Step 5: Act
If you don’t change the experience, why would you expect the NPS to change? How can we expect our customers to be more loyal if we don't continuously improve their interactions with the company?
Build an operating cadence that reinforces the importance of improving NPS and keeps the customer high in the priority list.
Action logs drive accountability
Build a culture of accountability by accurately capturing the actions taken and planned by each team. Include owners, timelines and due dates and share the updated log weekly.
Experiment
Run small, controlled experiments of new processes deployed to a controlled group of customers. By rapidly iterating, and failing or winning quickly, you will drive significant, measurable improvement in NPS with minimal risk and lower total cost.
Repeat
The job of improving your customer experience will never be complete. This approach builds Cx measurement into your regular operating systems so that you never lose focus on the customer.
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We can help
Chapman Management Solutions has deployed Cx measurement models at large and small B2C and B2B businesses. We can help you to implement a simplified approach to get actionable insights quickly. That’s how you create a Magical Customer Experience that will deliver long-term, sustainable growth.
Call 289.885.3878 now to learn more about our do-it-yourself online Cx Measurement training program.
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