SIX WAYS TO OPERATE A WORLD-CLASS NPS PROGRAM

*Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.

Webinar 9 April 2013

Michel Falcon Falcon Consulting Group With Adam Dorrell, Rhys Wesley CustomerGauge

A word about CustomerGauge…

•  CustomerGauge is the leading real-time Net Promoter® measurement platform.

–  Complete workflow and service recovery system

–  B2b, b2c and b2e solutions –  Automated reporting and digital signage –  Automated, with integrations to CRM

systems including SalesForce.com –  32 languages (reporting system in EN,

DE, ES, FR, NL, CN) •  Launched 2007 •  HQ Amsterdam, global coverage with

partners

A D V E R T I S E M E N T

Introduc)on*

Michel'Falcon:'Principal,'Founder'–'Falcon'Consul6ng'Group'(FCG)'

'FCG:'A'consul6ng'agency'that'specializes'in'helping'organiza6ons'build'the'right'systems'to'deliver'world'class'customer'service.'www.fcgrp.com'TwiFer'='@michelfalcon'Linkedin'='Michel'Falcon'michel@fcgrp.com'

''

'

!•  Too'oKen'organiza6ons'let'their'customer'data'sit'in'‘virtual'

storage'units.’''•  Ask'your'customers'what'you'are'doing'well'and'repeat.'

Understand'the'‘why.’''•  Be'eager'to'discover'the'bad'and'build'ini6a6ves'to'reduce'

your'customers'aversions.''•  “Your'most'unhappy'customers'are'your'greatest'source'of'

learning.”'–Bill'Gates'

#1.*Create*Ini)a)ves*to*Increase*the*Good*and*Reduce*the*Bad*

!•  Everyone'from'the'CEO'to'the'frontline'employees'should'be'

able'to'recite'why'you'have'Promoters'and'Detractors.''•  Share'the'data'to'empower'your'employees'to'“Drive'WOW'

Now!”''•  Educated'employees'feel'invested'in'and'deliver'beFer'results.'

#2.*Share,*Share,*Share!*

!•  Stop'obsessing'over'the'actual'score'

•  Keep'your'finger'on'the'pulse'of'your'score'and'put'the'comments'under'a'microscope'

'•  Learn'without'barriers'

#3.*The*Score*is*for*the*Scoreboard,*the*Comments*are*for*the*Playbook*

!•  NPS'is'a'great'way'to'‘drive'culture.’''•  Regardless'of'responsibility'and'posi6on,'everyone'should'go'

through'NPS'training.'

#4.*Embed*NPS*into*the*DNA*of*the*company*

!•  Analyze'carefully'to'truly'understand'your'customers.''•  Customer'experience'is'not'an'overnight'success'it’s'a'

commitment.''•  “We'are'willing'to'be'misunderstood'for'long'periods'of'6me.”'

–'Jeff'Bezos'(CEO,'Founder'Amazon)'

#5.*Prac)ce*Pa)ence*

!•  AKer'you’ve'understood'your'customers'behaviours,'begin'to'

understand'the'monetary'benefits'for'delivering'WOW'service''•  What'is'your'Customer'Time'Value'(CLV)'and'Customer'Network'

Value'(CNV)?'•  Chris'Zane'(Zane'Cycles)'•  American'Express'

#6.*Understand*the*Financial*ROI*to*Stay*Mo)vated*

!1.  Increase*Good,*Reduce*Bad**2.  Share*Share*Share**3.  Score*good,*comments*be:er**4.  Embed*NPS*in*company*DNA**5.  PaEence**6.  Understand*ROI,*stay*moEvated*

Recap:'6'Ways'to'operate'a'world'class'NPS'Program'

!•  Q&A'

•  Ques6ons'and'contacts:'•  info@customergauge.com'•  michel@fcgrp.com'''

Thank*You!*