The NPSSuper BowlPresented ByJudy MaddenWAH Tech

What IsNPS?

NPS is referred to as a NetPromoter Score. It is a

loyalty number thatmeasures the willingness

of a customer torecommend a product or

service.

The Ultimate Question - How likely are you to recommend DirecTV tofriends and family?And why.These answers give us the NPS scores.

1 2 3 4 5 6 7 8 9 10

DETRACTOR PASSIVE PROMOTER

Net Promoter Score Categories

Customers can be put into three categories:

A. Detractors - 1, 2, 3, 4, 5, 6 Would not recommend the product/service to others.

B. Passives - 7, 8 Satisfied, but not excited enough to recommend.

C. Promoters - 9, 10 Would highly recommend the product/service to others.

How do weimproveour NPSscores?

We need to exceed their expectations.

So howdoes theCARES!

behaviorsaffect NPS?

UseCustomer'sName

Thank ThemFor Their Business

Empathy

CustomerExperienceResolve

Issues

Take ResponsibilityFor Errors

CARES! Behaviors

Greet customer by name.

Make it personal by using your name.Keep your customer from repeatingtheir problemsRespect customer's timeAvoid unneeded transfersMake sure your customer doesn't haveto call backThank them for being a loyal DirecTVcustomer

Promoters can fix the "leaky bucket"

UseCustomer'sName

Thank ThemFor Their Business

Empathy

CustomerExperienceResolve

Issues

Take ResponsibilityFor Errors

CARES! Behaviors

We Win The NPS Super Bowl!Any Questions?