Net Promoter System as a corner stone for good CXM

How to drive customer experience in the right direction?

25/01/2024; 2 min to read;

NPS stands usually for Net Promoter Score but here I will use it for Net Promoter System as I truly believe NPS (score) is positive and high only when there is solid methodology behind which cover holistically all aspects of customer experience and organise them in insightful and sustainable system that drives the experience in right direction.

How NPS (system) facilitate CX management role?

Customer experience management (CXM) role is broader and in a way transversal role. It is a system of marketing strategies and tactics that focus on customer engagement, satisfaction, and experience. It is driving customer centricity and covers elements of a good NPS (system) as:

LISTENING AND MONITORING

• Voice of the Customer: Gather, analyse, and interpret customer feedback through surveys, interviews, and other feedback channels.

• Customer Journey Mapping: Analyse and map the customer journey across various touchpoints, from onboarding to purchase and post purchase like renewal, up sales, service.

FEEDBACK LOOP

• Data Analysis and Reporting: Utilize data analytics tools and techniques to extract insights from customer data.

• Determine root causes. Improving your NPS involves understanding the root causes of every score.

ACT AND IMPROVE

• Process Optimisation: Identify opportunities to streamline and optimise customer-facing processes, workflows, and systems.

• Stakeholder Collaboration: Collaborate closely with internal stakeholders, including commercial, marketing, operations, finance, and IT, to align strategies and drive a seamless customer experience.

EMPOWER AND ENGAGE

• Customer Experience Strategy: Develop and execute a comprehensive customer experience strategy that aligns with the company's goals and objectives.

• Customer Service Excellences: Set and maintain high standards for effective customer service delivery across all customer touchpoints.

The main goal of CX management is to cover activities which lead to customer centricity. it is easy to be said but not so easy to be delivered.

Good Customer experience management relies on excellent system that reflect the elements above and assure the full cycle to be in place and make actionable customer centric strategy.

And here it comes the role of a NPS (system) to set up a framework and connect the dots so to achieve the "centricity around customer" in organised and sustainable way and thus to withstand the challenges of ever-changing customer attitudes and needs.

As to be efficient this one needs to be well embedded into operational models of organisations and like each system needs to be well applied and sustainably followed.

How to set up a NPS (system), what are different components and their components and what levels of maturity organisations have to reach is a matter of specifics however there is a framework that easy can be adapted to each organisation's activity.

GET MORE INSIGHTS