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  • NPS Best Practices
    Last week I spoke at the Corinium CCO Fall Conference. One of the discussions we had was on the very popular topic of NPS and its efficacy to gauge customer satisfaction. We had such great engagement that I want to share the wisdom of the CXPA community with all of you.
    Here is what CX practitioners across industries are saying:

    How You Use NPS Makes a Big Difference

    Never compare results across titles. For example, on average a supervisor will always have a lower NPS than an agent since by design, that supervisor gets the more challenging calls. Data proves that the gap is as high as 10pts!
    When you communicate to your frontline employees, do not speak in terms of points. Rather, communicate with frontline employees in terms of actions and behaviors. The goals of achieving a certain point should end at the Manager level. In turn, Managers should know what behaviors move the needle and instruct the frontline to practice them.

    The Impact of Detractors

    It is important note that detractors give 14 times more words in their free  commentary than promoters. The difference between a great performer and a poor performer is not that one gets scored as a 10 and the other does not. Everyone gets 10s. The difference is a great performer does not get any detractors.
    Never reward an individual high score. Only reward trends. And note, it takes 15 occurrences to have a trend.

    Be Careful How You Survey

    NPS is the easiest measure to manipulate so be very careful who you survey.
    Expect your response rates to go down over time. Make sure you create a buffer when you begin your collection. For accuracy, the prevailing recommendation is to start with 3 times.
    The conclusion was unanimous. NPS alone is not a comprehensive measure of customer satisfaction. NPS must be connected to customer journey scores and operational measures in order to carry business value. It is however the metric that your CFO and CEO know and understand.
    So make sure you create those connections on the back end, but please do not share  complex models with your executives. Keep it simple. Know how to prove the dollar value, and keep reiterating.
    Good luck and feel free to reach out if you get stuck along the way!

    Culture and Access to Information

    By and large, people perceive culture as an HR discipline. The most common perception is that culture covers the soft side of performance. Culture is about how you do things, not so much about what you do. This approach to culture could not be more wrong. In fact, organizational culture is about so much more than a few words in a performance review sheet.  It is about leaders expressing values, and the action guidance their cultural behaviors provide.

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    Get Customer Experience Basics Right and You Don’t Need to Invest in Wow Moments

    Wow Moments are a Customer Experience hot topic. Customer experience professionals ideate how to build, prioritize, finance, and measure these Wow Moments. Chip and Dan Heath wrote a whole book on the topic: The Power of Moments. No Wow Moment saves you from negative word of mouth if your brand fails to get the customer experience basics right or to deliver the expected brand experience consistently.

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    How a Personal Interaction builds Customer Loyalty

    A customer-centric methodology is key to the successful outcome of my interaction with Hello Spud. It is the reason this story appears here, and not among the CX Big Fails! The company did not send an automated response. It did not deliver a message stating “sorry we couldn’t help you, would you like something else.” Instead, the company co-founder reached out to me personally across multiple channels (a handwritten note, followed by personal emails).

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