Upload
judy-madden
View
52
Download
0
Embed Size (px)
Citation preview
The NPSSuper BowlPresented ByJudy MaddenWAH Tech
What IsNPS?
NPS is referred to as a NetPromoter Score. It is a
loyalty number thatmeasures the willingness
of a customer torecommend a product or
service.
The Ultimate Question - How likely are you to recommend DirecTV tofriends and family?And why.These answers give us the NPS scores.
1 2 3 4 5 6 7 8 9 10
DETRACTOR PASSIVE PROMOTER
Net Promoter Score Categories
Customers can be put into three categories:
A. Detractors - 1, 2, 3, 4, 5, 6 Would not recommend the product/service to others.
B. Passives - 7, 8 Satisfied, but not excited enough to recommend.
C. Promoters - 9, 10 Would highly recommend the product/service to others.
How do weimproveour NPSscores?
We need to exceed their expectations.
So howdoes theCARES!
behaviorsaffect NPS?
UseCustomer'sName
Thank ThemFor Their Business
Empathy
CustomerExperienceResolve
Issues
Take ResponsibilityFor Errors
CARES! Behaviors
Greet customer by name.
Make it personal by using your name.Keep your customer from repeatingtheir problemsRespect customer's timeAvoid unneeded transfersMake sure your customer doesn't haveto call backThank them for being a loyal DirecTVcustomer
Promoters can fix the "leaky bucket"
UseCustomer'sName
Thank ThemFor Their Business
Empathy
CustomerExperienceResolve
Issues
Take ResponsibilityFor Errors
CARES! Behaviors
We Win The NPS Super Bowl!Any Questions?