Net Promoter - Blogs - European Conference Blog 2008: Andy Sernovitz: Raimund Schmolze, VP Customer Insight, T-Mobile -- part 2

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European Conference Blog 2008

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Andy Sernovitz: Raimund Schmolze, VP Customer Insight, T-Mobile -- part 2

Posted by AndySernovitz on Jan 31, 2007 2:43:19 PM

T-Mobile finds that NPS increases with proximity to customer interaction -- it rises significantly (as much as 70%) immediately after a visit to a store, and then begins to drops back as time passes. Without the positive reinforcement, NPS drops back to nearly 0% over a few months. Lesson -- pay attention to customers!

Tags: b2c, t-mobile, andy-sernovitz

Jan 31, 2007 2:54 PM

Amy Madsen says:

"Pay attention to customers"? What do you mean by that Andy? Meaning, pay attention to them while they're in the store? Does T-Mobile aim to bring customers into stores more often as they seem to have a good experience there? Or are they looking for ways to improve the experience beyond the store?

European Conference Blog 2008

Andy Sernovitz: Raimund Schmolze, VP Customer Insight, T-Mobile -- part 2

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