nilfisk – net promoter score® experience
Post on 23-Jan-2018
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Nilfisk – Net Promoter Score Experience CustomerGauge Conference 2015
Nilfisk - Net Promoter Score Experience Nilfisk - Machines for cleaning
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NPS
Nilfisk – Net Promoter Score Experience Nilfisk NPS set-up
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GET THE RIGHT RESPONSE
Nilfisk – Net Promoter Score Experience 3 key learnings from a long NPS journey
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ENGAGE THE ORGANISATION
CHANGE THE BUSINESS
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GET THE RIGHT RESPONSE
Nilfisk – Net Promoter Score Experience Getting the right response – The challenge
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Focusing on the wrong customers?
“Follow the money”
Need for increasing response rate dramatically
Nilfisk – Net Promoter Score Experience Getting the right response – The actions
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Tell the customers “Why?”
Strengthen process for surveying Improve the customer
data quality
MA
IL O
UT
100%
Lost response
rate
“NOT OPENED”
Strong signal to the customers
Nilfisk – Net Promoter Score Experience Getting the right response – The results
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Ambitious target in sight
Internal awareness through process
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ENGAGE THE ORGANISATION
Nilfisk – Net Promoter Score Experience Engaging the organisation – The challenge
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• NPS is a mind-set change
NPS
• Change the way the organisation work
• Awareness in a busy organisation
Nilfisk – Net Promoter Score Experience Engaging the organisation – The actions
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Training and educating the organisation Communicate about
NPS regularly
Integrate NPS in existing processes
Nilfisk – Net Promoter Score Experience Engaging the organisation – The result
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NPS has become a currency
Key role in company strategy
Broad understanding of NPS in all of Nilfisk
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CHANGE THE BUSINESS
Nilfisk – Net Promoter Score Experience Changing the business – The Challenge
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Excellent at solving the small issues
NPS hitting a glass ceiling
No real structural changes
Nilfisk – Net Promoter Score Experience Changing the business – The actions
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Clear process for consolidating results
Part of country meetings with Group Management
Specific case stories showing structural change
Nilfisk – Net Promoter Score Experience Changing the business – The result
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Future business set-up will come from listening to the customers
NPS has become a tool for changing our business
NPS moving up again…?
FEEDBACK FROM THE RIGHT CUSTOMERS CREATE TRUST
Nilfisk – Net Promoter Score Experience 3 key learnings from a long NPS journey
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UNLEASH THE POWER OF NPS BY ENGAGING THE ORGANISATION
NPS CAN CHANGE YOUR BUSINESS – IF YOU DO IT RIGHT
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