The third step in our Best Practices series on a strategy of driving Net Promoter Score using the elements of transformational experience is Solve and Deliver, discussed below. Step 2 focused on assessing the customer’s needs and considering a solution.
Step 3. Solve and Deliver.
- Brand Specialists should use a tailored approach and response to the customer to show thoughtfulness.
- It’s more about making the situation right than about giving away “freebies.”
- Train specialists for the brand’s policies for certain solutions, but have avenues available for special situations. Design policies with latitude from the brand.