Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
Not Just a Number:
Using NPS to Improve Customer
Experience
Shep Hyken, CX Expert, Bestselling Author
Founder, Shepard Pre...
Speakers
Shep Hyken
• Customer Service & Experience Expert
• Keynote Speaker Award Winner
• New York Times and Wall Street...
The State of Customer
Experience, 2017
The cost of bad customer experience
72%
of businesses say that improving
CX is their top priority
-$62B
Companies lose ove...
Key Brand Differentiator
BY 2020:
Customer Experience will overtake
Price and Product as the key brand
differentiator
“
“There is a big difference between a satisfied customer
and a loyal customer.”
- Shep Hyken
6
CX and revenue correlation
What is Customer
Experience?
It’s Donut Time!
Ways to measure CX
» Net Promoter Score
» Customer Satisfaction
» Customer Effort Score
NPS
Net Promoter Score
How likely are you to recommend us to a friend or colleague?
◎ Loyalty quantified from -100 to +100
◎ High-level, overall ...
Industry Trends
More than a metric
◎ Measures customer loyalty
◎ Provides actionable data
◎ Enable closed learning loops externally and in...
CX Priority Matrix
Where to begin?
Map out customer journey
Identify critical
touchpoints
Design collection
methods
Analyze and act
NPS and Revenue
» NPS Microeconomics / Customer Lifetime Value
» Using a Predictive Revenue Model
» Creating a consistent,...
Make it easy
Eliminate or mitigate potential
friction using customer journey
map
Be valuable
Be knowledgeable
Be friendly
...
Questions?
www.questionpro.com/cx | www. Hyken.com
@questionpro | @Hyken
#askCXxpert
cx@questionpro.com
QuestionPro CX - Not Just a Number: Using NPS to Improve Customer Experience
QuestionPro CX - Not Just a Number: Using NPS to Improve Customer Experience
QuestionPro CX - Not Just a Number: Using NPS to Improve Customer Experience
QuestionPro CX - Not Just a Number: Using NPS to Improve Customer Experience
Upcoming SlideShare
Loading in …5
×

QuestionPro CX - Not Just a Number: Using NPS to Improve Customer Experience

1,558 views

Published on

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

Published in: Business
  • Increasing Sex Drive And Getting Harder Erections, Naturally ●●● https://bit.ly/30G1ZO1
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here

QuestionPro CX - Not Just a Number: Using NPS to Improve Customer Experience

  1. 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. 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. 3. The State of Customer Experience, 2017
  4. 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. 5. Key Brand Differentiator BY 2020: Customer Experience will overtake Price and Product as the key brand differentiator
  6. 6. “ “There is a big difference between a satisfied customer and a loyal customer.” - Shep Hyken 6
  7. 7. CX and revenue correlation
  8. 8. What is Customer Experience?
  9. 9. It’s Donut Time!
  10. 10. Ways to measure CX » Net Promoter Score » Customer Satisfaction » Customer Effort Score
  11. 11. NPS Net Promoter Score
  12. 12. 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
  13. 13. Industry Trends
  14. 14. 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
  15. 15. CX Priority Matrix
  16. 16. Where to begin? Map out customer journey Identify critical touchpoints Design collection methods Analyze and act
  17. 17. NPS and Revenue » NPS Microeconomics / Customer Lifetime Value » Using a Predictive Revenue Model » Creating a consistent, streamlined process
  18. 18. 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
  19. 19. Questions? www.questionpro.com/cx | www. Hyken.com @questionpro | @Hyken #askCXxpert cx@questionpro.com

×