Draw up a winning game plan
Your Net Promoter program is in place. You’ve seen results. What’s your next step to keep building and managing a world-class customer experience?
Our Consulting team is there for you to help evaluate and optimize your Net Promoter program, work with teams across your business to improve performance, and ensure your processes and program management structures are in line with best practices.
|Consider your moves to improve
How well are you meeting your Net Promoter program goals? How well is the program addressing the strategic objectives of your business? Find out with our incisive Program Assessment.
Think of it as a routine physical for your Net Promoter initiatives – we’ll perform a thorough examination of your feedback program: the people, processes, and techniques that determine its effectiveness. We interview your key stakeholders, look across touchpoints, identify gaps based on best practices, help redesign program elements that aren’t working, and provide recommendations for improvement as your program matures.
Our experts have performed dozens of Program Assessments. Using an assessment framework developed through our years of experience, we’ll take you through a thorough investigation of four critical areas that inform any successful Net Promoter program:
A Program Assessment can be performed at critical stages of program development: pilot phase, annual review, maturity, or to address strategic changes in your business. At any stage, it’s a valuable way to take stock and understand how to evolve and improve your program
You’ve had a Results Analysis Presentation. Perhaps you’ve also conducted a Program Assessment. You’ve identified gaps and areas for improvement in your Net Promoter program. What do you do next?
It’s time for an Action Planning Workshop (APW). An APW is a natural segue from your RAP, where you evaluated program results; now you can engage your team across all relevant functions and create an immediate plan to build and improve on those results.
Our experienced Strategic Services team has conducted hundreds of APWs. We will involve you and your team in a productive cross-functional workshop designed to identify and prioritize actions you can take in order to improve customer experience and drive loyalty.
Together, we’ll select touch points to focus on – the ones that will have the biggest impact on improving the customer experience. We’ll take you through a root cause analysis related to those touch points, discuss and prioritize the most effective actions to address identified issues, and develop team and individual accountability related to the agreed actions. You’ll have a milestone-oriented plan based on accountability and action that your team can embrace and execute. An APW is a great team-building exercise focused on common goals and Net Promoter success.
Get in the loop
Closing the loop is one of the most fundamental aspects of any Net Promoter program. So doing it right is key to creating and managing a customer experience that demonstrates you are listening and responsive to their needs
Our Closed Loop Design gurus have designed these processes for dozens of companies – and we will help you with more than just the basics: proper alert implementation, best practices, and more. We’ll take you through a comprehensive workshop, interview your team members, and design a process that will work most successfully for you. We’ll build a plan that includes clear roles and responsibilities, response volume estimates, training, and reporting. You’ll have a closed loop plan based on years of experience and hundreds of successful implementations.
How you manage customers is only half of a model Net Promoter program. The other half is how you manage your team. You need a solid Governance Strategy to make it all sticky.
Our experts will help ensure that your program is set up and managed effectively for maximum success. We’ll help you lock down the best customer experience management model for your business. Outline roles and responsibilities for key players, and ensure accountability at all levels. Help you understand the skills and expectations needed of program champions. We’ll train your team, and set an effective communications plan that makes the whole initiative run smoothly.
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