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Ramin Mousavi

on 8 June 2010

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Transcript of NPS

Closing the customer
feedback loop Elabore full customer research would be very costly and time-consuming Empower your frontline employees to respond fast Voice of Customer Net Promoter Score (NPS) Apply Elaborate surveys
Compare your company's score
Expensive S...l...o...w...!
Difficult to interpret Sometimes imprecise Promoters Uncover main causes of differences

Region to region Sales Rep to Sales Rep Segment to segment The Research Grid Visual map of information Prompts students to identify information need first Encourages notes not quotes Highlights contradictory/supporting evidence Transitions to the writing process Identifies weaknesses in research Maryam Hosseini
Ramin Mousavi
Sandoz Iran - June 2010 www.rialtoschools.org/blogs/nkreider Begin feedback loop at the front line Customer's needs Deliver it better Compile the data over time Process and policy refinement Categorize Customers into 3 groups immediately Passives Detractors "Each interaction is an opportunity to create a promoter." (or product!) (or product) Share best practices from highest scoring groups NPS > 55-60% means world class loyalty!
Convert customers into promoters!
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