Here Are Your First Steps:<\/strong><\/p>\n1. Begin by committing to measuring your customers\u2019 answer to the question, \u201cHow likely are you to recommend us?\u201d for the first 6 to 12 months. During this time, make sure that you are capturing enough information to accurately portray your customer bases\u2019 satisfaction ratings.<\/p>\n
2. The next step is to focus on how your company manages customer experience. Identify problem areas, link the results to KPIs, and embed them into your employee\u2019s job. This can be used as a good metric to know whether the initiative is working.<\/p>\n
3. Get the executives on board. Have your top people using NPS in their communication and strategy to integrate it into the core of the company\u2019s mission.<\/p>\n
4. Finally, make it a company-wide metric of success. Like Macquarie found, it can be a great motivator across teams and departments.<\/p>\n
<\/p>\n","protected":false},"excerpt":{"rendered":"
Over the past twelve months, I have written several articles about the Net Promoter Score (NPS) and its impact on improving Macquarie Telecom\u2019s customer service journey. As mentioned in one of my earlier posts, our NPS journey started when I was reading the ground-breaking article \u201cThe Ultimate Question\u201d by Fred Reichheld, published in the Harvard […]<\/p>\n","protected":false},"author":10,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_oasis_is_in_workflow":0,"_oasis_original":0,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","footnotes":""},"categories":[13,12,44],"tags":[338,41,356,269,42,20,43,45],"class_list":["post-6119","post","type-post","status-publish","format-standard","hentry","category-articles","category-migrate","category-news","tag-customer-experience","tag-customer-service","tag-customer-survey","tag-david-tudehope","tag-macquarie","tag-macquarie-telecom","tag-net-promoter-score","tag-nps"],"acf":[],"yoast_head":"\n
What is Net Promoter Score? - Macquarie Technology Group<\/title>\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\t\n\t\n\t\n