why use nps?
DESCRIPTION
Understanding how NPS can help you change your organizationTRANSCRIPT
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Why use NPS?
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”CUSTOMER EXPERIENCE IS NOT A DEPARTMENT IT’S A
BEHAVIOUR”
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of buying experiences are based on how the customer feels he/she
is being treated
70% Source: Hubspot
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of customers, who are having a poor service, talk to other people
about them.
56% Source: ECHO customer service survey 2012
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The customers perception of your company…
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…is formed by every small interaction with you
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that’s just statistics, it doesn't apply for your company?
HEY
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Your business is always at stake.
ATTENTION!!!
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…so how can you know when customers are happy?
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ASKING THE ULTIMATE QUESTION: “HOW LIKELY IS IT THAT YOU WOULD RECOMMEND US TO A FRIEND OR COLLEAGUE?”
STEP 1: Sort customers How likely is it that you would recommend Telenor to a friend or colleague?
STEP 2: Close the Loop
Root Cause
WHAT WHY
HOW
STEP 3: Make Loyalty a Top Priority
Line of sight for all employees
NPS
Celebrate customer heroes
2 1 3
Report NPS along with financial metrics
Customers
Frontline
Managers
Executives
Learn & Im
prove
Promoter
Passive
Detractor
Brand NPS
Touch Point NPS
THE NPS SYSTEM
12 Source: Bain & Company
THE ROAD TO GREAT CUSTOMER EXPERIENCE
WHY USE NPS?
Easy to understand,
calculate and communicate
A common language
across the organization
Systematic process of
driving actions
Nobody likes a negative
score
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…BUT MOST OF ALL it’s a tool to change an organizations behaviour to keep focus on the customer
Thank you Contact information: [email protected]