NPS BASICS AND BEYOND
Put Customers at the Center of Internal NPS Communication
Guiding Internal NPS Communication

Put Customers at the Center
of Internal NPS Communication

key takeaway

For effective internal NPS communication, tie in operational data, financial results, customer stories, and even customers themselves. Traditionally briefings to internal staff include customer feedback results and prioritize customer improvement requests. Increasingly such briefings include relevant operational data and demonstrate tie-in to financial results. Why do executives try to let the data alone tell the story? Why not invite customers to deliver key messages themselves?

Best Practice

Most companies have a simple answer to the question of how often a customer has presented in staff meetings, major internal events, all-employee calls and webinars: Never.

Many of those same companies probably have a slogan like “We put customers at the center of everything we do” posted on a virtual or real wall somewhere. Why such a disconnect? It comes about partly because customers fall into the category of things that are extremely important but not extremely urgent.

The best way to make customers into a “top of mind” issue is to ensure they can talk to your teams directly. This is far less difficult than you might think, because customers like doing it. Customers of B2B companies are especially willing, because senior decision-makers may even have bet their personal reputations on your success. They want and need you to do what you have promised.

Start with personal presence at your larger gatherings. Ask customers to speak about their experience with your company and what they would like you to do better. Share those stories – video is great, but quotes can be powerful too. You’re likely to find employees quoting your invitees months later.

Customer experience programs must be data-driven to uncover reliable insights and directions. But for communicating about those insights, there’s not substitute for having customers in their own words reinforce what your data is telling you. It brings a human touch to the data that stays with your teams long after the charts and graphs are simply a vague memory.

Parting advice: Because stories are so memorable, choose them wisely so they reinforce your data-driven insights and drive the appropriate action.

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.