'Unchain the customer', that was the theme of the National Net Promoter Score Event 2014, organized by N3WStrategy . Loosen the chain of internal processes, rules and scripts. Free the customer from the harness of business processes in which he is stuck. Is the customer leading the process, or does the customer suffer from the process? Who is able to free the customer?
The Net Promoter Score (NPS) is celebrating its 10th anniversary this year. In ten years, the NPS has developed from a score (the measuring instrument), via a system (NPS as a management system) to a spirit bolivia mobile phone number list (a culture and corporate philosophy). Nils Schmeling of N3Wstrategy: “the NPS has taken off in many organizations, including the government. That is why we developed the NPS public sector (NPSPS).” In 2012 and 2013, N3Wstrategy conducted a pilot at ministries, water boards and municipalities. In 2014, the NPSPS will be used by various municipalities. “A revolution in government land,” according to Nils Schmeling. N3Wstrategy is often asked: “how can you sell customer excellence internally?” The company lists four conditions for successfully selling NPS internally:
Why and core values: make sure you have a clear why and core values. Disney is a good example of this: 'we create happiness'. You see this everywhere in the daily behavior of employees.
Beliefs: identify the prevailing beliefs and challenge them by looking at them in a different way. In the Netherlands, for example, the responsibility for NPS often lies with the Commercial department and HR plays a supporting role. HR should (as in the USA) be given a much larger role.
Example behavior: everyone participates, including management. For example, Landal managers call customers who have complaints. Do it together and constantly consider whether you are doing it right.