Step 3: Solve and Deliver Positive Net Promoter Score (NPS)

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 NPS reports

  • 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.

For Step 4, see tomorrow’s blog.

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