© 2016 Waypoint Research Group, LLC Building a Customer Engagement Program that Accelerates Revenue Speakers: Best Practices Q&A
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© 2016 Waypoint Research Group, LLC
Building a Customer Engagement Program
that Accelerates Revenue
Speakers:
Best Practices Q&A
© 2016 Waypoint Research Group, LLC
About Digital Insight
DI is a $350M business.
Sells white label service to banks and credit unions, powers their digital banking
B2B2C
1000 Financial Institutions (FI) with multiple contacts in each account
© 2016 Waypoint Research Group, LLC
About the Program
Deployed first NPS survey in 2011
Invited entire customer base, Twice a year.
Negative NPS, High engagement
Acquired by NCR in 2014
Began seeing improvements in NPS & Retention – Improved by 60 points
© 2016 Waypoint Research Group, LLC
Best Practices from Practitioners
© 2016 Waypoint Research Group, LLC
Impact on Satisfaction & Retention
Renewal RateNet Promoter
© 2016 Waypoint Research Group, LLC
Revenue is directly tied to CX
Happy customers:
1. Twice as likely to renew
2. Demand half discounts at renewal
3. Buy more add-ons, faster
© 2016 Waypoint Research Group, LLC
Analyzed Comments from Customers
Key Drivers
1. Product
2. Service
3. Uptime
4. Relationship
© 2016 Waypoint Research Group, LLC
From Insights…
© 2016 Waypoint Research Group, LLC
Identified Themes for Each Key Driver Group
Product Service Uptime Relationship
Promoter /
Delight
Neutral /
Nice to Have
Detractor /
Tablestakes
© 2016 Waypoint Research Group, LLC
… To Taking Action
© 2016 Waypoint Research Group, LLC
Creating a Culture
© 2016 Waypoint Research Group, LLC
Advice for fellow practitioners…
© 2016 Waypoint Research Group, LLC
Download the Whitepaper:
Want More Insights?
Visit www.bit.ly/8surveyMustHaves
© 2016 Waypoint Research Group, LLC
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