Sessions: 04- Total Hours: 06
Participents: 735- Exercises: 02
Overview
86% of buyers will pay more for a better customer experience. But only 1% of customers feel that vendors consistently meet their expectations. [Source: Forbes]
NPS (Net Promoter Score) is a management tool that can be used to gauge the loyalty of their customer relationships. Developed by Bain & Company, Net Promoter Score (NPS) measures the loyalty that exists between a provider and a consumer. It is the new happening thing in the world business scenario to measure customer loyalty and drive sustainable growth based upon the feedback through the system. World’s top companies (mainly of North America) including Apple, Amazon, GE, eBay etc. have already adopted NPS as a customer experience management tool.This tool is increasingly getting popular in the European as well as Asian business market to reduce customer churn, improve profitability, and become a truly customer centric organization. It is a true global business development phenomenon!
Objective
At the end of the training, you will:
- Understand the concept and purpose of NPS
- Learn the required NPS model for your organization
- Learn how to develop a customer experience strategy for your organization based on NPS findings
- Understand how to develop Net Promoter System/ Closed Feedback Loop using NPS
Target Audience
- Company top and senior management
- Empowered middle management members
- People dedicated to establish CEM in the organization
* Separate modules can be developed for (i) Senior management and (ii) Mid level management
* Special module can be developed for frontline employees
Classroom
Lecture
Written
Exercises
Case
Study
Group
Discussion
Certification
- English
- Exercises and Quizzes
- Beginners and Intermediates
- Access on Smartphone and Desktop
- Full time Access
- Certifitate on completion