More and better experiences At this session we will talk about better part Quality VS Satisfaction Quality The actual vs the standard Set by the organization providing the product ID: 813145
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Slide1
NPS implementation
Slide2Do you remember what do we want?
More and
better experiences!
Slide3At this session we will talk about
‘
better
’
part
Slide4Quality VS Satisfaction
Slide5Quality
| The actual vs. the standard
Set by the organization providing the product
Satisfaction
|
The actual vs. the standard
Set by the
individual experiencing it
Slide6Watch the logic!
1. Super customer experience cause
customer super satisfaction.
2. Customer super satisfaction cause
customer extreme loyalty and love <3
So we can measure
quality of experience
we provide by measuring
customer loyalty
!
Slide7How to measure customer loyalty?
N
et
P
romoter
S
core
Slide8NPS
is based on the
fundamental that organization’s
customers can be divided into three categories:
Promoters, Passives, and Detractors.
And one simple
question can define which group customer join:
“
How highly
would you recommend this experience to your friends and colleagues on a scale from 0 to 10?”
Slide9Slide10-100
100
0
50
!
Slide11HOW DOES IT WORK?
Matched
Realized
Completed
(went home)
Slide12HOW DOES IT WORK?
Slide13Important points
Comparing just entities’ NPS numbers is incorrect
Goals set based on “evolution” or trend of NPS score
Slide141) Fire-fighting
:
Solve customer’
s
concerns
UNSATISFACTORY EXPERIENCE
Slide15Fire-fighting
Case-solving system
Fast reacting
Monitoring
Slide162) Innovation
:
CUSTOMER FEEDBACK
Reference, Harvard Business Review, May 209, Manage Customer-Centric Innovation, Systematically)
Slide17Process improvement
To know
why people like or dislike this program
w
hich
things
need improvement
To
evolve your processes!
Slide183
)
Brand XP Team
:
Showcasing Impact
Slide19Marketing
To know
why people like this program
why people chose this program
To design
new projects and new products
Slide20How often we need to check it
Process improvement
Fire-fighting
Marketing
All programs: Every day!
GCDPi
– after realization
GCDPo
- after realization, use in reintegration and after recruitment (when OPS is conducted)
GIPi
– once a month
GIPo
– as
GCDPo
TM
– 1 month after recruitment, 2 months after recruitment, right before next recruitment
Slide21Who needs to check it?
Process improvement
Fire-fighting
Marketing
LC
NPS
Responsible
and LCP
VP Communication
VP Program
Slide22Scheme of work
Slide23Platform for it
www.Cg-express.com
You all have LC Logins
User
name:AIESECLcname@aiesec.netPassword: LcnamenpsEx: AIESECAUC@aiesec.netChange Passwords and Enjoy
Slide24Next Training
Q&As about system.
Showcasing Stories from the network.
Technical Training about different parts of the platform