net promoter system - telenet and 4c consulting - bdma congress 2014
DESCRIPTION
"65% of top 200 global companies use NPS, but more than 90% do it wrong", says Frederich Reichheld. Their biggest mistake? They focus too much on the metric, and not the approach beyond the metric. In order to unlock the full potential of NPS you need to grow from 'Net Promoter Score' into 'Net Promoter System'. Do you know your promoters and satisfied customers personally? Do you know who they are? Do you know all your detractors and your dissatisfied customers? By name? Do you know when and why they became dissatisfied? Instants after it happened? Telenet for Business, the B2B division of Telenet, does. Why? Thanks to a Net Promoter System, powered by Clicktools and fully integrated in Salesforce.com. It allows for continuous measurement of customer satisfaction at key moments in the customer journey, close enough to the actual interaction to allow for remedial actions when needed. At the bdma congress on the 23rd October 2014, Telenet for Business and 4C Consulting talked about how they approached the design and implementation of an integrated customer experience feedback system.TRANSCRIPT
From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
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Michel Defloor(Marketing Director)
Geert Martens(Partner)
[email protected]@mdefloor
[email protected]@geert_martens
From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
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From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
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“65% of top 200 globalcompanies use NPS, but few do it right”
Frederick F. Reichheld
From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
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“65% of top 200 globalcompanies use NPS,
but do it wrong”Frederick F. Reichheld
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From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
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T I M E
VA
LUE
Measuring feedback: operational maturity
From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
Net Promoter Score
Net Promoter System
high
low
negative
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T I M E
VA
LUE
Measuring feedback: operational maturity
From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
high
low
negative
Customer Feedback Score
Customer Feedback System
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From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
WHY?
WHO?
HOW? WHAT?
From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
why?
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Product
Price
BrandAccess
Service/Experience
Product
Price
BrandAccess
Service/Experience
From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
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From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
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From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
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From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
why?
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Remediate dissatisfaction on an individual customer level
Structurally improve the customer experience
Complete the single customer view Motivate &
reward employees
Increase the customer experience by showing you care
of complainers say that a simple apology would prevent them from moving to the competitionSource: NOP | Infographic by 4C Consulting
35%
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From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
what?
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From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
Customer JourneyEx
perie
nce
Ratin
g
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From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
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How likely is it that you will recommend Telenet?
From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
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BuyDelivery & Install
Use
Pay
Get Help& Change
Get Support
End to End
From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
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From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
what?
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Performance / perception at the Moments of Truth
2-5 questionsKPI + open-ended
Continuously, straight after interaction
Complete with an ‘End-to-End’ view
From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
All customers: no sampling
Beware forresources impact
Beware for survey pressure
Think beyond customers
B2B: DMU ifo interaction
who?
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From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
how?
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Dispatch
Document
Survey
Store
Customer interactione.g. “Deal closed”
Trigger
Agent / AM / Team leader / ...
Customer
Probing
Closingthe loop
From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
Integrated in CRM
Close-the-loop: service recovery workflows
Automated trigger-driven deployment
DispatchReports & dashboards
Sharing for motivation & rewards
how?
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From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
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Key take-aways
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T I M E
VA
LUE
Measuring feedback: operational maturity
From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
Net Promoter Score
Net Promoter System
high
low
negative
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From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
WHY?
WHO?
HOW? WHAT?
Increase satisfaction on an individual levelStructurally improve the customer experienceMotivate & reward employees
Integrated within CRMDispatch & service recovery
flows
MoT + RelationKPI + open-ended questionShort & often
All customers, no samplingDMU ifo interaction
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From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
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Michel Defloor(Marketing Director)
Geert Martens(Partner)
[email protected]@mdefloor
[email protected]@geert_martens