nps implementation. do you remember what do we want? more and better experiences!
TRANSCRIPT
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NPS implementation
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Do you remember what do we want?
More and better experiences!
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At this session we will talk about
‘better’ part
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Quality VS Satisfaction
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Quality | The actual vs. the standard Set by the organization providing the product
Satisfaction | The actual vs. the standard Set by the individual experiencing it
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Watch the logic!
1. Super customer experience cause customer super satisfaction.
2. Customer super satisfaction causecustomer extreme loyalty and love <3
So we can measure quality of experience we provide by measuring customer loyalty!
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How to measure customer loyalty?
Net Promoter Score
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NPS is based on the fundamental that organization’s customers can be divided into three categories: Promoters, Passives, and Detractors.
And one simple question can define which group customer join:
“How highly would you recommend this experience to your friends and colleagues on a scale from 0 to 10?”
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-100 100
0
50
!
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HOW DOES IT WORK?
• Matched• Realized• Completed (went home)
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HOW DOES IT WORK?
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Important points
• Comparing just entities’ NPS numbers is incorrect
• Goals set based on “evolution” or trend of NPS score
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1) Fire-fighting: Solve customer’s concerns
Follo
w-u
p Re
ques
ted
Open Case In Progress
Close Case
UNSATISFACTORY EXPERIENCE
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Fire-fighting
Case-solving systemFast reactingMonitoring
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2) Innovation :
PROCESS IMPROVEMENT &
INNOVATIONMARKET & PRODUCT
INNOVATION
CUSTOMER FEEDBACK
Reference, Harvard Business Review, May 209, Manage Customer-Centric Innovation, Systematically)
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Process improvement
To know why people like or dislike this
programwhich things need improvementTo evolve your processes!
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3) Brand XP Team: Showcasing Impact
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Marketing
To know why people like this programwhy people chose this programTo designnew projects and new products
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How often we need to check it
Process improvement
Fire-fighting
Marketing
All programs: Every day!
GCDPi – after realizationGCDPo - after realization, use in
reintegration and after recruitment (when OPS is conducted)
GIPi – once a monthGIPo – as GCDPoTM – 1 month after recruitment, 2
months after recruitment, right before next recruitment
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Who needs to check it?
Process improvement
Fire-fighting
Marketing
LC NPS Responsible and LCP
VP Communication
VP Program
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Scheme of work
MC NPS responsible
LC NPS responsible
MCVPs Programs
LCVPs Programs
NPS System
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Platform for it
www.Cg-express.com
You all have LC Logins
User name:[email protected]: LcnamenpsEx: [email protected] Passwords and Enjoy
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Next Training
• Q&As about system.• Showcasing Stories from the network.• Technical Training about different parts of the
platform