Not Just a Number: Using NPS to Improve Customer Experience
Shep Hyken, CX Expert, Bestselling AuthorFounder, Shepard Presentations@Hyken
Mark Salsberry, QuestionPro CX, President@questionpro
Speakers
Shep Hyken• Customer Service & Experience Expert • Keynote Speaker Award Winner• New York Times and Wall Street Journal Bestselling Author
Mark SalsberryPresident, QuestionPro CX
The cost of bad customer experience
72%of businesses say that improving CX is their top priority
-$62BCompanies lose over $62B due to poor customer service
Key Brand Differentiator
BY 2020:Customer Experience will overtakePrice and Product as the key brand differentiator
How likely are you to recommend us to a friend or colleague?
◎ Loyalty quantified from -100 to +100 ◎ High-level, overall experience◎ Promoters vs. Passives vs. Detractors◎ Industry / Competitive Benchmarking / Improvement over
time
More than a metric
◎ Measures customer loyalty
◎ Provides actionable data
◎ Enable closed learning loops externally and internally
◎ Understand what practices grow promoters
◎ Track key touchpoints
Where to begin?
Map out customer journey Identify critical touchpoints
Design collection methods Analyze and act
NPS and Revenue
» NPS Microeconomics / Customer Lifetime Value» Using a Predictive Revenue Model» Creating a consistent, streamlined process
Make it easy
Eliminate or mitigate potential friction using customer journey map
Be valuable
Be knowledgeable
Be friendly
Build rapport and break the ice
Respond ASAP
Speed matters
Be Consistent
Predictable, consistent, and positive experience
Top ways to improve CX
Questions? www.questionpro.com/cx | www. Hyken.com
@questionpro | @Hyken#askCXxpert