Understanding how NPS can help you change your organization

1. 1
Why use NPS?

2. 2
”CUSTOMER EXPERIENCE IS
NOT A DEPARTMENT IT’S A
BEHAVIOUR”

3. 3
70%
of buying experiences are based
on how the customer feels he/she
is being treated
Source: Hubspot

4. 4
56%
of customers, who are having a
poor service, talk to other people
about them.
Source: ECHO customer service survey 2012

5. The customers
perception of your
company…
5

6. 6
…is formed by every
small interaction with
you

7. 7
HEY
that’s just statistics, it doesn't
apply for your company?

8. 8
ATTENTION!!!
Your business
is always at
stake.

9. 9
…so how can you know when
customers are happy?

10. 10
ASKING THE ULTIMATE QUESTION:
“HOW LIKELY IS IT THAT YOU WOULD
RECOMMEND US TO A FRIEND OR
COLLEAGUE?”

11. THE NPS SYSTEM
STEP 1: Sort customers
How likely is it that you would recommend
Telenor to a friend or colleague?
STEP 2: Close the Loop
Root Cause
WHAT
WHY
HOW
STEP 3:
Make Loyalty a Top Priority
Line of sight for all
employees
NPS
2 1 3
Celebrate customer
heroes
Customers
Report NPS along with
financial metrics
Frontline
Managers
Executives
Learn & Improve
Promoter
Passive
Detractor
Brand NPS
Touch Point NPS

12. THE ROAD TO GREAT CUSTOMER
EXPERIENCE
12
Source: Bain & Company

13. WHY USE NPS?
Easy to
understand,
calculate and
communicate
A common
language
across the
organization
Systematic
process of
driving
actions
Nobody likes
a negative
score

14. …BUT MOST OF ALL
14
it’s a tool to change an organizations
behaviour to keep focus on the customer

15. Thank you
Contact information:
thorleif@hallund.com