Paul van den Acker – Marketing Manager of Louwman and Parqui – what steps Toyota has taken in embedding the NPS in the organization. Toyota wants to be the most recommended car brand in the Netherlands. Satisfaction alone is not enough for Toyota, because satisfied customers also leave. That is why they switched to the NPS six months ago.
A lot has changed for Toyota. There are fewer showroom visits and online orientation is increasing. The dealer has to meet online expectations. They have investigated the gaps between what the customer wants, the customer gets and the dealer thinks he can give. There was still a considerable list to data ap between what the customer wants and what the dealer thinks he can give .
NPS Net Promotor Event 2013
In addition to the presentations, there were also interactive sessions by Philips , XS4all , Univé and Toyota. During the Toyota session, Lex van den Elsen from Louwman and Parqui explained what Toyota is doing to really embed NPS in the organization. “We organize NPS kick-off sessions, NPS is part of training for everyone with customer contact, NPS is included in the assessments and is part of the dealer contract, there is a wall of fame in the restaurant and a newsletter,” says Van den Elsen. In short; NPS is alive and well at Toyota and everyone knows what it is.
Enthusiastic and active employees
Prof. Dr. Willem van Rhenen from Nijenrode had an inspiring story about performance and the meaning of our existence. “You need passionate and active employees to get real promoters of your company. Many people work because they have to and become alienated from their work,” says the professor. The productivity per hour in the Netherlands is high. 29% of employees in the Netherlands are therefore very tired, exhausted (12%) or have a burn-out (14%). People get a burn-out when energy sources disappear. Steering on energy sources is the solution to prevent burn-outs.
Employees want connection, social support, sufficient opportunities to develop themselves and caseno data autonomy. According to Van Rhenen, satisfaction is not good enough; “Satisfied employees are inactive. You want activity. There is a big difference between enthusiasm and satisfaction. You how on-demand phone leads are generated want maximum energy, dedication and enthusiasm from your employees. Only then can employees serve customers optimally and occasionally go the extra mile.”