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Net Promoter Score
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In this session, your employees gain a new perspective on their work. We relate their role in the customer experience to personal, organizational, local and national economic success to begin the process of change with required emotional energy. From this session come the sparks that will light the fire of change in your organization. Our learning content is customized to meet the specific needs of your organization. Below is a brief overview of some of the topics that typically make up our Net Promoter learning sessions. |
| General Overview of NPS Learning Session 3.5 hours What are you working for? 9-5 jobs don't exist even if you arrive and leave at those times. Things at work impact things outside of work and vice versa. Its not about work-life balance. Its about life balance and work is a big part of it. Too important, too much time spent at work not to pay attention to it. Group defines winning. Not just another initiative. This will tell how good you really are individually and as teams. Complete NPS overview. Lifetime value of a customer. Benefits of retention cost of acquisition. Cost of growth. Benefits of growth: Engage the group - spend too much time here not to try and win. Get group to help define winning. Not just another initiative. This will tell how good you really are individually and as teams. Goal: Personal - Achieve something meaningful, Jobs Organizational - Financial, Jobs Local Economy - Jobs Everyone can win - Customer, Employee, Company - not a myth. You don't work for an organization. You are the organization for as long as you work here.. The organization works to acquire and retain customers. This is about the best way of doing that. CUSTOMER Problems/Processes EMPLOYEE Promoter Valuable Engaged Passive Necessary Passive Detractor Neither V nor N Detractor Small groups: Examples of companies that do it right. If the examples are 100%, where is your company (poll)? Small groups: What could your company do to get it right? (Customer, Problems/Processes, Employees (poll)? Small groups: Where does your company excel? Johnny the Bagger video..... turning waste to value. Overview of future state and how each employee fits in. Describe future work. Problem Solving and Employee Engagement. Not 'just another initiative'. Provide link to QUIZ and feedback |
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