CUSTOMER EXPERIENCE AND NPS® Journey
Closing loops – Listening to customers.
- Internal sharing process
- Coverage
- Defining key journeys
Frontline Supervisory – The score does not matter. Your feedback and action matter
Service Recovery
Determining corrective actions andcoaching
Institutional MemoryBuilding Best Practice
Middle Management - Empowered to fix problems - Systems & journey approach
Tactical fixes
Communication Analysis
Quality processes
Communications Sharing results
Coaching, role models and legends
Strategic fixes
Strategic decisions on Policies that lead to detractors
$ Target setting and Critical Project Management
Senior Management - Define the Key North Star Metrics. What does a movement of means?
A tool of inspiration of
Walk the talk
Walk the talk
Executive Accountability
Define Mission Critical projects and investments
Define Mission Critical projects and investments
Validate NPS – $ link
Listening for innovation
Maintain momentum
Maintain momentum
