in which they rate the likelihood of them recommending a business on a scale of 0-10, with 0 being the worst and 10 being the best. However, the survey scores are not averaged; responses are weighted. Scores of 9-10 add to a company’s loyalty, while scores of 0-6 hurt and scores 7-8 add nothing. To build customer loyalty, a business must receive many outstanding scores of 9-10 from its customer base and very few 0-6. The NPS system then converts the scores on the scale from -100 to +100.
“If a customer has a good experience or if we are just meeting expectations,” said Ken sterling, “No customer will recommend us. It’s like one of our favorite business speakers, says Magic Johnson, ‘It’s not enough in the market today to deliver. You have to over-deliver to your customers and to your customers. “
To achieve these amazing results and improve their service, BigSpeak has worked with customer satisfaction experts and consultants such as Robert richman (co-creator of Zappos Insights), Tiffani Bova (author of Growth IQ and Global Growth and Innovation Evangelist at Salesforce), Molly bloom (most reserved keynote speaker and bestselling author of Molly’s game), Omar Johnson (most reserved keynote speaker and former vice president of marketing at Apple), and Mitch lowe (executive co-founder of Netflix) to build customer loyalty. Today, the company scores 15 points above industry standards, which average in the mid-1960s.
“One of the secrets to our success in customer retention is learning from customer feedback,” said Ken sterling. “In our polls, we ask the ultimate question: if you don’t rate us a 10, what would it take to give us a 10? We read and obsess over every comment, then tweak the procedures to remove what was causing the It’s a fun and effective way to improve and retain our customers.
About Bain & Compagnie
Bain & Company is a global consulting firm that helps the world’s most ambitious change makers shape the future.
BigSpeak is a full-service speakers bureau located in Santa barbara, california. BigSpeak serves 72% of the Fortune 1000 Global Rankings and is the # 1 choice for clients needing keynote speakers. BigSpeak creates and maintains long-term relationships with its clients, speakers and other offices by providing expert advice, best values and customer experience in its industry.
BigSpeak is constantly striving to learn, to reinvent the way it operates, and to meet the meeting and event planning needs of its wide variety of clients, including corporations, associations and universities. BigSpeak’s keynote speakers range from business speakers, to world-class athletes, best-selling authors, award-winning artists to global icons, and more. BigSpeak works regularly with Facebook, Google, Microsoft, Pfizer, Oracle, Cisco and other large F100 companies.
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SOURCE BigSpeak Speakers Bureau