NPS implementation

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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