London 2013

MAKING NPS AND CUSTOMER LOYALTY THE

MAIN DRIVERS OF CULTURE CHANGE

Life Financial

Life Financial + NPS = Russia

OPERATIONAL NPS: LEAGUE CHAMPIONSHIP

WIN IT BY NPS AND

COST/INCOME

NEW CHALLENGE: NPS is a KEY BUSINESS INDICATOR

OVERCOMING THE CHALLENGE: iOS

NEW ROLE – iOS DIRECTOR

NEW APPROACH TO iOS IMPLEMENTATION

BRANCH MANAGER as an iOS COACH

MARCH 2013 – 3 BM

DECEMBER 2013 – 390 BM

EVERYONE CAN APPLY

NEW FOCUS: FROM QUANTITY TO QUALITY

CORPORATE VALUES

OPERATIONAL

iOS CERTIFICATION

iOS CONFERENCES

NPS SYSTEM IN PLACE

GROUP LEVEL1.Monthly NPS rating for Retail and Corporate Businesses2.Monthly NPS for the Branch League3.Quarterly NPS Analytic Report on Loyalty Drivers, NPS Dynamics, Action Plans Implementation 4.Quarterly Action Planning Workshop

BRANCH LEVEL1.Weekly meeting on Customer Feedback – Closing the Loop

2.Weekly divisional conference call on Customer Loyalty – Sharing Best Practices and Ideas

3.Monthly meeting on Customer Feedback – Drive Changes!

4.Quarterly meeting on Loyalty Drivers and Matrix – Action Plan

5.Monthly/Quarterly Customer meeting – Talk to Your Customers

SUPPORTING NPS PENETRATION

NPS RESULTS 2012/2013

AHEAD OF THE MARKET

LESSONS LEARNED

1. Put your NPS Operational System in Place

2. Use NPS meetings for learning and sharing best practices

3. Close the loop with your Passives and Promoters

4. Talk to people, not customers

5. Get a person to be responsible (from service-leader to NPS PM)

6. Be consistent in protecting your NPS values and principles