3 Ways To Stop Your Nps Program From Destroying Your Customer Experience

Book Karin & David Today three Ways to Stop Your NPS Program From Destroying Your Customer Experience I love NPS packages (Net Promoter Score)--after they’re designed and executed properly. When I was at Verizon,The Ultimate Questionwas required reading for each manager on my team. An NPS program is a robust way to measure the client experience. And today, most of my purchasers use an NPS program in a technique or another and we work to make sure that their inner metrics are helpful indicators of the view from the outside. But when implemented poorly, I’ve seen NPS programs tick off valued customers who in any other case have been having an inexpensive buyer experience. If you haven’t kicked the tires on your NPS program for some time, be sure you’re focused on the three very important areas. Customers don’t care about your internal customer scorecard. Be certain each employee in your group is aware of what matters most. Focus on the game, don’t recreation the rating. Karin Hurt, Founder of Let’s Grow Leaders, helps leaders around the globe obtain breakthrough results, with out losing their soul. A former Verizon Wireless government, she has over two decades of experience in gross sales, customer service, and HR. She was named on Inc's listing of 100 Great Leadership Speakers and American Management Association's 50 Leaders to Watch. She’s the writer of several books: Courageous Cultures: How to Build Teams of Micro-Innovators, Problem Solvers, and Customer Advocates (Harper Collins Summer 2020), Winning Well: A Manager's Guide to Getting Results-Without Losing Your Soul, Overcoming an Imperfect Boss, and Glowstone Peak. Post navigation Your e-mail address won't be published. Required fields are marked * Comment Name * Email * Website This website makes use of Akismet to cut back spam. Learn how your comment data is processed. Join the Let's Grow Leaders group for free weekly leadership insights, tools, and strategies you can use instantly!