Driving Net Promoter Score (NPS) using the strategy of transformational experience has been the topic of this week’s Best Practices blog. Step 4: Exceed Expectations, below, is an important one in the process of transformational experience. On Tuesday, the blog discussed Step 3, Solve and Deliver.
Step 4. Exceed Expectations.
- Go above and beyond to find out what the customer wants.
- Summarize action taken and what to expect next, creating a ‘Wow’ experience in which the customer leaves happy with the service provided.
See Friday’s Best Practices blog for the final installment, Step 5.