I am excited to announce our Customer Experience results for the 1st Half of the Partner Year (Oct. 2012 through March 2013). ShoreTel utilizes Net Promoter Score (NPS), a globally recognized loyalty metric, to measure the customer experience. Currently, the Partner N-+PS is 64, and the ShoreTel NPS is 61. Considering World Class NPS is 50, this is an achievement of which you should be proud. Loyal customers are a company’s most powerful advocates and marketing tool. Prospective clients trust one source of information above all others: their peers. This quality cycle drives our brand in the marketplace and aids our growth through referrals to friends and peers. You cannot buy this kind of marketing! Partners who successfully deliver on this promise and create a loyal customer base consistently perform these best practices.
Best Practices
-Performing a quality Network Assessment prior to service implementation
-Strong Program Management and Communications throughout the implementation process
-Effective and timely Training for end users, assuring a seamless transition to their ShoreTel solution
-Providing Partner Support with tailored offerings to meet customer needs
We want to thank you for your continued support in analyzing customer feedback and creating continuous improvement plans. Your efforts to better understand the correlations and key drivers to customer loyalty are greatly appreciated and are a key differentiator in our joint success. Each and every person who has contact with the customer — be it ShoreTel or our Partners — all play a critical role in delighting our customers and delivering on our commitment to provide a world-class experience. Thank you for your teamwork and continued focus.
In closing, ShoreTel is pleased to recognize Premises Systems as a partner who has exceeded their Customer Experience Program Guidelines!
Sincerely,
ShoreTel
