Building Trust and Transparency With Customer-Centric Culture
Learn How OCZ Uses CX and NPX to Unite around the Customer
When OCZ Storage Solutions embarked on a corporate turnaround, it got right to the heart of the matter: Customer experience. The company, a leading manufacturer of solid state drives, has leaned on insight and reporting driven by NICE Satmetrix NPX to create a culture that puts the customer first, and used transparency to build trust and drive improvements.
After the sale of OCZ Technology Group’s SSD assets to Toshiba corporation in 2014, the company set out to implement a Net Promoter program so that it could proactively determine and address any issues customers might encounter with its products or business processes. OCZ identified transparency and open communication as key to building customer trust, loyalty and overall satisfaction.
How OCZ Succeeded
From quarter to quarter, OCZ’s NPS trend has been steadily positive. Starting with an NPS of 26 in the first quarter of 2015, it had already increased to 31 in the second. With all the positive steps the company is taking, it’s a trend that’s sure to continue. Download the customer success story to learn how OCZ:
- Uses NPX to help promote and reinforce its culture of customer centricity throughout the organization;
- Created a Customer Experience Lounge to display key CX data for employees and visitors alike to see;
- Established a monthly Voice of the Customer council that includes representatives from every department; and
- Began seeing tangible results only six months after it adopted NPX.