london_2013 final
TRANSCRIPT
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London 2013
MAKING NPS AND CUSTOMER LOYALTY THE
MAIN DRIVERS OF CULTURE CHANGE
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Life Financial
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Life Financial + NPS = Russia
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OPERATIONAL NPS: LEAGUE CHAMPIONSHIP
WIN IT BY NPS AND
COST/INCOME
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NEW CHALLENGE: NPS is a KEY BUSINESS INDICATOR
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OVERCOMING THE CHALLENGE: iOS
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NEW ROLE – iOS DIRECTOR
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NEW APPROACH TO iOS IMPLEMENTATION
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BRANCH MANAGER as an iOS COACH
MARCH 2013 – 3 BM
DECEMBER 2013 – 390 BM
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EVERYONE CAN APPLY
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NEW FOCUS: FROM QUANTITY TO QUALITY
CORPORATE VALUES
OPERATIONAL
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iOS CERTIFICATION
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iOS CONFERENCES
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NPS SYSTEM IN PLACE
GROUP LEVEL1.Monthly NPS rating for Retail and Corporate Businesses2.Monthly NPS for the Branch League3.Quarterly NPS Analytic Report on Loyalty Drivers, NPS Dynamics, Action Plans Implementation 4.Quarterly Action Planning Workshop
BRANCH LEVEL1.Weekly meeting on Customer Feedback – Closing the Loop
2.Weekly divisional conference call on Customer Loyalty – Sharing Best Practices and Ideas
3.Monthly meeting on Customer Feedback – Drive Changes!
4.Quarterly meeting on Loyalty Drivers and Matrix – Action Plan
5.Monthly/Quarterly Customer meeting – Talk to Your Customers
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SUPPORTING NPS PENETRATION
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NPS RESULTS 2012/2013
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AHEAD OF THE MARKET
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LESSONS LEARNED
1. Put your NPS Operational System in Place
2. Use NPS meetings for learning and sharing best practices
3. Close the loop with your Passives and Promoters
4. Talk to people, not customers
5. Get a person to be responsible (from service-leader to NPS PM)
6. Be consistent in protecting your NPS values and principles
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