Not Just a Number: Using NPS to Improve Customer Experience

Shep Hyken, CX Expert, Bestselling AuthorFounder, Shepard Presentations@Hyken

Mark Salsberry, QuestionPro CX, President@questionpro

Speakers

Shep Hyken• Customer Service & Experience Expert • Keynote Speaker Award Winner• New York Times and Wall Street Journal Bestselling Author

Mark SalsberryPresident, QuestionPro CX

The State of Customer Experience, 2017

The cost of bad customer experience

72%of businesses say that improving CX is their top priority

-$62BCompanies lose over $62B due to poor customer service

Key Brand Differentiator

BY 2020:Customer Experience will overtakePrice and Product as the key brand differentiator

““There is a big difference between a satisfied customer

and a loyal customer.”

- Shep Hyken

6

CX and revenue correlation

What is Customer Experience?

It’s Donut Time!

Ways to measure CX

» Net Promoter Score» Customer Satisfaction» Customer Effort Score

NPSNet Promoter Score

How likely are you to recommend us to a friend or colleague?

◎ Loyalty quantified from -100 to +100 ◎ High-level, overall experience◎ Promoters vs. Passives vs. Detractors◎ Industry / Competitive Benchmarking / Improvement over

time

Industry Trends

More than a metric

◎ Measures customer loyalty

◎ Provides actionable data

◎ Enable closed learning loops externally and internally

◎ Understand what practices grow promoters

◎ Track key touchpoints

CX Priority Matrix

Where to begin?

Map out customer journey Identify critical touchpoints

Design collection methods Analyze and act

NPS and Revenue

» NPS Microeconomics / Customer Lifetime Value» Using a Predictive Revenue Model» Creating a consistent, streamlined process

Make it easy

Eliminate or mitigate potential friction using customer journey map

Be valuable

Be knowledgeable

Be friendly

Build rapport and break the ice

Respond ASAP

Speed matters

Be Consistent

Predictable, consistent, and positive experience

Top ways to improve CX

Questions? www.questionpro.com/cx | www. Hyken.com

@questionpro | @Hyken#askCXxpert

cx@questionpro.com