Jaap Wilms of Nationale Nederlanden talks about the successful embedding of the NPS program at Nationale Nederlanden. He gives 8 tips for this successful embedding:
Soapbox science . The person who is going to lead the NPS trajectory must stand on a soapbox. It must list to data be a story from the heart, with emotion. “The NPS is not from marketing or marketing intelligence. The NPS is not about numbers. The customer contact of the employees is measured. It is part of the operation,” says Wilms.
NPS-g . The ‘g’ stands for conversation partner. Start conversations and be a conversation partner. See where the NPS promoters are and who wants to stick their neck out. Go all in on these promoters.
Ignore. Focus on the top of the organization and the shop floor. You can ignore the rest. For now, do nothing with the employees between the front office and the CEO.
Jealousy. Stimulate competition within teams. Reward teams that have achieved something by communicating this extensively and putting them in the spotlight, so that other teams want this too.
Buzz. Make it sexy interesting
A unusual and exclusive. An example of this is an unusual NPS dashboard (see image below).
Bar talk. Keep the attention by mentioning nice things that are easy to tell.
Authentic. Facilitate and motivate, but also let go. Inspiration and enthusiasm are more important than perfectionism.
Gaps. Now include the intermediate layers that you have not included so far.
NPS Dashboard
In short; if you have the attention, you have to hold on to it. The presentations by Louwman and Parqui how to use a namibia phone number list for effective marketing and Nationale Nederlanden show that NPS lives within these organizations. But the question remains; how long do you caseno data hold on to this and what are the next steps? That remains the challenge for the companies that were present today. I am curious to see where these companies will be next year.
What we can learn from a passion for Handel
Daria van den BerckenFinally, Daria van den Bercken played beautiful piano music by Handel. She wants to share her passion for this music with as many people as possible. She does this with striking actions such as a concert in São Paulo where she hung her concert grand piano from a crane. She also drove her grand piano behind a car through the canals of Amsterdam. If everyone had this much passion and enthusiasm, the Net Promoter Score would no longer be necessary!