six ways to operate a world class nps program

© CustomerGauge / Directness BV

Vivek Jaiswal 30 August 2013

SIX WAYS TO OPERATE A WORLD CLASS NPS® PROGRAM


A word about CustomerGauge…

•  CustomerGauge is the leading real-time Net Promoter® measurement platform.

–  Complete workflow and service recovery system

–  B2b, b2c and b2e solutions –  Automated reporting and digital signage –  Automated, with integrations to CRM

systems including SalesForce.com –  32 languages (reporting system in EN,

DE, ES, FR, NL, CN) •  Launched 2007 •  HQ Amsterdam, global coverage with

partners

A D V E R T I S E M E N T


#1. Create Initiatives to Increase the Good and Reduce the Bad" •  Too often organizations let their customer data sit in ‘virtual storage

units.’

•  Ask your customers what you are doing well and repeat. Understand the ‘why.’

•  Be eager to discover the bad and build initiatives to reduce your customers aversions.

•  “Your most unhappy customers are your greatest source of learning.” –Bill Gates


#2. Share, Share, Share!

•  Everyone from the CEO to the frontline employees should be able to recite why you have Promoters and Detractors.

•  Share the data to empower your employees to “Drive WOW Now!”

•  Educated employees feel invested in and deliver better results.


#3. The Score is for the Scoreboard, the Comments are for the Playbook

•  Stop obsessing over the actual score

•  Keep your finger on the pulse of your score and put the comments under a microscope

•  Learn without barriers


#4. Embed NPS into the DNA of the company

•  NPS is a great way to ‘drive culture.’

•  Regardless of responsibility and position, everyone should go through NPS training.


#5. Practice Patience

•  Analyze carefully to truly understand your customers.

•  Customer experience is not an overnight success it’s a commitment.

•  “We are willing to be misunderstood for long periods of time.” – Jeff Bezos (CEO, Founder Amazon)


#6. Understand the Financial ROI to Stay Motivated

•  After you’ve understood your customers behaviours, begin to understand the monetary benefits for delivering WOW service

•  What is your Customer Time Value (CLV) and Customer Network Value (CNV)? –  Chris Zane (Zane Cycles) –  American Express


Recap

1.  Increase the Good, reduce the Bad 2.  Share, share, share! 3.  Score good, comments better 4.  Embed NPS in company DNA 5.  Patience 6.  Understand ROI, stay motivated

© CustomerGauge / Directness BV Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.

Thank You!

Contact me if you would like to learn more: Vivek Jaiswal [email protected]

Follow us: @customergauge

six ways to operate a world class nps program

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