Starting, implementing and running your own NPS programme is hard for many companies. We describe an outsourced hassle-free approach to implementing your own NPS program.
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FUTURELAB FUTURELAB Outsourced NPS®Solutions Net Promoter programmes fine-tuned to your capacity and budget. FUTURELAB
FUTURELAB A full scale NPS… but affordably? As a specialist implementing Net Promoter System, you need a reliable solution for data collection and presentation. But finding the one that suits YOU often proves difficult. Low budget online systems are a good starting point, but they are often limited in capacity, and inflexible in design. And modern Voice of Customer solutions with flashy dashboards and advanced reporting require significant investment in cash and time. So it seems like you can only buy either a tricycle – or a racing car. But where are the smart solutions? Something that will do the job without taking all your time or breaking your bank account? A full Net Promoter Programme, but affordably? FUTURELAB
FUTURELAB Can you make it happen? The pressure to improve Customer Experience (CX) is on. But in a mid-sized company, CX budgets are tough to get. And getting people to spend time on a Voice of Customer project can be even tougher. Yet other solutions still imply spending either a lot of time or much money on getting the Net Promoter System and programme fine-tuned to your needs. At the same time, other tough questions emerge: How do I start? What’s the Return on Investment? How do I align the people? What if I can’t do it alone? • • • • How do I get what I need without all the extra cost? FUTURELAB
FUTURELAB Yes, you can! With Futurelab’s Outsourced NPS Solutions you can now get your Net Promoter Programme as elaborated and flexible as you want it, without investing much time – or budget – or human resource! Combine the best of large scale solutions with the speed and affordability of a lean and agile system: Hassle-free kick off and roll out Dedicated NPS manager System setup 100% fine-tuned to your needs Fully outsourced data collection and analysis Role-based reporting CX and NPS training for your people Experts and interim support at call • • • • • • • FUTURELAB
FUTURELAB The Outsourced NPS offering: What you get: To make it work, you need: A multi-disciplinary team lead by an experienced Net Promoter specialist An advanced online system for data collection, analysis and presentation (powered by Confirmit) A classic NPS survey in your corporate branding Multi-language options Action Management for the Closed Loop Live online dashboards and regular reports in your mailbox Presentations for the leadership and Activation workshops for your colleagues ONE person to manage the project on your side (we do all the rest): ~ 4 hours a week during pilot ~ 1 day a month during roll-out ~ 2 days for every workshop preparation and delivery Your customers’ contact database (we help with easy data transfer) NO own IT manager (we set up the system) NO need to clean the data (we do that too) NO specialists. 5
FUTURELAB Choose the format that suits you Beginner Aspiring High Performer If you are making your first steps in Net Promoter, the Beginner package is the right one for you: If you consider yourself NPS savvy and are ready for a bigger game, select this option. It includes all the options of the Beginner package, and in addition: This package is for those NPS masters who want to reach for the stars and take things to a whole new level. High Performer includes all options of the Aspiring package, and in addition: Your Net Promoter Score and top line data analysis • Closed Loop system including action management • Promoter Activation programs • Customer verbatims categorised • Training for your colleagues Employee Motivation programs • • Recommendations and next steps • Role-based reporting Leadership Engagement programs • • Quarterly Face-to-face presentation to management • Multi-language surveys and dashboards Customer Strategy consulting & interim CX/NPS management • • Activation workshop for the team • From € 2,500 a month. From € 5,000 a month. Call us. 6
FUTURELAB Your Process: a Pilot Example Week 1-2 Weeks 5-6 Weeks 7-8 Weeks 3-4 Reporting and Activation Workshop Kick-off & Pilot Preparation Survey and Closed Loop set up Survey Execution Steps • Project planning • Kick-off meeting (1 full day workshop) • Explain NPS to your colleagues • Align on process and deliverables • Agree on roles and responsibilities (who does what when) • Discuss the set up of the closed loop • Appoint the Futurelab + Client NPS project team • Collect and analyse existing data • Conduct key stakeholder interviews to learn about needs and preferences for reporting, etc. • Design and approve the survey (questionnaire, sample, invite and reminder text, languages, etc.) • Set up reporting setup • Set up Action Management and train in Closing the Loop • Launch the survey • Test and send out invites • Test and send out reminders • Monitor process • Monitor surveys • Monitor Action Management (if necessary) • Intermediate reporting (how the survey is going) • Red-flagging Detractors for action • Analysis • Analyse pilot data • Categorise customer comments • Compile NPS report • Prepare Activation workshop • Run Activation workshop • Reporting out on results • Converting NPS insights into actions and planning for you Activities Project plan. Team composition. Aligned expectations. Online survey. Online reportal (if required). Live reportal (if required). Action Management (if required) Survey results report with verbatim classification. Action plan & Roadmap Deliverables 7.
FUTURELAB Your Core Team: Stefan Kolle Marina Natanova Lynn van Wezemael Inspirer | CX Rock star Investigator | Atom-splitter Scientist | Driver of Change Our Founder and Managing Director Stefan is great at encouraging companies to give their businesses a boost of growth through meaningful innovation in customer experience. A strategist with extensive experience in NPS and Voice of Customer programmes, Marina leads our Research department helping you get the right customer insight and translate it into actions. With her two Masters and a PhD, Lynn brings academic rigour to customer-centricity. She leads the research team and our biggest NPS projects while commanding a team of analysts and translators. 8.
FUTURELAB Your Interim Support & Experts: If your organisation needs a drop-in expert to help with your NPS programme, or an interim CX manager – call one from our pool of specialists. We can bring the right person to join your team. Pierre-Emmanuel Fobe Jaap Wilms Juan Alegre Operationaliser | Change driver CX Adventurer | NPS Magician Service Designer | CX Philosopher As Go2market leader and C-suite supporter, Pierre knows what a company needs, how to develop it, and how to drive implementation. Jaap is a passionate storyteller who has taken NPS programmes to the next level all over the world. Inspiring and sleeves rolled up he brings energy to your company. Juan creates multi-channel customer experience and CRM strategies for large service organizations. His favourites are service design and NPS implementation. Julia Beck Gitta Grobert Rosaria Cirillo Driver of Change | Coach Loyalty Creator | NPS Wizard Change Driver | NPS Devotee An Expert on customer focused change >25 years' experience. Julia’s marketing and change expertise is well combined with her understanding of corporate realities. For Gitta, happy customers are a guarantee for long-term business success. She is a creative communication and loyalty expert, and a true customer enthusiast. Rosaria wants to create a better world where companies deliver WOW to their customers – and create happiness driven growth. She is an analytical change agent, speaker & trainer. Laurent Bouty Alain Thys Mikkel Korntved Marketer | Make-it-happen Customer Strategist | Storyteller Loyalty Guru | Growth Accelerator Passionate like an artist, number- driven like a banker, and result oriented like an engineer, Laurent helps leading companies articulate, execute and present their customer centric strategies. Alain is on a mission to make the world a more customer-friendly place. Not just because it’s nice, but because he knows: Customer Centricity is the most profitable strategy any business can pursue. Mikkel has a holistic understanding how strong customer relationships drive business - a growth opportunity he likes to provides to many companies in Scandinavia. 9.
FUTURELAB Our Technology Partner The company: The Tool: Confirmit Horizons Cooperation examples: Leading organizations around the globe rely on Confirmit to transform customer feedback into better business results. With Confirmit tools CX managers across the globe design and manage effective Voice of the Customer programs and leverage Employee Engagement, making significant impact on business performance. Confirmit Horizons is a flexible, multi-channel software platform for Customer Experience, Voice of the Employee, and Market Research programs. It provides a one-stop, feature-rich solution to gain maximum value and insight from all feedback and research projects. Confirmit Horizons features: Futurelab Research uses Confirmit Horizons for the purposes of conducting the surveys for our clients, as well as our own research projects. Some remarkable examples: Weber 2015 Retail 360 project STIHL mystery shopping Futurelab’s Customer Centricity Maturity Assessment, etc. Outsourced NPS for DELA, Sonepar, etc. • • • Survey Design & Multi-Channel Data Collection Dashboards, Reporting & Analysis Role-based output Mobile integrations Social and text analyses Panels • • • • • • Founded in 1996 in Oslo, Norway, Confirmit has since developed into a global organisation with 9 offices, 450+ staff worldwide, and over 800 clients in 100 countries. • Together with Confirmit, Futurelab also conducts regular webinars on Customer Experience and Voice of Customer topics. 10
FUTURELAB FAQ Is your software secure? Can WE send the invites? YES. We use Confirmit Horizons platform which is compliant with the European Data Protection law. It is ranked A+ by McAfee for security. The hosting is through Rackspace, the global leader. YES. You can send out the survey invitation by yourself. In this case, we will simply provide you with unique links for every customer you would like to contact. Is NPS GPRD-compliant? Is it only for the long term? YES. Unlike most other market research, we do not need any kind of opt-in to speak to your customers to ask them how they think. We have all compliant data security procedures in place. NO. You can simply start with a pilot. And if you realise it is not for you, we part there and then. But if you do like it and want to continue with us, we are all up for growing old together. Is it just research? NO. We do not only dump a thick report on your desk. Apart from delivering survey data, we help you make the change happen by turning the survey insights into business ideas. But most importantly, we help you drive action around them, and measure the outcomes of those actions. We love to be hands on. Do I have to have a team? Can I go solo? NO. We are your NPS team as of now. IT, analysts, trainers, C-level speakers: we provide them all. We will need you to have only one person working on the project on your side. YES. You can stop with us with a 3 months’ warning. If you would like to continue without us, you will have to obtain the Confirmit license. We will then migrate the data into your system. 11
Interested? Inspired? Curious? Questions? Let’s talk customer – contact us for a call or a cup of coffee: Stefan Kolle Managing Director firstname.lastname@example.org +32 473 88 89 96 Marina Natanova Head of Research email@example.com +32 473 88 89 96 We make Customer-Centricity happen. Profitably.
FUTURELAB Reminder: What is Net Promoter? The Power of Recommendation - Net Promoter Score® Why should you start with NPS? The Net Promoter Score and system is one of the most important ways to track your customers attitude to your brand, services and company. It is based on the simple question: It is the quickest and simplest measurement of your client’s attitude to you You will get deep understanding of the reasons for their happiness – or dissatisfaction You can use the results to take immediate action to improve your relationship with the client, AND – and to plan your long-term improvements How likely are you to recommend? 0 1 2 3 4 5 6 7 8 9 10 0 = very unlikely 10 = very likely The answer of this question divides your customers into three categories: Who else is doing this? The method is internationally acclaimed and used by the most customer-centric businesses around the world It is suitable for evaluating both overall relationships with the client, or individual most important moments (touchpoints) in the client’s lifecycle The size of the company does not matter. Because of individual approach, it works for small companies even better than for the big ones Detractors Passives Promoters They are unhappy with you They can damage your brand They are source of negative word of mouth They are always sceptic Maybe they are Promoters of your competition They are relatively satisfied They compare your offers They negotiate They look at competitors They need excellent service They spend more They negotiate less They stay longer They are easier to service They upgrade quicker • • • • • • • • • • • • • • • minus = NPS Net Promoter, Net Promoter Score, Net Promoter System, and NPS are trademark of Satmetrix Inc., Bain and Co., and Fred Reichheld. 14
FUTURELAB NPS®programme: development Starting out Upgrading Established Implement Advocacy Moments (moments that drive word of mouth): Program design and implementation. Identify Promoter Personas and their motives to promote: analysis • • Analyse reasons for promotion • Start Promoter Activation: program design and implementation • Promoters Ad hoc Loyalty program development • Analyse improvement suggestions Implement Brilliant Basics: design the standards and KPIs that help to avoid Passives turning to Detractors Start turning Passives to Promoters (take the experience one notch up): program design and training. • • • Passives Analyse reasons for detraction Run the Root cause analysis Run the Root cause analysis • • • Pilot the Tactical Closed Loop: Process design, and training. Roll out full Tactical Closed Loop on Detractors: Process design and training. Roll out full Strategic Loop: Process: process design and training. • • • Detractors Make a Business Case: Customer Lifetime Value calculation. Score to System (NPS roll-out as a company-wide KPI): implementation NPS Calibrate: Net Promoter program revision and fine-tuning • • • Engage people: NPS Activation workshops and training. Engage people: NPS Activation workshops and training. Engage people: NPS Activation workshops and training. • • • The Program
FUTURELAB Some Net Promoter®References ING Insurance (now Nationale Nederlanden) • Align & upgrade the international customer experience • Start a people movement around the We Care mantra • Set organisational / behavioural front-line standards Weber-Stephen (EMEA) • Pilot and regularly run EMEA-wide NPS surveys • Retail 360 NPS-based survey and analytics project • B2B / eNPS measurement Toyota Europe (EMEA) • Pilot and implement the NPS transformation program • Implement Closed Loop & behaviour change in dealerships • Pilot Passives to Promoters program (ongoing) Touring Assistance Belgium • Create and align the AS IS and TO BE Customer Journey Framework • Pilot NPS study DELA Insurances BE • Pilot and roll out the outsourced NPS program • Implement Closed loop program • Culture & behaviour change program (in progress) Sonepar Germany • NPS Pilot for retail locations • Outsourced NPS programme roll out 20 regions (in progress) Vodafone CZ • NPS business case • WoM economics modelling • Competitive NPS benchmarking Shapeways (USA / NL) • Pilot and launch the NPS survey • Run NPS-related database analysis Deutsche Bank BE • Introduction of NPS • Promoter Persona Discovery project Mercedes Benz Global Customer Assistance Centre • Customer strategy and transformation road mapping • Pilot NPS study • Insights into actions programme 16
To make the world a more customer-friendly place (for fun & profit) Our Purpose Our Promise We make customer experience happen. Profitably. Who are we? What do we do? We are Customer Experience Architects. Futurelab is the European customer experience (CX) consultancy. For more than 15 years we help our clients understand the needs of their customers, develop better customer experience, and draw profit from customers’ loyalty and word of mouth. We call ourselves “Customer Experience Architects” because we help you dream, design, launch and implement your CX program – just like an architect helps a client to dream, design and create a new building. We listen to your needs, evaluate your current situation, and plan projects with your team, managing your agencies and vendors towards the desired result. But we don't stop just there: like any good architect, we stay with you overseeing the implementation process, making sure that projects are on track, the necessary processes are created, and your people learn necessary skill sets. This is why our services fit your needs – from customer strategy development and NPS ®pilots to all-company customer centricity trainings. Our focus is on identifying quick wins and drive the ROI of any project. Through our offices in Germany and Belgium, as well as our associates in many other countries, we are always close to you. Own offices Antwerp, Stuttgart Network partners Copenhagen, Prague Representations Valencia, Moscow Industry expertise A skilled multi-language team for EMEA clients B2B and B2C Credentials Automotive A structured approach for automotive firms to embed the customer perspective in every aspect of their business, from customer journey development to POS training Business to Business A structured approach for B2B firms to loyalize customers, improve share of wallet, and save accounts at risk. NPS, customer journey, and other key tools. Telecommunications A structured approach for telecommunication firms to embed the customer perspective in every aspect of their business. We make Customer Centricity happen. Profitably.