This document discusses using the Net Promoter System to drive customer-centric culture change within organizations. It provides an overview of how American Express transformed their customer service culture by empowering frontline employees and implementing a closed-loop feedback system focused on Net Promoter Score. The Net Promoter System approach aims to create a flywheel effect where improved employee advocacy leads to improved customer advocacy and vice versa. It discusses key elements like frequent feedback, coaching, team problem-solving sessions, and data-driven process improvements. The document argues that effective leadership, clear goals, employee autonomy, and robust feedback mechanisms are needed to engage employees and maximize cultural impact.
B2B, or business to business companies, are unique entities that require a well-thought-out and creative marketing plan, tailored for their own target audience, from acquiring them by awesome content, Ace-ing the deal with the Sales team's help.
When you initially think about B2B marketing strategies, your mind might go straight to direct and outbound techniques—messaging sent straight to prospective clients that you’ve identified. While that can work, it’s not always the best way to bring in new clients, this checklist would help viewers prepare to launch the best in class campaigns.
Let’s take a look at B2B digital marketing strategies you can utilize in 2022 to increase your business exposure and numbers.
http://www.pipelinersales.com/ A robust sales process can become a key driver to help you achieve your sales and revenue targets and grow your business.
In this presentation you will:
- Explore the reasons why scalability in your sales process is so important;
- Reveal some proven tactics you can deploy to achieve this.
Is your sales process scalable? What practices do you use to ensure your sales process copes with the growth of your business? Please let us know in the comments below.
--
Source: http://blog.pipelinersales.com/sales-process-management/scalable-sales-process/
Our Sales Enablement Plan Playbook is a planning methodology that highlights our premium tool-kit of tools & templates to help you develop a sales enablement plan that increases your win-rate, deal-size and % reps attaining quota.
The New [Digital] Marketing Operations Archetypes By Jason HellerMarTech Conference
From the MarTech Conference in Boston, Massachusetts, August 19-20, 2014. SESSION: The New Marketing Operations Archetypes: What Works and Why. PRESENTATION: The New [Digital] Marketing Operations Archetypes: What Works and Why - Given by Jason Heller, @jasonheller - CEO, Agiliti
Use this Quarterly Business Review template to help engage your customer in a meaningful dialogue about their success using your product. Specifically designed for SaaS providers, this QBR template has all the slides you need to summarize your customer's use of your product and tie that back to their overall goals. The template is easily customized and has everything you need from the agenda to goal setting, outstanding items, tracking against metrics, health scores, activity scores and even NPS scores.
This presentation will focus on the fundamental components of a Sales Strategy for a growing B2B organization. The major components of the session will include:
• Creating the right Value Proposition
• Choosing the best target
• Understand how to reach your partners and customers
• Steps in the Sales Process
• Sales Process tools to help with the close
• Leading the sales team
This is a Quarterly Business Review Template to be used by Customer Success Management organizations.
One of the most important activities your Customer Success Managers (CSMs) will perform is the Quarterly Business Review (QBR).
QBRs are sometimes known by different names – Business Reviews or Executive Business Reviews – but no matter what they’re called, they’re incredibly important and the agenda and flow are largely going to fall on the CSM, so it’s critical to help them prepare for, and perform QBRs, the right way.
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
B2B, or business to business companies, are unique entities that require a well-thought-out and creative marketing plan, tailored for their own target audience, from acquiring them by awesome content, Ace-ing the deal with the Sales team's help.
When you initially think about B2B marketing strategies, your mind might go straight to direct and outbound techniques—messaging sent straight to prospective clients that you’ve identified. While that can work, it’s not always the best way to bring in new clients, this checklist would help viewers prepare to launch the best in class campaigns.
Let’s take a look at B2B digital marketing strategies you can utilize in 2022 to increase your business exposure and numbers.
http://www.pipelinersales.com/ A robust sales process can become a key driver to help you achieve your sales and revenue targets and grow your business.
In this presentation you will:
- Explore the reasons why scalability in your sales process is so important;
- Reveal some proven tactics you can deploy to achieve this.
Is your sales process scalable? What practices do you use to ensure your sales process copes with the growth of your business? Please let us know in the comments below.
--
Source: http://blog.pipelinersales.com/sales-process-management/scalable-sales-process/
Our Sales Enablement Plan Playbook is a planning methodology that highlights our premium tool-kit of tools & templates to help you develop a sales enablement plan that increases your win-rate, deal-size and % reps attaining quota.
The New [Digital] Marketing Operations Archetypes By Jason HellerMarTech Conference
From the MarTech Conference in Boston, Massachusetts, August 19-20, 2014. SESSION: The New Marketing Operations Archetypes: What Works and Why. PRESENTATION: The New [Digital] Marketing Operations Archetypes: What Works and Why - Given by Jason Heller, @jasonheller - CEO, Agiliti
Use this Quarterly Business Review template to help engage your customer in a meaningful dialogue about their success using your product. Specifically designed for SaaS providers, this QBR template has all the slides you need to summarize your customer's use of your product and tie that back to their overall goals. The template is easily customized and has everything you need from the agenda to goal setting, outstanding items, tracking against metrics, health scores, activity scores and even NPS scores.
This presentation will focus on the fundamental components of a Sales Strategy for a growing B2B organization. The major components of the session will include:
• Creating the right Value Proposition
• Choosing the best target
• Understand how to reach your partners and customers
• Steps in the Sales Process
• Sales Process tools to help with the close
• Leading the sales team
This is a Quarterly Business Review Template to be used by Customer Success Management organizations.
One of the most important activities your Customer Success Managers (CSMs) will perform is the Quarterly Business Review (QBR).
QBRs are sometimes known by different names – Business Reviews or Executive Business Reviews – but no matter what they’re called, they’re incredibly important and the agenda and flow are largely going to fall on the CSM, so it’s critical to help them prepare for, and perform QBRs, the right way.
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
David Cancel's presentation slides from the 2017 Revenue Summit conference. Look back 5-10 years ago, and sales and marketing teams were all focused on this same thing: Attracting website visitors. Back then, everyone was asking questions like…How do I rank higher in search? How frequently should I be posting on social media sites? How long should my emails subject line be?
Some people are still asking these questions today, but for the most part these are questions that we’ve already found the answers to.People have figured out how to attract attention and get awareness and get people to their websites, thanks in part to all of the technology that’s been developed: marketing automation software, social media management software, blogging software with built-in SEO tools, and the list goes on.
That was the first wave in sales and marketing.
Now it’s time to move on to the next wave.
Learn how to use Gainsight to prep for, conduct, and follow through on effective Executive Business Reviews. In this session, a Gainsight CSM will take you through how to use success plans to streamline your EBR process.
Evaluation for PR and Event Management AgenciesAbel Ahing
Evaluation form for assessing public relations and event management agencies in their pitch for your job. This is a useful tool which you can use during pitching presentations to
Here's a great customer journey map template to help customer success folks document, visualize and evaluate how they interact with customers. Here is a link to the supporting blog post that details how to use the template and explains some of the assumptions we made in creating the lifecycle stages, and categories = http://www.preact.com/blog/customer-journey-map-template
Digital Marketing Consulting For Business Proposal PowerPoint Presentation Sl...SlideTeam
If your company needs to submit a Digital Marketing Consulting For Business Proposal PowerPoint Presentation Slides look no further. Our researchers have analyzed thousands of proposals on this topic for effectiveness and conversion. Just download our template, add your company data and submit to your client for a positive response. https://bit.ly/3g2o5SS
The Sales Growth Hub welcomes Mike Faherty, Founder and CEO of ProSales Connection, where he will discuss how to get the most out of sales meetings.
Getting the meeting with a prospect is only part of the battle. If you don’t know how to execute the meeting to extract the information you need in order to qualify the prospect and generate a lead, you will not be getting the most out of that extremely valuable time.
In this webinar, we will show you exactly what you need to do in your sales meetings. You will not only get better results, you will look like a rockstar in the process.
Rahul Shrivastava from Cyient Ltd. will tell you: -
• How to know and target the right customer?
• How to put in efforts in the right areas to generate results?
• Knowing which audiences to focus on the most
The Effortless Experience with Matt DixonTalkdeskInc
https://www.talkdesk.com/resources/webinars/
"Your customers are much more likely to punish you for a bad customer service experience than reward you for a good experience."
Watch the full webinar as Matthew Dixon, author of The Effortless Experience, explores how your brand can start making life easier for your customers.
Click the link below to learn:
1. How to identify where your customers are spending the most effort.
2. Concrete examples of brands offering a low effort journey.
3. Quick tips to reducing customer effort and implementing change.
http://www.talkdesk.com/resources/webinars/
Developing The Ultimate Customer Success Strategy Gainsight
Want to adopt Customer Success but don't know where to start? A seasoned customer success manager looking to optimize your team, workflow and organization?
Accurately defining your Desired Outcomes for each customer segment
Outlining the roadmap to your customer's Desired Outcome
Aligning your team, organization and workflow to optimize for meeting your customer's desired outcomes
During the presentation, the audience will be invited to ask any questions about the content, customer success or Gainsight that come up.
Implementing A CRM Proposal PowerPoint Presentation SlidesSlideTeam
For obvious reasons, a business cannot survive without a loyal fanbase. Therefore, fostering strong business relationships with clients is critical to a successful business venture. The development of customer relationship management software and framework makes this reasonably easy. Every firm with long-term goals needs a CRM strategy. This creates ample scope for CRM professionals to create value. But due to business dynamics, many CRM organizations continue to face problems in maintaining a steady flow of customers. However, SlideTeam’s latest offering- Implementing A CRM Proposal PowerPoint Presentation Slides can turn the situation on its head. Employ our PowerPoint business proposal slideshow to close more deals, and manage customer relations effectively. This proposal kicks off with a gripping cover letter. The state-of-the-art design positions your brand in the minds of the target audience. Briefly explain the CRM problems of your customers, such as outdated technology or lack of talent. Showcase a gist of your Customer Relationship Management strategy and elucidate the positive effects on the customer experience. Our business proposal PowerPoint layout assists you in virtually presenting the core aspects of CRM implementation. Walk your audience through various key steps involved in the plan of action. Elaborate on weekly and monthly project timeframe chronologically with the help of a linear diagram enlisting milestones. Portray the cost structure of CRM implementation as per various features. Represent a pricing list for common, unique, and new CRM system features. Our PowerPoint layout innovators have included a highly professional company intro. Easily personalize the details to reproduce the corporate identity of your firm, virtually. You may showcase details like firm background, vision, and the responsibilities you will undertake as a part of the deal. Introduce your clients to the key staff and members involved in the project. End the proposal with max impact by including what your past customers think about your company. Give a glimpse of your proficiency via a case study. Further, get access to an implementation agreement contact by hitting the download icon. Begin instant customization now. https://bit.ly/37NdN7A
Women Matter 2012: Making the breakthrough, examines the gender-diversity programs of 235 large European companies. The report investigates what initiatives companies are taking, what is working well or less well, and why.
The research found that most companies are now taking gender diversity issues extremely seriously, devoting real resources to redressing the gender imbalance. But many companies also expressed frustration that their efforts do not always create the expected impact.
David Cancel's presentation slides from the 2017 Revenue Summit conference. Look back 5-10 years ago, and sales and marketing teams were all focused on this same thing: Attracting website visitors. Back then, everyone was asking questions like…How do I rank higher in search? How frequently should I be posting on social media sites? How long should my emails subject line be?
Some people are still asking these questions today, but for the most part these are questions that we’ve already found the answers to.People have figured out how to attract attention and get awareness and get people to their websites, thanks in part to all of the technology that’s been developed: marketing automation software, social media management software, blogging software with built-in SEO tools, and the list goes on.
That was the first wave in sales and marketing.
Now it’s time to move on to the next wave.
Learn how to use Gainsight to prep for, conduct, and follow through on effective Executive Business Reviews. In this session, a Gainsight CSM will take you through how to use success plans to streamline your EBR process.
Evaluation for PR and Event Management AgenciesAbel Ahing
Evaluation form for assessing public relations and event management agencies in their pitch for your job. This is a useful tool which you can use during pitching presentations to
Here's a great customer journey map template to help customer success folks document, visualize and evaluate how they interact with customers. Here is a link to the supporting blog post that details how to use the template and explains some of the assumptions we made in creating the lifecycle stages, and categories = http://www.preact.com/blog/customer-journey-map-template
Digital Marketing Consulting For Business Proposal PowerPoint Presentation Sl...SlideTeam
If your company needs to submit a Digital Marketing Consulting For Business Proposal PowerPoint Presentation Slides look no further. Our researchers have analyzed thousands of proposals on this topic for effectiveness and conversion. Just download our template, add your company data and submit to your client for a positive response. https://bit.ly/3g2o5SS
The Sales Growth Hub welcomes Mike Faherty, Founder and CEO of ProSales Connection, where he will discuss how to get the most out of sales meetings.
Getting the meeting with a prospect is only part of the battle. If you don’t know how to execute the meeting to extract the information you need in order to qualify the prospect and generate a lead, you will not be getting the most out of that extremely valuable time.
In this webinar, we will show you exactly what you need to do in your sales meetings. You will not only get better results, you will look like a rockstar in the process.
Rahul Shrivastava from Cyient Ltd. will tell you: -
• How to know and target the right customer?
• How to put in efforts in the right areas to generate results?
• Knowing which audiences to focus on the most
The Effortless Experience with Matt DixonTalkdeskInc
https://www.talkdesk.com/resources/webinars/
"Your customers are much more likely to punish you for a bad customer service experience than reward you for a good experience."
Watch the full webinar as Matthew Dixon, author of The Effortless Experience, explores how your brand can start making life easier for your customers.
Click the link below to learn:
1. How to identify where your customers are spending the most effort.
2. Concrete examples of brands offering a low effort journey.
3. Quick tips to reducing customer effort and implementing change.
http://www.talkdesk.com/resources/webinars/
Developing The Ultimate Customer Success Strategy Gainsight
Want to adopt Customer Success but don't know where to start? A seasoned customer success manager looking to optimize your team, workflow and organization?
Accurately defining your Desired Outcomes for each customer segment
Outlining the roadmap to your customer's Desired Outcome
Aligning your team, organization and workflow to optimize for meeting your customer's desired outcomes
During the presentation, the audience will be invited to ask any questions about the content, customer success or Gainsight that come up.
Implementing A CRM Proposal PowerPoint Presentation SlidesSlideTeam
For obvious reasons, a business cannot survive without a loyal fanbase. Therefore, fostering strong business relationships with clients is critical to a successful business venture. The development of customer relationship management software and framework makes this reasonably easy. Every firm with long-term goals needs a CRM strategy. This creates ample scope for CRM professionals to create value. But due to business dynamics, many CRM organizations continue to face problems in maintaining a steady flow of customers. However, SlideTeam’s latest offering- Implementing A CRM Proposal PowerPoint Presentation Slides can turn the situation on its head. Employ our PowerPoint business proposal slideshow to close more deals, and manage customer relations effectively. This proposal kicks off with a gripping cover letter. The state-of-the-art design positions your brand in the minds of the target audience. Briefly explain the CRM problems of your customers, such as outdated technology or lack of talent. Showcase a gist of your Customer Relationship Management strategy and elucidate the positive effects on the customer experience. Our business proposal PowerPoint layout assists you in virtually presenting the core aspects of CRM implementation. Walk your audience through various key steps involved in the plan of action. Elaborate on weekly and monthly project timeframe chronologically with the help of a linear diagram enlisting milestones. Portray the cost structure of CRM implementation as per various features. Represent a pricing list for common, unique, and new CRM system features. Our PowerPoint layout innovators have included a highly professional company intro. Easily personalize the details to reproduce the corporate identity of your firm, virtually. You may showcase details like firm background, vision, and the responsibilities you will undertake as a part of the deal. Introduce your clients to the key staff and members involved in the project. End the proposal with max impact by including what your past customers think about your company. Give a glimpse of your proficiency via a case study. Further, get access to an implementation agreement contact by hitting the download icon. Begin instant customization now. https://bit.ly/37NdN7A
Women Matter 2012: Making the breakthrough, examines the gender-diversity programs of 235 large European companies. The report investigates what initiatives companies are taking, what is working well or less well, and why.
The research found that most companies are now taking gender diversity issues extremely seriously, devoting real resources to redressing the gender imbalance. But many companies also expressed frustration that their efforts do not always create the expected impact.
Research shows that we think like we speak. The first step in Visual Design Thinking, then, is learning visual language. Come learn Glyph™, a language that balances verbal and visual elements to improve the way you learn, remember, create, and communicate. After this 2.5 hour workshop, you will be bursting through that “I can’t draw” trap and stepping into your new role as a standout visual problem solver.
Come join Stanford’s Alli McKee for a workshop that will build your creative confidence and amplify your communication. With extensive experience in both business (Bain & Company + Stanford GSB) and design (IDEO.org + Stanford d.school), Alli has come from Silicon Valley to bring you the best of both worlds to deliver a unique experience that is challenging, fun, and fulfilling.
Interested in teaching this workshop: http://visualdesignthinking.co/join-us/
Thoughts on the Future of Mobility (Dec 2016)Cornel Chiriac
In Dec 2016 I took a deeper dive into the mobility space and synthesized some thoughts in the following presentation. It covers the drivers for change, a view on the future state, and who will be the winners and losers. The presentation includes thoughts on how the world is changing, what does the future hold for how people will move around and fulfil their needs for transportation and mobility.
The presentation is built upon research by leading consultancies, aggregated and augmented with my thoughts on the topic. The presentation is high-level and is meant to be presented in-person rather than read as a stand-alone, exhaustive paper. It is meant as starting point — see the list of sources for in-depth reading.
Presentation looking at the changing nature of the workplace. In this deck I cover four angles:
1. How we as people will change: Demographics, Labour shortages, skills gaps
2. How work will change
3. How the 9-5 is being replaced by other models of work
4. The physical workplace
Spotlight on Media & Entertainment: Future of Advertising SpendL.E.K. Consulting
In this latest Executive Insights Spotlight on Media & Entertainment series, L.E.K. uncovers the latest in digital advertising spend and the future of industry consolidation.
L.E.K. recently conducted the first in-depth analysis of U.K. Millennials’ media consumption habits by life stage, from living at home with parents all the way through to starting their own families. The research, which covers six life stages, shatters the common assumption that, once millennials are older and have their own children, they revert to more traditional media consumption patterns.
The New Face of Retail: Retail and Consumer Trends Reshaping the LandscapeL.E.K. Consulting
There are several trends reshaping the U.S. retail market today, from the decline of traditional media to smaller, more focused branding. In this webinar with ACG, L.E.K. Consulting’s Rob Haslehurst and Jon Weber discuss the trends reshaping the retail market today.
Opportunities and Challenges Associated with Novel Companion Diagnostic Techn...L.E.K. Consulting
L.E.K. Managing Director Alex Vadas spoke at a BDA workshop on "How to Mature Emerging Technologies into Companion Diagnostics?" See his presentation here.
China Exit or Co-Investment Opportunities for German PE InvestorsL.E.K. Consulting
L.E.K.'s Karin von Kienlin recently presented at BVK on a study conducted by L.E.K. Munich and Shanghai. They wished to:
- Understand developments in Chinese equity investments in both the domestic China / pan-Asian market and cross-border investments between China and Germany / Europe
- Identify trends in likely future investment behavior and its drivers
- Defining success factors both for Chinese and German investors / corporates as to how to benefit from the potential opportunities of cross-border investments and cooperation
Learn more in the presentation here.
China: Opportunities and Hot-Spots in the MedTech (Medical Device), Pharmaceu...L.E.K. Consulting
In this presentation, Dr Neale Jones, Partner, L.E.K. Consulting Australia explores the "Opportunities and hot spots for Australian companies in China". This presentation aims to assist Australian companies in the life science industry in entering the China market. This was first presented at the Australia China Life Sciences Summit in Sydney Australia in February 2014.
Presentation: Social media: The 5 stages to acceptance
Presented by: Barr Seitz, Director of Digital Publishing and Marketing, McKinsey & Company
Like any technology, social media has gone through its own evolution from confusion to acceptance. But the unique properties of social - instant feedback, lack of control, massive "blast radius" potential - have made this journey more visceral and high profile than other trends. Barr Seitz explores what that journey looks like, drawing on examples and sharing lessons learned.
www.bdionline.com
Original article from the Flevy business blog can be found here:
http://flevy.com/blog/the-evolution-of-business-consulting/
Professional services firms are undergoing a profound transformation. The markets are changing and the old ways of doing business are becoming obsolete. Customers paying for professional services are becoming more sophisticated and more discerning. Why are we still doing business as usual when the world around us is in such extreme flux?
The professional services industry is attractive because it requires high skill and little capital to grow firms for lawyers, accountants and consultants. Consultants today in North America and Europe are delivering services in a more independent manner, and buyers are more adept at navigating the complex integrities of client-supplier relationships.
The old pyramid model of Partner – Principal – Managing Consultant – Senior – Junior is crumbling at its base. The need to have a large contingent of junior consultants (analysts) on staff, and the economic model (blended rate with lots of cheap labor at the base) is being replaced with new more flexible hybrid models, leveraging higher skills and higher rates, with shorter projects.
If we look at management consulting as a profession, we observe a huge increase in the market supply of consultants as the “Baby Boomers” (born between 1946-64) flood the marketplace as independents, and in small boutique firms, creating new demand for their services and expertise.
Management consulting is now a mature industry in the developed economies. Arthur D. Lille founded his partnership in 1886 specialized in technical research. Frederick W. Taylor created his consulting practice in 1893. His business card read “Consulting Engineer – Systematizing Shop Management and Manufacturing Costs a Specialty.” Many other well-known brands, named after their founders, followed in the early 20 th century and been very successful businesses for several generations.
As the Industrial Revolution changed the nature of production and distribution of goods and services, demand for advice on finance, strategy and operational organization grew steadily. In the first half of the 20 th century, firms like McKinsey, Boston Consulting Group, AT Kearney, and Booz Allen Hamilton grew in influence. Harvard Business School (Monitor Group) and other fine academic institutions provided world class research into organizational design and industry best practices.
How to Reduce Churn by 50% and Increase Customer Happiness with NPS ProcessesKissmetrics on SlideShare
1 Get satisfaction data in Kissmetrics under 5 minutes
Growth hacking t = time spent on customer relationship (perceived t - real t) = margin
Automation + Scalabilty = Growth Marketing
#1 Get satisfaction data in Kissmetrics under 5 minutes o/
NPS: NET PROMOTER SCORE How likely is it that you would recommend our service to a friend or colleague?
IT STARTS WITH A SIMPLE EMAIL Trial Expired NPS Survey 1 day after
SEND AN EMAIL AT THE END OF YOUR TRIAL PERIOD Each image has a unique trackable link On click, send to your website and record the value in your analytics Done ! Email template available at https://www.sendwithus.com/resources/templates
RECORD THE DATA TO KISSMETRICS
DATA ANALYSIS Higher NPS scores lead to better retention
#2 Capture more data
Guillaume Cabane Mention “ Net Promotor Score isn’t just a metric - it’s an excuse to dig deeper
SEND USERS TO A FORM Send survey respondents to a form where they can give a reason for their score.
Engagement is better while inside your app, so when possible display the survey in-app first, and default to the email in backup USE A DEDICATED NPS APP
DATA ANALYSIS Churn by NPS reason
#3 Action! Increase sales, reduce churn and create happiness
Increase sales NPS FOR YOUR TRIAL USERS
The key is to get that data back into Kissmetrics AND other tools, which is possible with all NPS solutions offering webhooks … or a Segment.com integration
MAKE USE OF THAT DATA Reminder E-mails Display survey in-app for 5 days Send survey dataGet customer data Follow-up emails
MAKE USE OF THAT DATA Trial expired In App Email Surveys Answered NPS Survey Review 100 mentions
DISCOUNT AUTOMATION 72% Opened 9% Replied 15% Clicked
TRIAL EXTENSION AUTOMATION Results Cumulated number of upgrades for NPS respondents. Month 1 Month 2 Month 3 x2 x3 x3.5
Reduce churn NPS FOR YOUR PAYING USERS
Guillaume Cabane Mention “ A NPS rating is true at one point in your user’s lifecycle. Making conclusions on events happening months after is meaningless; it’s better to ask opinion every so often.
MAKE USE OF THAT DATA Handled by handUpgraded NPS Survey 1 month after
REACHING OUT GETTING DATA CUSTOMER SUCCESS PRODUCT FEEDBACK MULTI-TASKING NPS
THINGS FIT TOGETHER Answer Rate Qualitative Handling Automation
We are learning more On our customers, increasing sales, decreasing churn, and creating happiness.
Employee Inspiration: How to Create Energy That Drives Better Customer OutcomesQualtrics
Engagement has become the new holy grail for satisfied employees and a key issue for business leaders. But what does it mean to be engaged? Bain & Company is redefining the employee experience with a system for building inspiration through productive team discussions, candid frequent feedback and an outer loop for addressing systemic issues. Inspired employees should be everyone’s priority to fuel customer loyalty and organic, sustainable growth. We will share the results from our latest study, describe the mechanisms required and the behaviors to aspire towards – all key ingredients of a customer centered Employee Inspiration system.
B2B marketing content that drives conversions a dreamforce 2013 presentationBrainrider B2B Marketing
Please visit http://www.brainrider.com/resource/b2b-marketing-content-converts-dreamforce-2013/ to view the video version or download your copy of the slides.
How Organizations Can Focus Sales for Maximum ImpactOpenView
The best PLG businesses have a dirty secret: They all have sales teams. In fact, they’re doubling down on these teams.
But that doesn’t mean their unit economics are going to get any less attractive, or that they’ll build their sales team at the same pace that their lead volume increases.
How are the best companies doing this? Focus. We used to want to build a big funnel to give our sales team plenty of leads—but many of the experts Sam Richard spoke with from InVision, Wistia, Hubspot and more told me that they’re “splitting the funnel,” or narrowing it, to keep their teams laser-focused on the leads that make sense for their business.
Sam just finished a project with an OpenView portfolio company that wanted help identifying ways to keep their sales team focused on the best accounts coming through their free tool. During the course of the work, Sam consulted with experts and pretended to be a lead in order to shape some findings that she would now like to share with the community.
We invite you to check out Sam's findings, best practices and suggestions to rethink how you’re applying sales resources at your own organization. We hope this helps provide some guidance, and we’d love to know how your organization does this or what companies you admire who do this well. Reach out on Twitter or LinkedIn.
With many recruiting teams facing resource challenges on a regular basis, how can you stay proactive and navigative hiring cycles?
This presentation covers:
- Challenges facing companies hiring at scale
- The 2016 Global Recruiting Trends to embrace these
- Tips and tricks to put you on the fast track of hiring at scale
How Customer Reviews Impact the Buyer's Journey Vbout.com
In this presentation, we'll explain how you can build long-term relationships with your clients using reputation management solutions guaranteed to drive results.
Customer Success for Human Resources ( HR ) SoftwareGainsight
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - Customer Success for Human Resources ( HR ) Software- is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from HireVue, Gild, Trinet
Planning B2B Lead Generation Campaigns & Leveraging Content PersonalizationPardot
The enormous amount of marketing channels that marketers work through every day can be challenging. But amazingly, a little bit of planning goes a long way in addressing even the most overwhelming of campaigns. Combine that with personalization, and you've got a focused campaign attack. Learn how to:
- Identify and prioritize your lead generation marketing program objectives
- Understand your audience and target their needs and pains
- Choose the most effective programs for your marketing plan
- Align your metrics with your objectives
Need planning help? Scott Armstrong, Co-Founder and Partner at Brainrider, lays it all out for us in this upcoming webinar. Join Scott for this practical “how to” review of planning B2B lead generation marketing programs that attract, acquire, nurture and qualify more prospects!
In 2019, organizations are still struggling to prove the value of their Customer Experience (CX) efforts. Learn how you can build an effective Voice of the Customer program and quantify the business impact.
11 Proven Approaches to Customer Feedback Employee EngagementGenroe
Customer feedback and the Net Promoter® process can drive customer engagement and improvement in your business but only if you first engage your employees.
But how, exactly, do you do that?
Key Affiliate Program Components You’re Probably MissingAffiliate Summit
We’ll discuss 15 elements integral to affiliate program growth which are being overlooked. Real-world case studies will illustrate successes to learn from & mistakes to avoid. Q&A time at the end.
Experience level: Intermediate
Target audience: Merchants/Advertisers, Networks
Niche/vertical: Affiliate Management
Geno Prussakov, President, AM Navigator LLC (Twitter @eprussakov)
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Understanding the students whose experiences fuel your school’s purpose isn’t just a good idea – it’s absolutely essential to keep your students thriving.
It is no longer enough to simply track a grade or score as students now make decisions based on their experience. Student feedback gives you insight into what is going on and measuring this alongside what you already know about a student is giving parents, teachers and schools the ability to truly understand a students experience.
The digital age has propelled the feedback process to new heights, both in how a students response is given and received, and how teachers can utilise these discoveries. Where schools used to rely on annual surveys, verbal feedback sessions and paper comment cards to gauge student engagement, digital technology can now help to implement a more omnipresent feedback strategy that not only delivers almost immediate results, but aggregates those results into crucial analytics.
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This webinar is based on the solutions session given at the 2017 NACo Annual Conference. You'll learn about organizational standards for data collection and how that influenced citizen experience.
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Pierre Saouter from the World Economic Forum shows how the Global Shapers Survey is giving a voice to millenials in often under-represented countries in order to impact discussions at a geo-political level.
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Digital Research in Low-Resource CountriesQualtrics
When you’re doing research in areas with no internet, collecting and analysing the data could be a pain. Lando and David from Health Focus spoke at Qualtrics Converge Europe about how they’re collecting data using the offline app in order to avoid the costly and time-consuming research often needed in low-resource countries.
Your data is only as good as the survey behind it – here, Qualtrics’ Dave Vanette talks best practice for designing surveys and how to manage them to get the best possible data back.
Recipe for success: balancing the art & science of employee feedbackQualtrics
Disruption is affecting organisations everywhere – and it’s the same for their employees according to Google’s Yuval Dvir. See how new developments like artificial intelligence are changing the employee experience and how you can get the balance right when it comes to collecting and analysing feedack.
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Converge Europe as she presented their journey to refocus the orgaisation on the customer.
The Age of Customer Empowerment and its Impact on Brand ExperienceQualtrics
Customers have never been so savvy – in her speech at Qualtrics Converge Europe, KPMG Nunwood’s Customer Experience Design Director talks about how consumer demands are growing and how brands need to keep up to stay ahead of the competition.
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
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(i.e., industry structure in the language of economics).
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Building Your Employer Brand with Social MediaLuanWise
Presented at The Global HR Summit, 6th June 2024
In this keynote, Luan Wise will provide invaluable insights to elevate your employer brand on social media platforms including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok. You'll learn how compelling content can authentically showcase your company culture, values, and employee experiences to support your talent acquisition and retention objectives. Additionally, you'll understand the power of employee advocacy to amplify reach and engagement – helping to position your organization as an employer of choice in today's competitive talent landscape.
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Set off and carry forward of losses and assessment of individuals.pptx
Score vs. System: How NPS Has Evolved to Power Culture Change
1. This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent. 1
Rob Markey
Global Leader, Customer Strategy
& Marketing Practice
2. This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent. 2
HOUSEKEEPING
- The recording of today’s presenta>on will be
available on cxweek.com
- Use the chat window to ask ques>ons
throughout the presenta>on. We’ll reserve >me
at the end for live Q&A with Rob
- Join the conversa>on on TwiOer by twee>ng
@Qualtrics using #cxweek
3. This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent
From score to system:
NPS and Culture Change
Employee advocacy and the Net Promoter® System(SM)
Rob Markey
May 2015
®Net Promoter, Net Promoter score and NPS are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld
Net Promoter System and Promoter Flywheel are service marks of Bain & Company, Inc.
@rgmarkey
4. This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent. 4
+
Empowering and driving change at the front line
20,000 employees
in 24 countries
Source: The Ultimate Question 2.0; Fortune; American Express website
Jim Bush
• Scripts for consistency, quality, and speed
• Average handling time for unit cost targets
• Call quality monitoring
High employee turnover,
stalled customer satisfaction
5. This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent. 5
Bush adopted an approach we call
“Leading by Letting Go”
Source: “Leading by Letting Go,” Rob Markey, Harvard Business Review 2013
Call center scripts and
average handling time
limits eliminated
Hiring criteria changed
to emphasize hospitality
and values versus
technical skills
“Telephone Service Center Reps”
became “Customer Care
Professionals” with increased
pay and schedule flexibility
Supervisors’ jobs reworked
so they could spend
double the time coaching
and training
Closed-loop
Net Promoter System
implemented
Focused Customer
Care Professionals on
a single metric:
Customer NPS
6. This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent. 6
Clear, simple goal that resonates
Freedom within a framework
(guardrails)
Coaching and support
High-velocity closed-loop feedback
Leading by Letting Go requires four
crucial enablers
Source: “Leading by Letting Go,” Rob Markey, Harvard Business Review 2013
Copyright 2015 Bain & Company, Inc.
7. This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent. 7
Bush’s approach resulted in breakthrough
performance
• NPS doubled
• American Express won the
JD Power Award for service
5 years in a row
• Employee attrition cut in half
CUSTOMER SERVICE AND
EMPLOYEE ENGAGEMENT
IMPROVED
RESULTING IN HIGHER
PROFITABILITY
• Costs came down 10% per
year (as a percent of revenue)
due to:
- Fewer dial transfers
- Lower average handling time
- Fewer repeat calls – higher first
contact resolution
Source: “Leading by Letting Go,” Rob Markey, Harvard Business Review 2013
8. This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent. 8
The Promoter Flywheel(SM):
Employee and customer advocacy go hand-in-hand
Work here!
Buy from
here!
Employee
advocacy
Enthusiasm,
energy,
creativity
Profitable,
sustainable
organic
growth
Buy
from here!
Excellence,
trust, value
Growth,
opportunity
Customer
advocacy
The Promoter Flywheel is a service mark of Bain & Company, Inc.
Copyright 2015 Bain & Company, Inc.
9. This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent. 9
Employee engagement is especially strained
at the front line of the organization
ENGAGEMENT IS WORSE THE LOWER
YOU GO IN THE ORGANIZATION
ENGAGEMENT IS POOR AMONG
CUSTOMER-FACING EMPLOYEES
Source: Netsurvey/Bain analysis, September 2012 (n=27,628); Forrester, Nov 2010, “Do your employees advocate for your company”?
Employee NPS
Boardroom
Front line
10. This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent. 10
Satisfaction is necessary but insufficient to
generate energy, enthusiasm and creativity
I have
a safe work
environment*
I have what I
need to do a
good job**
I am valued
(and compensated)
fairly
Employee satisfaction
Foundational basics:
Eliminating employee pain points
*Safe in both physical and emotional terms
**Including resources, training, technology, process, personnel, and organizational effectiveness, among other things
Extraordinary
purpose and
accomplishment
Extraordinary
teamwork and
affiliation
Employee advocacy
Differentiators:
Creating promoters
Extraordinary
autonomy,
learning, growth
Copyright 2015 Bain & Company, Inc.
11. This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent. 11
Employee advocacy delivers a completely different
experience to customers
Call
Center
Example
PROMOTER
EMPLOYEE
• Energetic: Never
rushes customer off
call, demonstrates
empathy throughout
• Enthusiastic:
Ensures full
resolution of
customer issues
• Creative: Proactively
identifies new ways
to please customers
PASSIVE
• Perfunctory;
answers only what
is asked
• Provides additional
info only when
requested
• Sounds detached,
indifferent, following a
script
DISENGAGED
DETRACTOR
• Tries to end call as
quickly as
possible
• Disagreeable, may
blame customer for
not understanding
policies
• General negative
tone, not a team
player
12. This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent. 12
Net Promoter Score predicts individual and
firm-level performance; common language
0-6
7-8
9-10
Extremely
likely
Extremely
unlikely
Would you recommend us to a friend?
% Promoters
Net Promoter Score (NPS)
Minus NPS of the best relevant competitor
% Detractors
Relative NPS (rNPS)
Minus
13. This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent. 13
Net Promoter System – mechanisms that
support a culture of customer-centricity
Reliable, trusted currency/metric
NPS/eNPS; common language; loyalty economics
Feedback, learning and improvement
Individual learning,
behavior change,
and connection with
customers
Inner Loop Outer Loop
Root cause analysis,
prioritization &
implementation of
structural
improvements
Huddle
Team problem-
solving, issue
escalation,
mutual
commitment
Sustained leadership commitment
Strategic priority; inspirational behaviors that earn customer and employee advocacy; sponsorship spine
Employee/team environment focused on loyalty
Safe environment, effective organization, right tools and training, valued fairly
Robust operational and analytic infrastructure
Copyright 2015 Bain & Company, Inc.
14. This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent. 14
Inspirational leadership: at the heart of
creating a customer-centric culture
Walt Bettinger
CEO, Charles Schwab
View the video at
http://NetPromoterSystem.com/greatness
15. This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent. 15
Set the
ambition
• Establish a clearly defined and compelling
vision for the future
• Set inspiring but achievable goals for
competitive NPS leadership and continuous
improvement
Walk
the
walk
• Invest in the skills of leaders from the
executive level to the front line
• Recognize and make the most of linchpin
employees, those leaders that have a big
influence on the customer or employee
experience
Inspirational Leadership: Three steps
Cascade
commitment
throughout the
organization
• Make regular time to interact with
customers and employees (closed loop)
• Focus attention on customer issues
• Coach employees, support your teams,
make things better every day
16. This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent. 16
Inner Loop: High velocity closed-loop feedback
accelerates learning and customer focus
Close the loop to listen and
if applicable, fix customer issues
Learn and grow
with the benefit provide active coaching
Engage the employees Get customer feedback
• Follow up with any customer
whose feedback indicates it is
merited
• All groups share in follow-up
• Listen with empathy; address
open issues as appropriate
• Collect feedback only at
moments of truth
• Respect the customer’s time
with very short survey
• Document what was learned from
customer follow-up
• Commit to individual
improvement
• Coach and train individuals
• Reinforce positive behaviors
• Share each piece of feedback
individually and immediately
with employees
• Emphasize individual events,
not statistics
Follow up
with select
customers
Identify
actions &
coaching
needs
Execute on
actions &
coaching
• Provides employees with a sense of autonomy as they respond to customers’ needs
• Increases the quality and frequency of employee coaching and learning
• Turns many customer detractors into promoters
Follow up
with select
customers
Identify
actions
and
coaching
needs
Execute on
actions and
coaching
Communicate
customer
feedback
Gather and
understand
Individual learning
& connection with
customers;
autonomy
Inner Loop
Copyright 2015 Bain & Company, Inc.
17. This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent. 17
Huddle: Create a sense of teamwork and
ownership; surface themes for escalation
HOW DO THEY DO IT?WHAT IS A HUDDLE?
Frequent and highly interactive
two-way dialogue among
supervisors and their teams
- Discuss how well we are taking care of
customers and review customer verbatims
- Celebrate employees who contributed most
to our success
The “Daily Download”
Escalation of key themes to the
Outer Loop to improve processes,
policies, products, and more – requests
for the support needed to do a great job
Team problem-solving sessions to
discuss biggest challenges, barriers to
success, and opportunities
- Employees work together to identify
root causes of challenges and
suggest solutions
- Employees make personal commitments
to do things differently
18. This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent. 18
Vanguard and the Outer Loop:
Connecting with customers when it matters most
View the video at
http://NetPromoterSystem.com/videos
19. This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent. 19
Outer Loop: a rigorous, transparent process
instills confidence and engagement
Develop
solutions;
implement
Understand
root causesAnalyze feedback & data Communicate
Prioritize
opportunities
Determine
root cause
Identify
and
propose
potential
actions
Prioritize
actions;
decide
which to
implement
(PMO)
Approve
necessary
resources
(PMO)
If analysis
requires
significant
resourcing
Other actions
surfaced by
business
(e.g., non-client
experience
actions)
Synthesize
Front-
line
NPS
Comp
bench-
marks
Other
em-
ployee
input
Opera-
tional
data
A
B
Item triage shared with
employees to encourage
full transparency
Triage and
assign item
owner
Just do
Study
further
Defer/don’t doC
Explain why
to employees
and close
loop with
clients
Imple-
ment by
testing,
learning,
and
modifying
Encourage
adoption
and close
loop with
crew and
clients
If PMO decides
against
implementing
Source: Bain case experience
20. This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent. 20
Each primary element of the Net Promoter System
helps engage and energize employees more deeply
Source: Bain case experience
Feedback & scores
delivered daily to each
agent
Daily NPS feedback
requested via SMS,
answers registered
Coaching
sessions
Structural issues
identified and
escalated
NPS, competitive
intel, complaints,
operational data
analyzed
Five why’s,
additional
customer
interviews,
etc.
Cross-functional
teams form to
develop, test
and implement
potential
solutions
Leaders communicate
improvements
directly to customers
and to agent teams
Individual learning
& connection with
customers;
autonomy
Inner Loop Outer Loop
Prioritization &
implementation of
structural improvements
(e.g., pricing, product,
process, policy, etc.)
Huddle
Group problem-
solving, issue
escalation, mutual
commitment
Gather and
understandFollow up
with select
customers
Identify
actions
and
coaching
needs
Execute on
actions and
coaching
Communicate
Analyze
feedback
and other
data
Identify
issues and
opportunities;
prioritize
Under-
stand
root
cause and
develop
empathy
Develop
solutions and
implement
actions
Communicate
with employees
& customerscustomer
feedback
Agents,
supervisors,
leaders
make
follow-up
calls
Agent level trends
monitored; Individual
dashboards generated
Actions taken to repair
customer relationship
Frequency,
severity,
impact,
readiness
Copyright 2015 Bain & Company, Inc.
21. This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent. 21
Net Promoter System and culture change:
Typical risks along different parts of the journey
Energetic,
enthusiastic,
and creative
Time
Resistant,
pessimistic,
disengaged
Employee
engagement
Uninformed
optimism
Informed
pessimism
Hopeful
realism
Informed
optimism
Senior leaders
Front line and
middle management
Jaded
cynicism
“Valley of
despair”
Build
foundation
and factbase
Pilot & early
implementation
Rollout &
full potential
Maturity &
re-invigoration
Common
risks:
• Leadership
team not
aligned
• Intent and case
for change
missing
• Sponsorship spine
broken
• Customer-centric
behaviors not
reinforced
• Unrealistic roll-out plan
• Cross-functional
processes ineffective
• New priorities steal
attention
• Fatigue
Hopeless
defeat
22. This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent. 22
The results are clear: companies with engaged
employees deliver superior financial results
… AND IMPROVE
PROFITABILITY
• More customer loyalty
- Higher average revenue per
customer
- More customer referrals
- Less customer churn
Revenue
Cost
• Reduced attrition
- Less hiring and training
required
- Less onboarding
• More efficiency
- Increased productivity
- Lower absenteeism
• And for some industries:
- Less shrinkage
- Higher quality
- Fewer safety incidents
COMPANIES WITH HIGHER
ENGAGEMENT GROW FASTER…
Source: Hay Group Insight “Engaging and Enabling Employees to Improve Performance Outcomes” (2009 Hay Group global normative database)
23. This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent. 23
Net Promoter System – mechanisms that
support a culture of customer-centricity
Reliable, trusted currency/metric
NPS/eNPS; common language; loyalty economics
DRAFT
Feedback, learning and improvement
Individual learning,
behavior change,
and connection with
customers
Inner Loop Outer Loop
Root cause analysis,
prioritization &
implementation of
structural
improvements
Huddle
Team problem-
solving, issue
escalation,
mutual
commitment
Sustained leadership commitment
Strategic priority; inspirational behaviors that earn customer and employee advocacy; sponsorship spine
Employee/team environment focused on loyalty
Safe environment, effective organization, right tools and training, valued fairly
Robust operational and analytic infrastructure
Copyright 2015 Bain & Company, Inc.
24. This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent. 24
NetPromoterSystem.com
25. This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent. 25
Q & A