December 20, 2017
NTT Communications exceeds the 'valued partner' benchmark for customer loyalty needed to transform in the digital age
TOKYO, JAPAN– December 20, 2017-NTT Communications Corporation (NTT Com), the ICT solutions and international communications business within the NTT Group (TYO: 9432) announced today that it is the only major global service provider to achieve the ‘valued partner' accolade in 6 out of 12 categories according to the first edition of Digital Zenith Benchmark, a report recently published by Ocean82 that measures customer-centric evolution.
A total of 582 people, who work for large and multi-national enterprises, were interviewed about their experiences with global service providers, generating about 1000 evaluations and 6000 points of data, over the last 12 months. The data was analyzed using an algorithm to calculate a cooperation coefficient, which is denoted by DZ and named dizeme.
Ocean82 crystal ball dizeme
The report can be viewed here.
The ‘valued partner' benchmark represents the point at which the level of cooperation between supplier and customer takes root and flourishes. It has a value of 100. Scores above the benchmark illustrate the gradation of firm customer loyalty (advocates and valued partners) and those below the benchmark illustrate the gradation of a fragile or deteriorating customer loyalty (habitual or convenience purchases).To obtain a ‘valued partner' rating a service provider must exceed the ‘valued partner' benchmark. This is achieved through a company-wide commitment to providing an outstanding customer experience. It requires that service providers demonstrate exceptional customer satisfaction to earn the firm loyalty of their customers. NTT Com exceeded the benchmark in: innovation; purchase consideration; first purchase; contract renewals; service selection; and growth from customer satisfaction.
According to Janet Watkin, Managing Director at Ocean82, "The biggest barrier to customer-centric transformation is not technological but cultural. The concept of customer loyalty is often totally misunderstood. Firm loyalty requires a positive level of commitment from the customer to the supplier. Such firmness of commitment by customers must be continual earned by suppliers, through embracing a service culture that extends the length and breadth of the organization".
Ocean82 is an established marketing services firm specializing in benchmarking the customer service experience for the information & communication technologies industry. It is known for its track record in "Voice of the customer" analysis of competitive positioning, business strategy, branding, post-purchase care, channel management and pre-sales support, among other areas. It has experience in 30 countries and 10 languages, often making Ocean82 the first-choice supplier for organizations requiring international marketing research and analysis covering emerging technologies. www.ocean82.com
About NTT Communications Corporation
NTT Communications provides consultancy, architecture, security and cloud services to optimize the information and communications technology (ICT) environments of enterprises. These offerings are backed by the company’s worldwide infrastructure, including the leading global tier-1 IP network, the Arcstar Universal One™ VPN network reaching over 190 countries/regions, and over 140 secure data centers worldwide. NTT Communications’ solutions leverage the global resources of NTT Group companies including Dimension Data, NTT DOCOMO and NTT DATA.
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