Learn how to make your business a customer service leader with this webinar (broadcast 9 April 2013): Six ways to operate a world class NPS program. Michel, formerly of 1-800 GOT JUNK, and a Net Promoter(R) expert, sums up as follows: 1. Increase Good, Reduce Bad 2. Share Share Share 3. Score good, comments better 4. Embed NPS in company DNA 5. Patience 6. Understand ROI, stay motivated In the Q&A, the discussions were around improving response.

1. SIX WAYS
TO OPERATE A
WORLD-CLASS
NPS PROGRAM
Webinar
9 April 2013
Michel Falcon
Falcon Consulting Group
With
Adam Dorrell, Rhys Wesley
*Net Promoter, NPS, and Net Promoter Score are trademarks of CustomerGauge
Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.

2. ADVERTISEMENT
A word about CustomerGauge…
• CustomerGauge is the leading real-time
Net Promoter® measurement platform.
– Complete workflow and service recovery
system
– B2b, b2c and b2e solutions
– Automated reporting and digital signage
– Automated, with integrations to CRM
systems including SalesForce.com
– 32 languages (reporting system in EN,
DE, ES, FR, NL, CN)
• Launched 2007
• HQ Amsterdam, global coverage with
partners

3. Introduc)on*
Michel'Falcon:'Principal,'Founder'–'
Falcon'Consul6ng'Group'(FCG)'
'
FCG:'A'consul6ng'agency'that'specializes'
in'helping'organiza6ons'build'the'right'
systems'to'deliver'world'class'customer'
service.'
www.fcgrp.com'
TwiFer'='@michelfalcon'
Linkedin'='Michel'Falcon'
michel@fcgrp.com'
'
'

4. #1.*Create*Ini)a)ves*to*Increase*the*Good*and*
Reduce*the*Bad*
!
• Too'oKen'organiza6ons'let'their'customer'data'sit'in'‘virtual'
storage'units.’'
'
• Ask'your'customers'what'you'are'doing'well'and'repeat.'
Understand'the'‘why.’'
'
• Be'eager'to'discover'the'bad'and'build'ini6a6ves'to'reduce'
your'customers'aversions.'
'
• “Your'most'unhappy'customers'are'your'greatest'source'of'
learning.”'–Bill'Gates'

5. #2.*Share,*Share,*Share!*
!
• Everyone'from'the'CEO'to'the'frontline'employees'should'be'
able'to'recite'why'you'have'Promoters'and'Detractors.'
'
• Share'the'data'to'empower'your'employees'to'“Drive'WOW'
Now!”'
'
• Educated'employees'feel'invested'in'and'deliver'beFer'results.'

6. #3.*The*Score*is*for*the*Scoreboard,*the*
Comments*are*for*the*Playbook*
!
• Stop'obsessing'over'the'actual'score'
• Keep'your'finger'on'the'pulse'of'your'score'and'put'the'
comments'under'a'microscope'
'
• Learn'without'barriers'

7. #4.*Embed*NPS*into*the*DNA*of*the*company*
!
• NPS'is'a'great'way'to'‘drive'culture.’'
'
• Regardless'of'responsibility'and'posi6on,'everyone'should'go'
through'NPS'training.'

8. #5.*Prac)ce*Pa)ence*
!
• Analyze'carefully'to'truly'understand'your'customers.'
'
• Customer'experience'is'not'an'overnight'success'it’s'a'
commitment.'
'
• “We'are'willing'to'be'misunderstood'for'long'periods'of'6me.”'
–'Jeff'Bezos'(CEO,'Founder'Amazon)'

9. #6.*Understand*the*Financial*ROI*to*Stay*
Mo)vated*
!
• AKer'you’ve'understood'your'customers'behaviours,'begin'to'
understand'the'monetary'benefits'for'delivering'WOW'service'
'
• What'is'your'Customer'Time'Value'(CLV)'and'Customer'Network'
Value'(CNV)?'
• Chris'Zane'(Zane'Cycles)'
• American'Express'

10. Recap:'6'Ways'to'operate'a'world'class'NPS'
Program'
!
1. Increase*Good,*Reduce*Bad**
2. Share*Share*Share**
3. Score*good,*comments*be:er**
4. Embed*NPS*in*company*DNA**
5. PaEence**
6. Understand*ROI,*stay*moEvated*

11. Thank*You!*
!
• Q&A'
• Ques6ons'and'contacts:'
• info@customergauge.com'
• michel@fcgrp.com'
'
'