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HOW TON WIN CUSTOMERS' SATISFACTION?

BASED ON YES OPTUS LATEST CAMPAIGN - NET PROMOTER SCORE
by

charlotte luu

on 6 April 2013

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Transcript of HOW TON WIN CUSTOMERS' SATISFACTION?

Conducting in-store AND on the phone surveys:
- Enhance customers' experience
- Improve staff's sales performance NET PROMOTER SCORE SALES PERFORMANCE SALES VOLUME POSITIVE POINT:
Customers' experience and staff's performance significantly increase CUSTOMERS' EXPERIENCE Customers obtain better experience by expressing their opinions
Most NPS forms collected show positive feedback from customers
Drawback: customers feel like being disturbed at work by receiving calls from Optus; staff fail to response to their queries No changes in sales volume when NPS was first launched
2nd quarter with significant increase in new customers leaving their current carrier for Optus (NPS helps spreading the reputation of good customer care - VERBAL MARKETING)
Sales revenue has risen by 9.88% in 2 quarters RECOMMENDATIONS:
Supervisor audit NPS forms to maintain integrity
ALL customers are targeted for NPS
Staff need to focus on both customer care and sales opportunities
Latest information are to be well-updated
Finding flexible ways for NPS campaign Significant improvement in sales skill and in dealing with various customers' queries and complaints
More staff attend NPS training sessions and pay good attention on gaining customers' satisfaction
Staff pretend to be customers to rank themselves high scores
Staff focus too much on NPS and neglect generating sales DRAWBACK:
Increase unexpected response from customers and staff's lack of capability in dealing with tricky situations THANK YOU FOR LISTENING! Questions are all welcome! * Have several wholly owned brands such as: Virgin, Amaysim... * One of the leading telecommunications providers * Provides services to both end users and wholesale to other service providers Introduction
Purpose: to analyze the practicality of the Net Promoter Score campaign Scope: refers to the level of sales gained, customers' satisfaction and sales performance of staff Methodology: internal data collected and using external market research database HOW TO WIN CUSTOMERS' SATISFACTION?? Prepared by: Charlotte Luu - Senior Marketing Officer
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