The importance of customer data control in driving Net Promoter Score (NPS) is a well-known fact. However, the real challenge lies in the implementation. In my experience, combining Agile Management and Data Science techniques is the key to success.
The first step is to align simple fact-based charters with the senior leadership. This is crucial as the senior leadership’s support will ensure that the program is implemented smoothly and effectively. Once this is done, the next step is to drive the improvements.
Communication with the customers is an essential part of the program – and often missed. It should happen in several discrete moments – when you ask for their feedback, when you repeat the feedback, when you choose the improvements based on the feedback, and finally, when the programs are completed. This final stage should coincide with the next round of feedback to capture the NPS improvement.
This is crucial – and a big part of how I was able to drive NPS from 25 to 64 in three years at a health IT company. If you follow this cycle the customer will know that you heard them – and sometimes that simple acknowledgement is enough to move them up in their loyalty.
Primary digital leaders can improve their role in driving digital optimization and customer centricity for increased digital business success.
– 2023 Gartner Board of Directors Survey
It is important to remember that the customer’s feedback should be the driving force behind the program. This is why it is crucial to listen to what they have to say and act on their suggestions. By doing so, you will not only improve the NPS but also build a strong relationship with your customers.
Customer data control is vital for driving Net Promoter Score. However, the real challenge lies in the implementation of the same. Combining Agile Management and Data Science techniques and communicating with customers at various stages is key to success. By doing so, you can ensure that the programs are implemented effectively and the NPS is improved.
Talk to the expert
Larry Odebrecht
Director of Data Analytics & Data Science
larry.odebrecht@trissential.com
Learn more about Trissential’s Digital Solutions
