NPS BASICS AND BEYOND
Define Your NPS Program as a Competitive Advantage
NPS Program Scope

Define Your NPS Program
as a Competitive Advantage

key takeaway

NPS program objectives, scope, and initiatives must be clear, externally oriented, and designed to help your company to win.

Best Practice

Often companies have no formal CX strategy statement at all to govern their NPS program. However, most have a clear set of work that the CX leader and team are expected to do, often focused on a set of studies and reports they have to produce. While such guidance may be helpful, the purpose of an NPS program cannot be understood as the production of report cards. It must be the defeat of your competitors.

There is a general expectation that such reports will stimulate people to act, but how such action would arise is rarely documented. This comes primarily from a traditional view of CX which is that surveys identify the places fires are burning, then appropriate people spontaneously run to put out the fires. This is simply not good enough.

Best practice is to document and communicate:

  • What is going on and how it is changing
  • Strategic choices available
  • The top implementation priorities.

Communicating all of this internally is critical to obtaining the sponsorship and resources needed to be successful. Here’s a bit more detail.

Evaluating the current situation means understanding how well you, your partners, and your competitors are satisfying customers today and how that has been changing. Be sure to think expansively. It is critical to identify new competitors and how they may disrupt things. Government regulation may drive change, as may changes in your industry, often driven by technology.

A team or teams from across your business should evaluate options based on the situation analysis. They then secure the necessary resources. Of course, your company may not be able to implement everything the team suggests.

Communicate the whole process and the top three to five CX-improvement initiatives consistently across the company until they have been completed. When the first initiatives have been completed, start again, continuing the intense communication from the CEO throughout the organization.

This ‘outside-in’ approach ensures regular external focus on what customer experiences are necessary to win in the market. Situating within the framework of market competition motivates the entire organization and provides clarity.

go beyond basic nps communication

Good habits about NPS communication will set you up for long-term success. Even so, you can only get so much out of the act of communication until you have the kinds of data, analysis, actions, and outcomes that will really hold the attention of your customers and internal stakeholders. As you build out better data and analysis, and as your programs becomes more nuanced and sophisticated, be ready to adjust your communication strategy. To get there, download our guide, take our comprehensive training course, or read about the future of NPS.

REPORT

The Complete Guide to NPS Basics and Beyond

TRAINING

Leading an Outcome- Oriented
CX Program

REPORT

The New NPS
Manifesto

REPORT

The Complete Guide to NPS Basics and Beyond

TRAINING

Leading an Outcome- Oriented
CX Program

REPORT

The New NPS Manifesto

ABOUT OCX COGNITION

OCX Cognition delivers the future of NPS. We ensure customer experience success by combining technology and data science with programmatic consulting. In our Insights section, we present a comprehensive and evolving collection of resources based on our research and expertise, collected for CX leaders committed to delivering business outcomes.