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Using real-time feedback to drive customer experience
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10/04/2023About me
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10/04/2023Large and visible titles
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10/04/2023Our ‘End User’ Loyalty Score – an NPS alternative
Extremely Poor
1 2 3 4 5 6 7 8 9Detractors Passives Promoters
EULS% of PROMOTERS
(6 to 9)=% of
DETRACTORS(1 to 4)
-
Outstanding
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10/04/2023Key lessons
» Measure what is accurate – and even then, IS it accurate??
» Free format comments are gold dust
» Make sense of it all
» Stop ANALYSIS PARALYSIS
» Automate to innovate – free up your minds
» Use the right measure but don’t keep changing it
» Immediate Change vs long term change
» Focus on Next Steps and Making Change Happen
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10/04/2023
CHANGE: BUT NOT AS WE KNOW IT
‘There is no change unless there is behavioural change’ – Leandro Herrero
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10/04/2023USD Reports
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10/04/2023Scores
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10/04/2023Scores
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Ownership Do the right thing Fix things quickly
Make it easy! New ideas Innovate
Communicate Set expectations Meet expectations
Zero E-mail Best advice Business technologists
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10/04/2023Trends
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10/04/2023USD Reports
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10/04/2023Commentary
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10/04/2023CommentaryPAPER AEROPLANES: AN AMAZING COMMUNICATION TOOL
What are you taking away and leaving behind today?
10/04/2023
Thank youFor more information please contact:T+ 44 7891 [email protected]@experiencesam
Atos, the Atos logo, Atos Consulting, Atos Worldline, Atos Sphere, Atos Cloud and Atos WorldGrid are registered trademarks of Atos SA. June 2011
© 2011 Atos. Confidential information owned by Atos, to be used by the recipient only. This document, or any part of it, may not be reproduced, copied, circulated and/or distributed nor quoted without prior written approval from Atos.
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