Application, Implementation & Full Adoption
Savvy leaders today - both front line and executive – are seeking proven methods to incorporate NPS into their organization’s DNA. NPS is the definitive word on improving the customer experience. And we are here to help.
For organizations who do not want, or who simply cannot afford a full-time executive leader in this capacity, our service is a perfect fit.
My Practice provides a Fractional or Interim Chief Experience Officer to achieve the Outcomes and Key Results associated with NPS. I have first-hand experience leading both public and private Services companies as a Chief Executive and proponent of NPS. That means knowledge of the Application, Implementation, and Adoption of NPS, so that it “sticks”. Over the past 15 years I have witnessed Services organizations situated poorly upon my arrival, and some irreversibly so, as a direct result of years or some decades of lack of attention to the thing that mattered most - the customer’s voice in the experience. My Practice is perfectly positioned to apply NPS to bring clients maximum performance around this key metric of Net Promoter Score system.
We take a very deliberate approach to this topic as we engage with clients:
We perform a “NPS Health Check"
We are on site meeting people, collecting data, and taking time to understand existing corporate thinking and culture as it relates to Customer Experience. Usually takes two to three weeks to unpack it all.
We develop a CX Roadmap
Based on our findings and the directions provided by executive leadership, we create a written Roadmap which outlines the key milestones and actions necessary to move the organization forward over the next four quarters. The Roadmap is usually completed inside of 60 days from the date of the engagement.
We Go Live with the Plan
Along with designated leaders who work for our clients, we oversee the process for achieving through measurable outcomes the completion of the paths described in the Roadmap. Our direct involvement recedes over time as the baton for managing the Roadmap is passed to internal resources.
Support and Advise, On Demand
As the Roadmap is handed to internal leadership, there may be times when clients need me for webinars or on-site visits. I am available to help in this way to secure the mission is completed.
A Bit About Billing...
Our billing structure depends on the nature of the engagement, and I offer a competitive hourly, daily and monthly retainer option which fits well with our 4-Step approach which I described earlier. Note that a monthly retainer is for clients who wish to utilize my services for three full days per week, on or off-site, and on a month to month basis.
I would like to discuss the Application, Implementation & Adoption of NPS in your organization at your earliest convenience.