QuestionPro CX - Not Just a Number: Using NPS to Improve Customer Experience
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In this special webinar, CX Expert, Shep Hyken will not only discuss NPS, but divulge his best tips on measuring Net Promoter Score to deliver a better customer experience. Join us and gain a better understanding of how you can use Net Promoter Score to measure and improve your customer experience to ultimately increase revenue. You'll learn: 1. CX Trends in 2017 2. The differences between Customer Experience and Customer Service 3. Ways to measure CX and the metrics 4. CX and Revenue Correlation 5. Top ways to improve CX
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QuestionPro CX - Not Just a Number: Using NPS to Improve Customer Experience
- 1. Not Just a Number: Using NPS to Improve Customer Experience Shep Hyken, CX Expert, Bestselling Author Founder, Shepard Presentations @Hyken Mark Salsberry, QuestionPro CX, President @questionpro
- 2. Speakers Shep Hyken • Customer Service & Experience Expert • Keynote Speaker Award Winner • New York Times and Wall Street Journal Bestselling Author Mark Salsberry President, QuestionPro CX
- 3. The State of Customer Experience, 2017
- 4. The cost of bad customer experience 72% of businesses say that improving CX is their top priority -$62B Companies lose over $62B due to poor customer service
- 5. Key Brand Differentiator BY 2020: Customer Experience will overtake Price and Product as the key brand differentiator
- 6. “ “There is a big difference between a satisfied customer and a loyal customer.” - Shep Hyken 6
- 7. CX and revenue correlation
- 12. Ways to measure CX » Net Promoter Score » Customer Satisfaction » Customer Effort Score
- 14. How likely are you to recommend us to a friend or colleague? ◎ Loyalty quantified from -100 to +100 ◎ High-level, overall experience ◎ Promoters vs. Passives vs. Detractors ◎ Industry / Competitive Benchmarking / Improvement over time
- 16. Industry Trends
- 18. More than a metric ◎ Measures customer loyalty ◎ Provides actionable data ◎ Enable closed learning loops externally and internally ◎ Understand what practices grow promoters ◎ Track key touchpoints
- 20. Where to begin? Map out customer journey Identify critical touchpoints Design collection methods Analyze and act
- 21. NPS and Revenue » NPS Microeconomics / Customer Lifetime Value » Using a Predictive Revenue Model » Creating a consistent, streamlined process
- 22. Make it easy Eliminate or mitigate potential friction using customer journey map Be valuable Be knowledgeable Be friendly Build rapport and break the ice Respond ASAP Speed matters Be Consistent Predictable, consistent, and positive experience Top ways to improve CX
- 23. Questions? www.questionpro.com/cx | www. Hyken.com @questionpro | @Hyken #askCXxpert cx@questionpro.com