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

Exceed Expectations That Drive Positive Net Promoter Score

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.


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