From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014 1 Michel Defloor (Marketing Director) Geert Martens (Partner) [email protected] @mdefloor [email protected] @geert_martens
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From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
1
Michel Defloor(Marketing Director)
Geert Martens(Partner)
[email protected]@mdefloor
[email protected]@geert_martens
From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
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From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
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“65% of top 200 globalcompanies use NPS, but few do it right”
Frederick F. Reichheld
From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
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“65% of top 200 globalcompanies use NPS,
but do it wrong”Frederick F. Reichheld
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From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
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T I M E
VA
LUE
Measuring feedback: operational maturity
From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
Net Promoter Score
Net Promoter System
high
low
negative
7
T I M E
VA
LUE
Measuring feedback: operational maturity
From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
high
low
negative
Customer Feedback Score
Customer Feedback System
8
From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
WHY?
WHO?
HOW? WHAT?
From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
why?
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Product
Price
BrandAccess
Service/Experience
Product
Price
BrandAccess
Service/Experience
From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
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From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
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From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
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From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
why?
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Remediate dissatisfaction on an individual customer level
Structurally improve the customer experience
Complete the single customer view Motivate &
reward employees
Increase the customer experience by showing you care
of complainers say that a simple apology would prevent them from moving to the competitionSource: NOP | Infographic by 4C Consulting
35%
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From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
what?
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From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
Customer JourneyEx
perie
nce
Ratin
g
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From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
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How likely is it that you will recommend Telenet?
From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
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BuyDelivery & Install
Use
Pay
Get Help& Change
Get Support
End to End
From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
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From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
what?
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Performance / perception at the Moments of Truth
2-5 questionsKPI + open-ended
Continuously, straight after interaction
Complete with an ‘End-to-End’ view
From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
All customers: no sampling
Beware forresources impact
Beware for survey pressure
Think beyond customers
B2B: DMU ifo interaction
who?
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From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
how?
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Dispatch
Document
Survey
Store
Customer interactione.g. “Deal closed”
Trigger
Agent / AM / Team leader / ...
Customer
Probing
Closingthe loop
From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
Integrated in CRM
Close-the-loop: service recovery workflows
Automated trigger-driven deployment
DispatchReports & dashboards
Sharing for motivation & rewards
how?
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From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
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Key take-aways
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T I M E
VA
LUE
Measuring feedback: operational maturity
From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
Net Promoter Score
Net Promoter System
high
low
negative
29
From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
WHY?
WHO?
HOW? WHAT?
Increase satisfaction on an individual levelStructurally improve the customer experienceMotivate & reward employees
Integrated within CRMDispatch & service recovery
flows
MoT + RelationKPI + open-ended questionShort & often
All customers, no samplingDMU ifo interaction
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From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
From NPS to Net Promoter System | Telenet for Business & 4C Consulting | Prepared for bdma congress 2014 | 23rd of October 2014
31
Michel Defloor(Marketing Director)
Geert Martens(Partner)
[email protected]@mdefloor
[email protected]@geert_martens
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