Nps training

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Customer Experience Quality

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Transcript of Nps training

Page 1: Nps training

Customer Experience Quality

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How to plan

How to organize in my lc?

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CUSTOMER CENTRIC

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2015

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NET PROMOTER SCORE

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1. LOYALTY

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2. QUALITY

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how likely do you

recommend

to a colleague or to a friend?

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We must INCREASE PROMOTERS and DCREASE DETRACTORS .

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OUR STANDARD

S?

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ALL AFTER 0 IS

POSTIVE

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BELOW 0 IS

NEGATIVE

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50% UP IS OUTSTAND

ING

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MoS

KPI

KPIKPI

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NPS

Cased open/Close Open

Response Rate % of Promoters

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NPS

Cased open/Close Open

Response Rate % of Promoters

Our ability to respond rapidly and effectively to customers in need

How engaged are our costumers with

AIESEC?

How engaged are our costumers with

AIESEC?

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HOW TO

PLAN?

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1. Evaluate current Response rate2. Evaluate current NPS score3. Set response rate you want to reach?4. Count what would be current NPS

with this response rate5. Set NPS evolution %

YOU don’t need to set an NPS goal like target.

We will be evaluating NPS evolution and improvement of response rate

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#ANSWERS

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WHAT NOW?

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1) LCPS ARE FINAL RESPONSIBLE

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2) CREATE LC AWARENESS

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3) ORGANIZE LOCAL TASK FORCE

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4) CREATE TIMELINE EXEUCTION

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5) DO IT

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LAST IDEIAS!