Nps training

  • Published on
    01-Nov-2014

  • View
    468

  • Download
    0

Embed Size (px)

DESCRIPTION

 

Transcript

<ul><li> 1. Customer ExperienceQuality </li> <li> 2. How to planHow to organize in mylc? </li> <li> 3. CUSTOMER CENTRIC </li> <li> 4. 2015 </li> <li> 5. NET PROMOTERSCORE </li> <li> 6. 1. LOYALTY </li> <li> 7. 2. QUALITY </li> <li> 8. how likely do yourecommendto a colleague or to afriend? </li> <li> 9. We must INCREASE PROMOTERS and DCREASE DETRACTORS . </li> <li> 10. OURSTANDARDS? </li> <li> 11. ALL AFTER 0ISPOSTIVE </li> <li> 12. BELOW 0 ISNEGATIVE </li> <li> 13. 50% UP ISOUTSTANDING </li> <li> 14. MoSKPIKPIKPI </li> <li> 15. NPSCased open/CloseOpenResponse Rate % of Promoters </li> <li> 16. NPSCased open/CloseOpenResponse Rate % of PromotersOur ability to respond rapidly and effectively to customers in needHow engaged are ourcostumers withAIESEC?How engaged are ourcostumers withAIESEC? </li> <li> 17. HOW TOPLAN? </li> <li> 18. 1. Evaluate current Response rate2. Evaluate current NPS score3. Set response rate you want to reach?4. Count what would be current NPS withthis response rate5. Set NPS evolution %YOU dont need to set an NPS goal liketarget.We will be evaluating NPS evolution and improvement ofresponse rate </li> <li> 19. #ANSWERS </li> <li> 20. WHAT NOW? </li> <li> 21. 1) LCPS ARE FINALRESPONSIBLE </li> <li> 22. 2) CREATE LCAWARENESS </li> <li> 23. 3) ORGANIZE LOCALTASK FORCE </li> <li> 24. 4) CREATE TIMELINEEXEUCTION </li> <li> 25. 5) DO IT </li> <li> 26. LAST IDEIAS! </li> </ul>