<<If Samsung wants to remain competitive in the smartphone industry, it has to realize that customers are being inundated with lower-cost, higher-featured devices thanks to new technical advancements.>>

Class,

To meet these needs, you need to identify the strengths and weaknesses of your organization both internally, but it’s still through the eyes of an employee. Wouldn’t it be also great to know the strengths and weaknesses of your organization, but through the eyes of a customer? Does anyone use techniques like this? There are two techniques that can effectively do this. One that is being widely used today is the NPS — Net Promoter Score. Typically you gather data through surveys to your customer, asking on a scale of 1 to 7 if they would recommend your organization’s products and services to another. Based on the score, you do some simple math to come up with a total NPS score — ideally you want it to be a positive number. Now you have a measurable benchmark that you can use every year when you survey your customers. I’ve added a link below, if you want to learn more about NPS. The second method isn’t quite as easy or accurate. Essentially the second method involves a SWOT analysis with a customer centric view — in other words you perform a SWOT on your organization from the customers standpoint. Naturally you are going to get some of the same things as your internal SWOT, but other facts might emerge such as lengthy hold times on customer service calls, or difficulties using your corporate web site.

https://www.qualtrics.com/experience-management/customer/net-promoter-score/