The New Promoter System

7/13/2012- Votacall Hosted VoIP & Cloud Based UC Solutions-I recently read the book The Ultimate Question 2.0 by Fred Reichheld and was amazed at the simplistic system they outline to improve customer satisfaction. The system is simple but requires lots of time, effort and dedication to implement into a company. There have been many companies to use this system (or a slightly different version) such as Apple and Enterprise Rent a Car. It does not matter the industry, it implements smoothly into a rental car company all the way to a Hosted VoIP Provider. I work with the latter of such, a company called Votacall. We focus on Unified Communications and pride ourselves on providing the customer with top of the line communication, Video, Mobility and Votacall Customer Experience. This is not easy to do unless we incorporate some sort of the Net Promoter system into our mission statement. This system has to start at the top and work its way down to the employees who actually interact with the customers on a day to day basis. Our VP of sales, Andy DeAngelis, has put some focus into this book and has encouraged myself to think about its bonuses. The main idea is that you want to offer the customer the best experience possible. The only way to do this is to ask them simply and quickly (without nagging) how we can create a better experience for them? As a Telecom company, we need to set ourselves apart from other VoIP Providers such as Polycom, Avaya and Broadsoft. Customer service might be the best way to do this by really impressing those we interact with. Our owner has to impliment the system and continue to promote it throughout the companies different segments (operations, marketing, sales ect.). The Net Promoter System is designed to impress the customer in order to get them to promote our business to friends and family. This is a free way of advertising and word of mouth is the best way to gain new prospective customers. Ontop of good advertising, generating 'promoters' eliminates 'detractors', a group of people who pass along negatives about your company via word of mouth. They become detractors because of a less than satisfactory experience they had with your business. Votacall is part of All Business Communications (ABCNA), therefore we must first impliment the Net Promoter System within ABCNA and have it pass down through the ranks into Votacall. In order to get a better understanding of this system I suggest you read this Harvard Business Review Press book and see for yourself how simple the idea is. Some of the best ideas are simple and take a lot of effort and commitment to see the fruits of it develop.