Explain the customer experience:
• The Product or Service (what do we do)
• The Process (how easy are we to do business with?)
• The Engagement (how did it feel?) Communicate the vision for our brand to my team. Constantly to remind them.
Understand customer and Treat the customers as friends.
Use customer surveys to find out how they rate their experience with you; what score would they give you on a scale of 1 to 10? Find out if customers enjoyed dealing with store and team.
Score was NPS
NPS is net promoter score
LEAD by example by practice and learning the team the best customer experience.
Make the day customer focused, not task focused.
Catch my team doing something right twice every day (and tell them!)"
NPS is net promoter score
As Shown in the image we had 3 customers' types:
1- Detractor: This type is risky for the company where the detractors don't like the company because the customer faces a problem and no solution done or found bad attitude or behavior from employee.
To convert this type to promoter we must focus on customer by:
Strive to preserve relationship with the customer instead of immediate profit from them. Make customer happy now and they will reward you later.
2- Neutral: Neither happy nor sad as they found everything was ok with them as they think that they got good quality and service form this company.
3- Promoter: This the highest level of customer satisfaction where the customers are raving fans and with highest loyalty to the company and promote the company to all people around him as the best company ever.
The Equation for the NPS as follow: For Example: 100 customers commented on the company status as follow:
40 neutral, 35 promoters, 25 detractors The results was NPS = %promoter (35/100) - %detractor (25/100) = 35%-25% Therefore NPS = 10% to now your score was good or no you should be more than 70%.
• The Product or Service (what do we do)
• The Process (how easy are we to do business with?)
• The Engagement (how did it feel?) Communicate the vision for our brand to my team. Constantly to remind them.
Understand customer and Treat the customers as friends.
Use customer surveys to find out how they rate their experience with you; what score would they give you on a scale of 1 to 10? Find out if customers enjoyed dealing with store and team.
Score was NPS
NPS is net promoter score
LEAD by example by practice and learning the team the best customer experience.
Make the day customer focused, not task focused.
Catch my team doing something right twice every day (and tell them!)"
NPS is net promoter score
As Shown in the image we had 3 customers' types:
1- Detractor: This type is risky for the company where the detractors don't like the company because the customer faces a problem and no solution done or found bad attitude or behavior from employee.
To convert this type to promoter we must focus on customer by:
Strive to preserve relationship with the customer instead of immediate profit from them. Make customer happy now and they will reward you later.
2- Neutral: Neither happy nor sad as they found everything was ok with them as they think that they got good quality and service form this company.
3- Promoter: This the highest level of customer satisfaction where the customers are raving fans and with highest loyalty to the company and promote the company to all people around him as the best company ever.
The Equation for the NPS as follow: For Example: 100 customers commented on the company status as follow:
40 neutral, 35 promoters, 25 detractors The results was NPS = %promoter (35/100) - %detractor (25/100) = 35%-25% Therefore NPS = 10% to now your score was good or no you should be more than 70%.
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