Winners of the Best of Print & Digital Award Share Why It Is Important
Butler Street in conjunction with NAPCO Media, Printing Impressions, and Print+Promo, announced its 2017 Best of Print & Digital Award Winners.
Winning companies were selected based on their Net Promoter Score (NPS) — which has been widely regarded as the most accurate leading indicator of client loyalty and future revenue. To qualify for the award, companies must have received an NPS score of at least 40 in conjunction with a minimum customer response rate. Only the top scoring companies in the print industry achieved this distinct honor.
Why is this survey so important? Because we get paid to say how great our respective companies are. Our customers do not. Therefore, this survey provides instant legitimacy.
Companies across all industries are using NPS to develop their roadmap to success. Having both quantitative and qualitative customer feedback provides actionable insights to identify and leverage strengths in the eyes of their customers, as well as to learn the wrongs they need to right.
The 2017 Best of Print & Digital Award Winners are (in alphabetical order):
- Cooley Group, Rochester, N.Y.
- DFI – Solutions in Print, Davenport, Iowa
- Drummond Press, Jacksonville, Fla.
- Inspired Results, Portland, Ore.
- Label Art, Wilton, N.H.
- Pii, Bloomington, Ill.
- Superior Business Solutions, Kalamazoo, Mich.
- Wise, Alpharetta, Ga.
Here is what a few of our winners had to say about their experience using NPS and what they have or are achieving as a result!
John Falconetti, Chairman and CEO of Drummond Press:
“We are big believers in NPS and its ability to measure customer loyalty. Winning the Best of Print & Digital award in back to back years is a significant achievement for us. Butler Street’s program gave us the opportunity to objectively measure and establish a loyalty benchmark — and through focused actions, improve our score by 23% this year. Because of this effort, we are posting industry leading growth year over year.”
Stuart Boyar, Cooley Group President and President Elect of the Print Services and Distribution Association (PSDA):
“We are thrilled to be recognized by our customers as one of the elite providers in the print and digital industry. We’ve always felt that we have unparalleled customer service, and the Best of Print & Digital Survey has substantiated that. Because of this survey, we were able to identify multiple opportunities for growth and have a clear roadmap for continued success.”
Bill English, President of Superior Business Solutions:
“I’m proud of our Superior team and thankful to our customers. Superior has a long tradition of identifying with our customer needs and acting in their best interests to maximize our customers bottom line by increasing sales or reducing overall costs. The 2017 Best of Print and Digital Award confirms that there is a quantifiable difference when clients work with Superior. Our customers’ responses to this independent survey tell the story of their loyalty and satisfaction with our work, and are a testament of our commitment to them. That difference sets us apart from others in our industry and from companies outside of our industry as well. Congratulations to the entire Superior team on this recognition of their continued commitment to our client’s best interests.”
The average Net Promoter Score for the 2017 winners was 62, an increase of nine points over 2016. The winners in the inaugural year of the Best of Print & Digital program set a high standard for the print and digital industry and their growth metrics over the last year substantiate the value of using NPS. This year’s winners have raised the bar higher for the industry. They have proven the difference that exceptional customer experience makes and as a result, are poised for increased client loyalty and future profitable growth.
A number of companies failed to achieve the minimum score of a 40 to qualify for this prestigious award. The good news for them is that they now fully understand where the gaps are and can now take appropriate actions to drive continued and balanced improvement through their respective companies.
Want to know where your company stands in terms of client loyalty and satisfaction? Start by visiting www.aremyclientsloyal.com, scroll down and watch the Explainer Video. Then sign up for a survey to answer the question, “Are my clients loyal?”
Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
With 194 percent year over year growth and a 90 Net Promoter Score, Butler Street has established itself as one of the leading consulting, training and research firms to the middle market. Before founding Butler Street, Mike Jacoutot spent the previous nine years as CEO of a national health care staffing company and most recently, a revenue cycle company. Jacoutot brings a strong combination of Lean Six Sigma process skills together with 34 years of sales and marketing experience.
Jacoutot is also the author of "Become the Only Choice." Now in its third printing, the book emphasizes a combination of consultative selling and process management techniques to enable salespeople to sell the way clients buy.
A four-time All-American collegiate wrestler, Jacoutot led The College of New Jersey wrestling team to two national championships. He culminated his senior year by winning the NCAA Division III Championship after three consecutive second place finishes. In March 2015, Jacoutot was inducted into the National Wrestling Coaches Hall of Fame. In October 2013, he was also inducted into The College of New Jersey Athletic Hall of Fame along with his 1981 NCAA Division III Championship Team. He holds a B.A. in Management.