Net Promoter System® Program Development & Implementation Services
When it comes to customer experience, feedback and metrics are your barometer, and the data you collect is your guide.
We will consult with you, to ensure that each of the following are defined, directed and optimized, enabling us to work together to find solutions to each challenge.
Measuring customer experience does not only provide valuable data, it can be used to add true value to your business, including the ability to identify transactional touch points, consumer behaviors, and higher overall satisfaction.
Client Company can help you close the loop between employees and customers, allowing feedback and data to impact and improve customer experience processes.
Measuring Net Promoter Score
To put Customer Experience focus to your business you should start to develop a Customer Experience Strategy and Roadmap.
Output of this work stream will enable you to prioritize and invest in the right improvements that will really count.
Where to start, what to improve, why and how takes four stages:
The CX Strategy: What experience do you want to deliver to your customers? This TO BE experience defined in a clear and strategic CX Strategy is key because it details how you plan to differentiate the experience you deliver from your competitors, thus making customer experience your key competitive advantage.
The AS IS Experience: What experience are you delivering to your customers today during their end-to-end lifecycle with you? A profound and structured understanding of this experience, the pain points and moments of truth, is crucial to know where you stand versus the TO BE experience described in your CX Strategy.
A gap analysis of your AS IS experience vs your TO BE experience
A roadmap with improvement tactics and governance structure to close the gaps.
"Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc."