Your next step in implementing Net Promoter Score in your business is Step 4, below: Prioritize improvements that have been identified and implement them.
Step 4: Prioritize and implement improvements
- Recognize that there’s value in quickly addressing detractors as a means to protect your brand.
- After you analyze comments, determine what process or system changes you will pursue first and how you will implement the change.
- Maintain integration between NPS intent and what specialists are graded on. Keep them in sync.
- Coach Brand Specialists in processes, skills and techniques so that your policy change positively impacts NPS.
See tomorrow’s blog for Step 5.