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NPS implementation

NPS implementation. Do you remember what do we want?. More and better experiences!. At this session we will talk about ‘ better ’ part. Quality VS Satisfaction. Quality | The actual vs. the standard Set by the organization providing the product.

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NPS implementation

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  1. NPS implementation

  2. Do you remember what do we want? More and better experiences!

  3. At this session we will talk about ‘better’ part

  4. Quality VS Satisfaction

  5. 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

  6. Watch the logic! 1. Super customer experience cause customer super satisfaction. 2. Customer super satisfaction cause customer extreme loyalty and love <3 So we can measure quality of experiencewe provide by measuring customer loyalty!

  7. How to measure customer loyalty? Net Promoter Score

  8. 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?”

  9. 0  50 ! -100 100

  10. HOW DOES IT WORK? • Matched • Realized • Completed (wenthome)

  11. HOW DOES IT WORK?

  12. Important points • Comparing just entities’ NPS numbers is incorrect • Goals set based on “evolution” or trend of NPS score

  13. 1) Fire-fighting: Solve customer’s concerns UNSATISFACTORY EXPERIENCE

  14. Fire-fighting Case-solving system Fast reacting Monitoring

  15. CUSTOMER FEEDBACK 2) Innovation: Reference, Harvard Business Review, May 209, Manage Customer-Centric Innovation, Systematically)

  16. To know why people like or dislike this program which things need improvement To evolve your processes! Process improvement

  17. 3) Brand XP Team: Showcasing Impact

  18. Marketing To know why people like this program why people chose this program To design new projects and new products

  19. How often we need to check it Fire-fighting All programs: Every day! Process improvement Marketing GCDPi – after realization GCDPo- after realization, use in reintegration and after recruitment (when OPS is conducted) GIPi – once a month GIPo – as GCDPo TM – 1 month after recruitment, 2 months after recruitment, right before next recruitment

  20. Who needs to check it? LCNPS Responsible and LCP Process improvement Fire-fighting VP Communication Marketing VP Program

  21. Scheme of work

  22. Platform for it www.Cg-express.com You all have LC Logins User name:AIESECLcname@aiesec.netPassword: Lcnamenps Ex:AIESECAUC@aiesec.net Change Passwords and Enjoy

  23. Next Training • Q&As about system. • Showcasing Stories from the network. • Technical Training about different parts of the platform

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