Transforming Customer Experience: The Future of NPS
From traditional surveys to outcome-driven initiatives
Introduction
- Customer experience is a key driver of success
- Organizational alignment is critical for program success
- Challenges to realizing value in customer experience
- The need for quality data and compelling insights
Challenges in Data and Perception
- Data side of customer experience has a troubled history
- Human stories have more psychological weight than statistics
- Legacy processes and incentive systems make employees wary
- Responsive organizations need quality data and insights
Structural Challenges
- Customer-driven growth requires a shift in focus
- Traditional corporate processes may hinder customer-centricity
- Building end-to-end customer journey models is the solution
- Put the holistic view of the customer journey in employees' hands
Rethinking Financials
- Significant market share gain and profitability improvement at stake
- Cx initiatives require the right data, insights, and execution
- Shift funding from data collection to execution and engagement
- Corporate leadership needs to recognize the importance of Cx
Mps Outcome Engineering
- A new way to plan and execute customer experience initiatives
- Invert the survey-centric view with a value chain perspective
- Link operational process measures, performance measures, and customer experience metrics
- Focus on outcome-driven approaches
Key Techniques of Mps Outcome Engineering
- Built on a new value chain architecture
- Challenge organization to move from survey-first thinking
- Shift from survey-centered NPS to high-quality NPS
- Develop robust real-time insights
Programmatic Approach for Customer Experience
- Construct customer experience initiatives with an expansive view
- Avoid becoming data collection burdens
- Focus on organizational impact and operational duration
- Improve the efficiency and effectiveness of the effort
Future of Customer Experience
- Move away from traditional research methodologies
- Build more capable and insight-driven programs
- Customer experience as a strategic choice
- Provide dialogue-quality data and insights