5 Steps That Drive Net Promoter Score (NPS). Step 4: Exceed Expectations

5 Steps That Drive Positive Net Promoter Score. Step 4: Exceed Expectations

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.