10/04/2023

How engaged employees deliver a better

customer experience

Net Promoter Experts

September 2013

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YOUR INTERNAL CUSTOMERS

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Internal and External customers

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Net Promoter Score

Does the experience miss, meet or exceed expectations?

Driving employee advocacy to positively impact sales/brand

If employees are detractors of the customer experience/service that they deliver it is highly likely to create detractors amongst your customers as well.

Employee NPS Customer NPS

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Experience: Do you think you can tell if an employee is unhappy in their work by the customer experience they deliver you?

Yes No Don't know0%

10%

20%

30%

40%

50%

60%

70%

80%

72%

11%

17%

Is employee satisfaction with the job projected in the customer experience

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Retention: Which of the following would make you want to switch brands?

Poor customer expe-rience

Rude employees Cheaper alternative Just want a change Poor service/faulty product

None of the above0%

5%

10%

15%

20%

25%

30%

35%

32%

20%

24%

2%

21%

2%

Reasons for switching brands

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Recruiting - Would a positive recommendation influence a decision to join a certain company?

Not at all Yes - Would influence but not the deciding fac-tor

Yes - One of the most important reasons for joining a company

0%

10%

20%

30%

40%

50%

60%

70%

80%

12%

72%

16%

Would positive recommendation influence a decision to join a certain company?

Customer NPSResults and Outcomes

• Identify a hierarchy of areas on how to improve the customer experience

• Identify customers that love you, hate you and are merely satisfied

• Identify customers that recommend you• Identify customers that badmouth you• Identify customers that will churn• Identify why customers buy and buy more often• Identify the most effective forms of marketing• Benchmark your recommendability against your competitors• …..and get your Net Promoter Score to benchmark your

improvements every six months

Employee NPSResults and Outcomes

Manners & Murphy the first in the world to identify the merits of ENPS – four years ahead of Reicheld and Bain

• Identify areas on how to improve the employee experience• Identify the employees and the reasons why they love and hate

you• Identify why employees leave for the competition• Identify the most effective forms of recruitment – those that

attract promoters rather than detractors• Provide yourself with an annual benchmark• If you use Customer NPS then you can compare the direct

correlation between a happy workforce and the customer experience and sales

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CASE STUDY – EMPLOYEE ADVOCATES

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An army of advocates

• Love the brand before they are employed

• “Tears upon being hired”

• Engaged and advocates

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The most profitable employees

• $427,000 made per employee• No.1 in US - More than

Tiffany & Co

• More dollars per square foot of retail space than any other business

• Sell the correct product, not the most expensive

• Customers made to feel loved by energetic staff

• Layout designed for good experience

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Create the advocacy of Apple but maintain it

• Although a huge success story, engagement is a fluid process

• NY Times reported that a raft of stores were scoring eNPS of 5 and 6 across the country

• Resting on laurels and not keeping abreast of internal customers gripes and wishes

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ENGAGEMENT TOOLS

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Attitude shift & Discovery

• Put your employees at the heart of your business and treat them as internal customers

• Before beginning any engagement programme, audit, listen to them and create a benchmark for improvement

• Feedback on how you are going to act upon the findings

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Deeper drilling

• Use the audit as a basis to dig deeper around the findings you discovered

• Promoters• Passives• Detractors

• Also provides peace of mind and reinforces any actions that need to be taken

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Enhanced business communication

• Desperate to be listened to• More than 50% of

employees always demand better communication

• Hawthorne effect- Involvement creates advocacy

• If you educate them better and involve around external change they can sell harder for you

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Repetition, repetition, repetition...

• A common mistake is doing it once and not repeating regularly

• At least twice a year

• Regular communication and score checking are essential for improvement

• Don’t just do it at exit interviews…the horse has bolted by then

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Bottom line

Treat your employees as internal customers and they will deliver much

more for you

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QUESTIONS?

10/04/2023

How engaged employees deliver a better

customer experience

Net Promoter Experts

September 2013