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Outsourced Net Promoter System NPS Implementation

Futurelab
Futurelab
FuturelabFuturelab

Starting, implementing and running your own NPS programme is hard for many companies. We describe an outsourced hassle-free approach to implementing your own NPS program.

Outsourced Net Promoter System NPS Implementation

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FUTURELAB
FUTURELAB
Net Promoter programmes fine-tuned to your capacity and budget.
FUTURELAB
Outsourced NPS® Solutions
FUTURELAB
FUTURELAB
A full scale NPS…
but affordably?
As a specialist implementing Net Promoter System, you need a
reliable solution for data collection and presentation.
But finding the one that suits YOU often proves difficult.
Low budget online systems are a good starting point, but they are
often limited in capacity, and inflexible in design.
And modern Voice of Customer solutions with flashy dashboards and
advanced reporting require significant investment in cash and time.
So it seems like you can only buy either a tricycle – or a racing car.
But where are the smart solutions?
Something that will do the job without taking all your time or breaking
your bank account?
A full Net Promoter Programme, but affordably?
FUTURELAB
FUTURELAB
Can you make it happen?
The pressure to improve Customer Experience (CX) is on.
But in a mid-sized company, CX budgets are tough to get.
And getting people to spend time on a Voice of Customer
project can be even tougher. Yet other solutions still imply
spending either a lot of time or much money on getting the
Net Promoter System and programme fine-tuned to your
needs.
At the same time, other tough questions emerge:
• How do I start?
• What’s the Return on Investment?
• How do I align the people?
• What if I can’t do it alone?
How do I get what I need without all the extra cost?
FUTURELAB
FUTURELAB
Yes, you can!
With Futurelab’s Outsourced NPS Solutions
you can now get your Net Promoter Programme
as elaborated and flexible as you want it,
without investing much time – or budget –
or human resource!
Combine the best of large scale solutions with the
speed and affordability of a lean and agile system:
• Hassle-free kick off and roll out
• Dedicated NPS manager
• System setup 100% fine-tuned to your needs
• Fully outsourced data collection and analysis
• Role-based reporting
• CX and NPS training for your people
• Experts and interim support at call
FUTURELAB
5
The Outsourced NPS offering:
 A multi-disciplinary team lead by an
experienced Net Promoter specialist
 An advanced online system for data
collection, analysis and presentation
(powered by Confirmit)
 A classic NPS survey
in your corporate branding
 Multi-language options
 Action Management for the Closed Loop
 Live online dashboards and regular
reports in your mailbox
 Presentations for the leadership and
Activation workshops for your colleagues
 ONE person to manage the project on
your side (we do all the rest):
~ 4 hours a week during pilot
~ 1 day a month during roll-out
~ 2 days for every workshop
preparation and delivery
 Your customers’ contact database (we
help with easy data transfer)
 NO own IT manager (we set up the
system)
 NO need to clean the data (we do that too)
 NO specialists.
What you get: To make it work, you need:
FUTURELAB
Choose the format that suits you
6
Beginner High Performer
If you are making your first steps in Net
Promoter, the Beginner package is the right
one for you:
• Your Net Promoter Score and top line data
analysis
• Customer verbatims categorised
• Recommendations and next steps
• Quarterly Face-to-face presentation to
management
• Activation workshop for the team
From € 2,500 a month.
Aspiring
If you consider yourself NPS savvy and
are ready for a bigger game, select this
option. It includes all the options of the
Beginner package, and in addition:
• Closed Loop system including action
management
• Training for your colleagues
• Role-based reporting
• Multi-language surveys and dashboards
From € 5,000 a month.
This package is for those NPS masters who
want to reach for the stars and take things
to a whole new level. High Performer
includes all options of the Aspiring package,
and in addition:
• Promoter Activation programs
• Employee Motivation programs
• Leadership Engagement programs
• Customer Strategy consulting & interim
CX/NPS management
Call us.
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Outsourced Net Promoter System NPS Implementation

  • 1. FUTURELAB FUTURELAB Net Promoter programmes fine-tuned to your capacity and budget. FUTURELAB Outsourced NPS® Solutions
  • 2. FUTURELAB FUTURELAB A full scale NPS… but affordably? As a specialist implementing Net Promoter System, you need a reliable solution for data collection and presentation. But finding the one that suits YOU often proves difficult. Low budget online systems are a good starting point, but they are often limited in capacity, and inflexible in design. And modern Voice of Customer solutions with flashy dashboards and advanced reporting require significant investment in cash and time. So it seems like you can only buy either a tricycle – or a racing car. But where are the smart solutions? Something that will do the job without taking all your time or breaking your bank account? A full Net Promoter Programme, but affordably?
  • 3. FUTURELAB FUTURELAB Can you make it happen? The pressure to improve Customer Experience (CX) is on. But in a mid-sized company, CX budgets are tough to get. And getting people to spend time on a Voice of Customer project can be even tougher. Yet other solutions still imply spending either a lot of time or much money on getting the Net Promoter System and programme fine-tuned to your needs. At the same time, other tough questions emerge: • How do I start? • What’s the Return on Investment? • How do I align the people? • What if I can’t do it alone? How do I get what I need without all the extra cost?
  • 4. FUTURELAB FUTURELAB Yes, you can! With Futurelab’s Outsourced NPS Solutions you can now get your Net Promoter Programme as elaborated and flexible as you want it, without investing much time – or budget – or human resource! Combine the best of large scale solutions with the speed and affordability of a lean and agile system: • Hassle-free kick off and roll out • Dedicated NPS manager • System setup 100% fine-tuned to your needs • Fully outsourced data collection and analysis • Role-based reporting • CX and NPS training for your people • Experts and interim support at call
  • 5. FUTURELAB 5 The Outsourced NPS offering:  A multi-disciplinary team lead by an experienced Net Promoter specialist  An advanced online system for data collection, analysis and presentation (powered by Confirmit)  A classic NPS survey in your corporate branding  Multi-language options  Action Management for the Closed Loop  Live online dashboards and regular reports in your mailbox  Presentations for the leadership and Activation workshops for your colleagues  ONE person to manage the project on your side (we do all the rest): ~ 4 hours a week during pilot ~ 1 day a month during roll-out ~ 2 days for every workshop preparation and delivery  Your customers’ contact database (we help with easy data transfer)  NO own IT manager (we set up the system)  NO need to clean the data (we do that too)  NO specialists. What you get: To make it work, you need:
  • 6. FUTURELAB Choose the format that suits you 6 Beginner High Performer If you are making your first steps in Net Promoter, the Beginner package is the right one for you: • Your Net Promoter Score and top line data analysis • Customer verbatims categorised • Recommendations and next steps • Quarterly Face-to-face presentation to management • Activation workshop for the team From € 2,500 a month. Aspiring If you consider yourself NPS savvy and are ready for a bigger game, select this option. It includes all the options of the Beginner package, and in addition: • Closed Loop system including action management • Training for your colleagues • Role-based reporting • Multi-language surveys and dashboards From € 5,000 a month. This package is for those NPS masters who want to reach for the stars and take things to a whole new level. High Performer includes all options of the Aspiring package, and in addition: • Promoter Activation programs • Employee Motivation programs • Leadership Engagement programs • Customer Strategy consulting & interim CX/NPS management Call us.
  • 7. FUTURELAB 7. • Project planning • Kick-off meeting (1 full day workshop) • Explain NPS to your colleagues • Align on process and deliverables • Agree on roles and responsibilities (who does what when) • Discuss the set up of the closed loop • Appoint the Futurelab + Client NPS project team • Collect and analyse existing data • Conduct key stakeholder interviews to learn about needs and preferences for reporting, etc. • Design and approve the survey (questionnaire, sample, invite and reminder text, languages, etc.) • Set up reporting setup • Set up Action Management and train in Closing the Loop • Launch the survey • Test and send out invites • Test and send out reminders • Monitor process • Monitor surveys • Monitor Action Management (if necessary) • Intermediate reporting (how the survey is going) • Red-flagging Detractors for action • Analysis • Analyse pilot data • Categorise customer comments • Compile NPS report • Prepare Activation workshop • Run Activation workshop • Reporting out on results • Converting NPS insights into actions and planning for you Project plan. Team composition. Aligned expectations. Online survey. Online reportal (if required). Live reportal (if required). Action Management (if required) Survey results report with verbatim classification. Action plan & Roadmap Kick-off & Pilot Preparation Survey and Closed Loop set up Survey Execution Reporting and Activation Workshop Steps Activities Deliverables Week 1-2 Weeks 3-4 Weeks 5-6 Weeks 7-8 Your Process: a Pilot Example
  • 8. FUTURELAB 8. Your Core Team: Marina Natanova Investigator | Atom-splitter A strategist with extensive experience in NPS and Voice of Customer programmes, Marina leads our Research department helping you get the right customer insight and translate it into actions. Lynn van Wezemael Scientist | Driver of Change With her two Masters and a PhD, Lynn brings academic rigour to customer-centricity. She leads the research team and our biggest NPS projects while commanding a team of analysts and translators. Stefan Kolle Inspirer | CX Rock star Our Founder and Managing Director Stefan is great at encouraging companies to give their businesses a boost of growth through meaningful innovation in customer experience.
  • 9. FUTURELAB If your organisation needs a drop-in expert to help with your NPS programme, or an interim CX manager – call one from our pool of specialists. We can bring the right person to join your team. 9. Your Interim Support & Experts: Julia Beck Driver of Change | Coach An Expert on customer focused change >25 years' experience. Julia’s marketing and change expertise is well combined with her understanding of corporate realities. Laurent Bouty Marketer | Make-it-happen Passionate like an artist, number- driven like a banker, and result oriented like an engineer, Laurent helps leading companies articulate, execute and present their customer centric strategies. Pierre-Emmanuel Fobe Operationaliser | Change driver As Go2market leader and C-suite supporter, Pierre knows what a company needs, how to develop it, and how to drive implementation. Gitta Grobert Loyalty Creator | NPS Wizard For Gitta, happy customers are a guarantee for long-term business success. She is a creative communication and loyalty expert, and a true customer enthusiast. Jaap Wilms CX Adventurer | NPS Magician Jaap is a passionate storyteller who has taken NPS programmes to the next level all over the world. Inspiring and sleeves rolled up he brings energy to your company. Rosaria Cirillo Change Driver | NPS Devotee Rosaria wants to create a better world where companies deliver WOW to their customers – and create happiness driven growth. She is an analytical change agent, speaker & trainer. Juan Alegre Service Designer | CX Philosopher Juan creates multi-channel customer experience and CRM strategies for large service organizations. His favourites are service design and NPS implementation. Mikkel Korntved Loyalty Guru | Growth Accelerator Mikkel has a holistic understanding how strong customer relationships drive business - a growth opportunity he likes to provides to many companies in Scandinavia. Alain Thys Customer Strategist | Storyteller Alain is on a mission to make the world a more customer-friendly place. Not just because it’s nice, but because he knows: Customer Centricity is the most profitable strategy any business can pursue.
  • 10. FUTURELAB Our Technology Partner 10 The company: Cooperation examples: Leading organizations around the globe rely on Confirmit to transform customer feedback into better business results. With Confirmit tools CX managers across the globe design and manage effective Voice of the Customer programs and leverage Employee Engagement, making significant impact on business performance. Founded in 1996 in Oslo, Norway, Confirmit has since developed into a global organisation with 9 offices, 450+ staff worldwide, and over 800 clients in 100 countries. The Tool: Confirmit Horizons Confirmit Horizons is a flexible, multi-channel software platform for Customer Experience, Voice of the Employee, and Market Research programs. It provides a one-stop, feature-rich solution to gain maximum value and insight from all feedback and research projects. Confirmit Horizons features: • Survey Design & Multi-Channel Data Collection • Dashboards, Reporting & Analysis • Role-based output • Mobile integrations • Social and text analyses • Panels Futurelab Research uses Confirmit Horizons for the purposes of conducting the surveys for our clients, as well as our own research projects. Some remarkable examples: • Weber 2015 Retail 360 project • STIHL mystery shopping • Futurelab’s Customer Centricity Maturity Assessment, etc. • Outsourced NPS for DELA, Sonepar, etc. Together with Confirmit, Futurelab also conducts regular webinars on Customer Experience and Voice of Customer topics.
  • 11. FUTURELAB FAQ 11 YES. We use Confirmit Horizons platform which is compliant with the European Data Protection law. It is ranked A+ by McAfee for security. The hosting is through Rackspace, the global leader. Is your software secure? YES. You can send out the survey invitation by yourself. In this case, we will simply provide you with unique links for every customer you would like to contact. Can WE send the invites? NO. We do not only dump a thick report on your desk. Apart from delivering survey data, we help you make the change happen by turning the survey insights into business ideas. But most importantly, we help you drive action around them, and measure the outcomes of those actions. We love to be hands on. Is it just research? YES. Unlike most other market research, we do not need any kind of opt-in to speak to your customers to ask them how they think. We have all compliant data security procedures in place. Is NPS GPRD-compliant? NO. You can simply start with a pilot. And if you realise it is not for you, we part there and then. But if you do like it and want to continue with us, we are all up for growing old together. Is it only for the long term? NO. We are your NPS team as of now. IT, analysts, trainers, C-level speakers: we provide them all. We will need you to have only one person working on the project on your side. Do I have to have a team? YES. You can stop with us with a 3 months’ warning. If you would like to continue without us, you will have to obtain the Confirmit license. We will then migrate the data into your system. Can I go solo?
  • 12. Let’s talk customer – contact us for a call or a cup of coffee: Stefan Kolle Managing Director sko@futurelab.net +32 473 88 89 96 We make Customer-Centricity happen. Profitably. Marina Natanova Head of Research mna@futurelab.net +32 473 88 89 96 Interested? Inspired? Curious? Questions?
  • 14. FUTURELAB Reminder: What is Net Promoter ? 14 Why should you start with NPS ?  It is the quickest and simplest measurement of your client’s attitude to you  You will get deep understanding of the reasons for their happiness – or dissatisfaction  You can use the results to take immediate action to improve your relationship with the client, AND – and to plan your long-term improvements Who else is doing this?  The method is internationally acclaimed and used by the most customer-centric businesses around the world  It is suitable for evaluating both overall relationships with the client, or individual most important moments (touchpoints) in the client’s lifecycle  The size of the company does not matter. Because of individual approach, it works for small companies even better than for the big ones The Power of Recommendation - Net Promoter Score ® The Net Promoter Score and system is one of the most important ways to track your customers attitude to your brand, services and company. It is based on the simple question: How likely are you to recommend? The answer of this question divides your customers into three categories: 0 1 2 3 4 5 6 7 8 9 10 0 = very unlikely 10 = very likely Detractors Passives Promoters • They are unhappy with you • They can damage your brand • They are source of negative word of mouth • They are always sceptic • Maybe they are Promoters of your competition • They are relatively satisfied • They compare your offers • They negotiate • They look at competitors • They need excellent service • They spend more • They negotiate less • They stay longer • They are easier to service • They upgrade quicker minus = NPS Net Promoter, Net Promoter Score, Net Promoter System, and NPS are trademark of Satmetrix Inc., Bain and Co., and Fred Reichheld.
  • 15. FUTURELAB NPS® programme: development Starting out Upgrading Established • Analyse improvement suggestions • Implement Brilliant Basics: design the standards and KPIs that help to avoid Passives turning to Detractors • Start turning Passives to Promoters (take the experience one notch up): program design and training. The Program • Make a Business Case: Customer Lifetime Value calculation. • Engage people: NPS Activation workshops and training. • Score to System (NPS roll-out as a company-wide KPI): implementation • Engage people: NPS Activation workshops and training. • NPS Calibrate: Net Promoter program revision and fine-tuning • Engage people: NPS Activation workshops and training. • Analyse reasons for detraction • Pilot the Tactical Closed Loop: Process design, and training. • Run the Root cause analysis • Roll out full Tactical Closed Loop on Detractors: Process design and training. • Run the Root cause analysis • Roll out full Strategic Loop: Process: process design and training. Detractors Passives • Analyse reasons for promotion • Implement Advocacy Moments (moments that drive word of mouth): Program design and implementation. Promoters • Identify Promoter Personas and their motives to promote: analysis • Start Promoter Activation: program design and implementation • Ad hoc Loyalty program development
  • 16. FUTURELAB Some Net Promoter ® References 16 ING Insurance (now Nationale Nederlanden) • Align & upgrade the international customer experience • Start a people movement around the We Care mantra • Set organisational / behavioural front-line standards Toyota Europe (EMEA) • Pilot and implement the NPS transformation program • Implement Closed Loop & behaviour change in dealerships • Pilot Passives to Promoters program (ongoing) Mercedes Benz Global Customer Assistance Centre • Customer strategy and transformation road mapping • Pilot NPS study • Insights into actions programme Vodafone CZ • NPS business case • WoM economics modelling • Competitive NPS benchmarking Sonepar Germany • NPS Pilot for retail locations • Outsourced NPS programme roll out 20 regions (in progress) Touring Assistance Belgium • Create and align the AS IS and TO BE Customer Journey Framework • Pilot NPS study Shapeways (USA / NL) • Pilot and launch the NPS survey • Run NPS-related database analysis Deutsche Bank BE • Introduction of NPS • Promoter Persona Discovery project Weber-Stephen (EMEA) • Pilot and regularly run EMEA-wide NPS surveys • Retail 360 NPS-based survey and analytics project • B2B / eNPS measurement DELA Insurances BE • Pilot and roll out the outsourced NPS program • Implement Closed loop program • Culture & behaviour change program (in progress)
  • 17. We make Customer Centricity happen. Profitably. Industry expertise A structured approach for automotive firms to embed the customer perspective in every aspect of their business, from customer journey development to POS training Automotive A structured approach for telecommunication firms to embed the customer perspective in every aspect of their business. Telecommunications A skilled multi-language team for EMEA clients B2B and B2C Credentials To make the world a more customer-friendly place (for fun & profit) Our Purpose We make customer experience happen. Profitably.Our Promise Who are we? What do we do? A structured approach for B2B firms to loyalize customers, improve share of wallet, and save accounts at risk. NPS, customer journey, and other key tools. Business to Business We are Customer Experience Architects. Futurelab is the European customer experience (CX) consultancy. For more than 15 years we help our clients understand the needs of their customers, develop better customer experience, and draw profit from customers’ loyalty and word of mouth. We call ourselves “Customer Experience Architects” because we help you dream, design, launch and implement your CX program – just like an architect helps a client to dream, design and create a new building. We listen to your needs, evaluate your current situation, and plan projects with your team, managing your agencies and vendors towards the desired result. But we don't stop just there: like any good architect, we stay with you overseeing the implementation process, making sure that projects are on track, the necessary processes are created, and your people learn necessary skill sets. This is why our services fit your needs – from customer strategy development and NPS ® pilots to all-company customer centricity trainings. Our focus is on identifying quick wins and drive the ROI of any project. Through our offices in Germany and Belgium, as well as our associates in many other countries, we are always close to you. Own offices Antwerp, Stuttgart Network partners Copenhagen, Prague Representations Valencia, Moscow

Editor's Notes

  1. approved by Ayub Irawan from the Noun Project
  2. Idea by WeiKang Wang from the Noun Project Science by Mint Shirt from the Noun Project Police Investigation By Rflor from the Noun Project