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20th June 2017

How to improve customer loyalty with NPS [Infographic]

All companies seek to grow and retain customers. Sustainable, organic growth occurs most often when customers love doing business with you and are openly willing to sing your praises to neighbours, friends, family and colleagues.

With each consumer brand competing to be front of mind, it takes something special to really stand out, especially for the ‘millennials’ and ‘digital natives’ of the younger generations. Feeling valued is very important to this community of customers. They don’t just tell you what they think, they need to know that their opinion is appreciated and that your business is going to listen to what they say.

Gathering customer feedback helps to address this challenge and a highly popular loyalty metric for companies to use is the Net Promoter Score (NPS®). With NPS, customers are asked on a scale of 0-10 how likely they are to recommend your product or services to others. Feedback is then categorised into detractors (negative), passives (neutral) and promoters (positive) then an overall score is calculated from -100 to 100, with a score of over 50 classed as excellent.

NPS is used by some of the world’s most popular global brands such as Amazon, Walt Disney and Apple, but why is it so useful and why will it help your business retain customers?

Valued

Asking your existing customers about their honest opinions on your business will instantly make them feel valued, especially if they are asked shortly after they encounter your products and services. Acquiring new customers can be costly but retaining existing customers is free, simple and easy when you effectively use NPS and demonstrate that you value their viewpoint. Effectively engaging with customers can often encourage them to recommend your business to others as well.

Rectify Issues

If a significant proportion of your existing customers turn out to be detractors (they have scored your business low, signalling that improvements need to be made) then you have the invaluable opportunity to proactively rectify these issues before it’s too late. Detractors can be transformed into your most powerful promoters if you effectively act on their feedback and place a tangible focus on customer satisfaction. As Bill Gates once said: “Your most unhappy customers are your greatest source of learning.”

Deliver, Deliver, Deliver

Listening to customers is key to ensuring you are delivering the products and services that they most desire. With NPS, you can compare your score to others in the market and examine how competitors may be doing things better or worse than you. If you’re scoring lower than other brands in your field then you could examine the comments from your detractors to identify how to improve your offerings and deliver your customers exactly what they want. Every company wants to be better than its competitors and NPS lets you find out your market position and learn how best to progress.

Simplicity

Studies show that each additional question added to a survey can reduce the response rate by 12.5%, which makes NPS the perfect solution. Not only are NPS surveys short and straightforward for customers to complete but its simplicity also makes it easy for your marketing and management teams to monitor and track. Keep it short and sweet and a good proportion of existing customers won’t mind providing you with highly valuable NPS feedback.

So, whether your business uses NPS or an alternative method of gathering customer feedback, a key point to take away is that feedback is essential and the easier you can acquire it the better. To successfully grow, expand and adjust to trends you’ll need to listen to the voice of the consumer to ensure your business or venue stands the test of time and remains at the forefront of the market.

Take a look at our newly released NPS report and infographic below to find out how best to use the tool, the benefits it can bring to your business and how to achieve optimum success by implementing it.

3rd November 2016

WiFi in Healthcare – Hospital technology trends [Infographic]

WiFi in Healthcare is revolutionising healthcare across the board but the biggest visible changes are taking place at the point of provision. Patients are now in more control of their treatment regimes than ever before and the relationships they have with their doctors are also evolving.

Our blog and infographic take a look at the major drivers behind this change and the demand for wireless hotspots – a service that is increasingly being accessed by healthcare professionals.

WiFi in Healthcare

Continued

This patient-centric change is being supported by a growth in wireless connectivity; something backed up by forecasts from the Wi-Fi Alliance, which states that machine-to-machine connections in the health consumer market are forecast to grow by more than eight times (54 per cent CAGR) between 2014 to 2019.

This fact hasn’t escaped the UK Government, which has pledged £1bn fund to enable free public WiFi in every NHS building by 2020. And so, with the growth of the Internet of Things (IoT), the need for strong, secure WiFi networks in medical settings is more crucial than ever, both for the doctors and patients who are utilising wearable devices, tablets and phones.

WiFi in healthcare has a huge potential to expand the sphere of healthcare technology. This is highlighted in a Forrester Consulting survey, which reported that 70 per cent of respondents cited WiFi as the most important technology for supporting the growth of healthcare IoT implementations such as smart wearable devices.

These personalised applications can lower the risk of infection through the need for less invasive checks, increase patient comfort through smaller devices and improve monitoring capabilities beyond the hospital, which can lead to improved recovery times. For example, the continuous measurement of blood glucose levels could put a stop to the largely avoidable hypoglycaemic episodes that one fifth of diabetics suffer during hospital stays.

As well as enhancing health management, access to free public WiFi in healthcare can help improve patients’ wellbeing. With the average hospital stay in the UK and US lasting just over five days, patients can become bored and lonely. WiFi in healthcare provides connections to social networks, allowing friends and family to stay in touch, as well as offering access to entertainment, again supporting faster recovery.

Furthermore, the use of location tools on mobile devices can help save time and lower stress as patients and visitors are quickly directed to their correct destinations.

From the point of clinicians, a properly configured network can reduce nonattendance for appointments as automated reminders can be routinely triggered and delivered. With wasted appointments currently costing the NHS more than £162m a year, this is something that cannot be overlooked.

A reduction in the administrative burden offers widespread dividends; the UK’s Department of Health estimates that paperwork and routine admin currently absorbs around 70 per cent of a junior doctor’s day. In addition, it notes that new working practices can improve patient safety, such as e-prescribing, which is known to reduce medication administration errors by half.

Many processes can be sped up or improved through an implementation of an IoT platform, using WiFi connected devices and the data they generate to better manage inventories, compliance, staff and security – something, according to the Forrester report, that over half of healthcare professionals and administrators are excited about.

6th October 2016

WiFi trends in bars and restaurants [Infographic]

Technology has become an ever-present part of our day-to-day lives; as consumers we take it for granted that we live in an increasingly connected world. At the heart of this paradigm shift is wireless data, superseding traditional linear methods of communication.

Our blog and infographic take a look at the major drivers behind this change and the demand for wireless hotspots – a service that is increasingly being accessed by people shopping, eating out and meeting friends for drinks.

philip_food-drink-and-wifi_eci_d22d51d10d03_rev4

Continued…

Research from BT has shown that 87 per cent of consumers have accessed the Internet while in a restaurant, pub or bar, turning to their smartphones to check social media or read the latest news. Furthermore, restaurants and cafes are seeing a growing number of customers using their venues to enjoy free WiFi while working over a coffee during the day, with a Samsung report revealing that 69 per cent of Brits work remotely from coffee shops at least twice a week.

But customers turn to WiFi in food and drink establishments for more than just checking Facebook or emails – there’re also the photo fanatics who love to post selfies with friends or shots of their food on Instagram, the parents trying to occupy children with online games and the lone diners who turn to their smartphone in lieu of a table companion.

With this in mind, availability of free WiFi now greatly determines consumer choices of venues. According to BT, 61 per cent of people search for WiFi when eating or drinking, with Samsung’s report highlighting that 37 per cent of customers will go so far as to choose a coffee shop based on the availability of WiFi rather than its quality of coffee. In addition, Casio’s ‘Pub of the Future’ report highlighted that 41 per cent of millennials simply wouldn’t go to a pub without WiFi.

In the current competitive environment, responding to consumer demands can be the difference between success and failure. Importantly, providing public WiFi offers gains above and beyond attracting customers.

Benefits to businesses include longer customer stays, higher spends and improved loyalty through more effective marketing campaigns. Questioning 400 small businesses, an iGR report found that over 60 per cent of customers spent more time on premise after they installed WiFi, with 50 per cent spending more money.

This is corroborated by research from the IHL group, which showed an increase in US restaurant sales of 2.7 per cent post WiFi implementation, while Purple customer, The Australian Pub, saw an impressive revenue increase of 11.2 per cent after installing Purple’s WiFi application.

Given the continuing tight margins in the hospitality sector successful businesses need to maximise opportunities in order to meet, and surpass, customer expectations, which in turn can increase profitability. Free WiFi ticks all those boxes.

 

7th July 2016

The increasing demand for high quality hotel WiFi – infographic

With mobile technology an everyday part of life, WiFi is no longer a luxury. People now believe they should have access to fast broadband wherever they are, and that includes hotels.

A hotel’s ability to provide fast and secure Internet access is an important decision factor when booking accommodation. A recent study by Exterion Media found that 73 per cent of Londoners choose their holiday accommodation based on whether or not it has WiFi – a significantly higher priority than air conditioning or a swimming pool.

Plus it appears that guests often head online before they’ve even unpacked. A survey by hotelier Roomzzz uncovered that 65 per cent of guests went online within seven minutes of checking in and a third requested the WiFi password on arrival.

Today smartphones and tablets are rapidly displacing TV as the main medium of entertainment and while mobile Internet is ok for occasional use, it remains an expensive way of getting online for a length of time. With this in mind it’s no surprise that research firm Analysys Mason found that WiFi accounts for 80-90 per cent of smartphone data traffic.

Clearly hotel WiFi is no longer just about business travelers. Holidaymakers regularly go online not just to keep in touch with friends and family, but also to research local information.

“It’s often far easier to use Google or TripAdvisor to check for restaurants or museums than flick through a guidebook, or use the Uber app rather than calling a local taxi,” notes Matt Powell, Editor of Broadband Genie.

Plus, with the growing popularity of smart home technology, such as remote lighting, heating and WiFi cameras, “more people are hopping on the hotel WiFi to control utilities, check in on pets or kids and ensure their home is safe,” Powell says.

Many hotels are responding to this increasing demand for WiFi, as a Travel + Leisure survey last year highlighted. When questioning hotels across America, it discovered that many budget hotels were offering free and fast WiFi, with luxury accommodation providing exceptionally high standard speeds.

Clearly hotels are taking the need for WiFi seriously, but it is important to understand what guests expect from hotel WiFi services.

“While guests are unlikely to expect superfast access so they can download large files, it would be disappointing if a hotel’s WiFi cannot comfortably accommodate web browsing, email and mobile apps,” Powell highlights.

“Perhaps the most demanding task which is likely to be frequently used is voice or video calling using tools such as Skype or Facetime. Guests may be disappointed if they’re unable to use these services, though video calls in particular require a fast and reliable connection.”

“They’d like it free of course,” adds Analysys Mason Research Director Rupert Wood. “Most know full well that the marginal cost to a hotel of additional data on a WiFi connection is next to zero, and many would expect WiFi to be treated as electricity and plumbing. Failing that, at least bundled in with the hotel charges,” he concludes.

High-Quality-Hotel-WiFi-infographic

8th July 2014

Global trends in public WiFi: WBA infographic and report

We found this infographic from the WBA really interesting – about how global trends in public WiFi are moving to the heart of carrier strategies, and the carriers current approaches to offload solutions.

Download the full WBA survey report as a PDF here.

WBA Global Trends in Public WiFi report infographic

The vision of WBA chairman JR Wilson is evolving the agenda with his personal mantra ‘everything standardised, everything connected’.

He suggests the whole industry is now aligning with the same unity of debate around three pillars: seamlessness, security and interoperability.

To establish this vision the urgent challenges he highlights are:

  • Stronger participation from the device community
  • A standardised framework so that all kinds of companies can plug in
  • A move to Next Generation Hotspot yet still manage legacy users

Wilson says that there is certainly an increase in awareness in the potential of public WiFi and that the significant growth in uptake will become another tool to optimise a network’s reach and capacity.

Public WiFi moves to the heart of carrier strategies

Companies are using everything in their power to create ubiquity for mobile broadband and until now WiFi has been an underused asset.

He predicts that in one year’s time:

“The biggest change will be one that people won’t even realize has happened – a whole new customer experience enabled by ubiquitous mobile broadband access.”

Key findings of the report:

Key features of the report tell us that operators are using WiFi as a central part of their broader strategy:

Emphasis on customer experience and value has been markedly strengthened

The survey showed that improving customer experience to attract and retain customers is the most important reason to adopt a carrier WiFi strategy. This change in perception is driven by technologies to enable public WiFi to be integrated more seamlessly with other networks.

A sharp rise in confidence in investing in public WiFi

The public WiFi ecosystem has clearly expanded over the last year. Maravedis – Rethink surveyed WiFi ecosystem players and found that optimism had increased around public WiFi. More than half were more confident about investing (52% report being more confident in investing in WiFi than they were a year before) and the majority were aware of Next Generation Hotspot initiatives. This contributes to the creation of a rich and integrated public WiFi platform which can support a wide range of business models.

The drive for investment and increased confidence

The data traffic explosion is the most obvious drive for an increase in investment in public WiFi. However there are other clear reasons evolving. The top three reasons to invest were reported as:

1) Improved user experience
2) Subscriber retention
3) Cost reduction

Other drives include:

  • Generation of revenue for hotspot owners
  • Savings for Mobile Network Operators
  • Maturing standards
  • A wider business case range
  • Increased strategic interest of fixed and mobile carriers

This creates new demands on operators, including how to support the capacity of traffic and increase in mobile device use, how to meet increasing customer expectations and improve quality of service such as increased speed.

For mobile operators there is a particular need to focus on public WiFi

MNOs predicted 22% of their capacity added last year to have come from public WiFi and by 2018 75% of small cells will have integrated WiFi. WiFi has moved to be a significant opportunity to meet their customers demands with a cost effective plus high quality solution.

Thus the increase in confidence for using WiFi as a central component of the carrier network and business case is clearly seen in the report.

The main barrier to deploying carrier WiFi was reported as being uncertainty about the business model (61.8% said ‘clarity of business model’) rather than any technology issues.

The deployment of hotspots will intensify

The total installation will reach over 55m in 2018. This includes homespots, which are residential access points that will have some left over capacity for the community (likely to reach more than 100m by end of 2018).

The main areas of growth

Shopping malls and stadiums are predicted to be the main area of a growth in demand for WiFi technologies.

Monetisation strategies

Winning monetisation strategies in the short term are WiFi data offload (which remains the most important), location based services, target marketing and enterprise.

Reasons for adding public WiFi capabilities

The most important development over the last year or so has been a clear expansion beyond offload strategies and the move towards integration of WiFI into the centre of the network and business model.

There has been an increasing emphasis in the importance of both quality of experience (with quality of connection having the greatest influence) and the greatest reason for adding public WiFi capabilities is to improve overall customer experience. 91% of the respondents said that customer experience was either very important (57%) or important (a further 34%). Other reasons included generation of new revenue streams, improving indoor coverage, roaming and security.