© 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

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Best Practices from Practitioners

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Impact on Satisfaction & Retention

Renewal RateNet Promoter

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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

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… To Taking Action

© 2016 Waypoint Research Group, LLC

Creating a Culture

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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