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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

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