“The quicker you can drive Net Promoter data into the tools your sales people use every day, the more successful you’ll be,” advised Sandy Anderson, VP Sales Operations at Experian. Integrating customer feedback from Net Promoter surveys into regular processes has aided in engaging the sales organization at Experian.
Sales employees are able to see scores, open-ended comments – the good, the bad and everything in between. Sandy’s shared her motto “All feedback is good. It gives us the opportunity to make a change."
Once the surveys are complete, Experian shares the results broadly within the organization. Each area must create action plans based on their customers’ feedback.
They’ve even begun sharing these action plans with clients. Clients learn about the client loyalty program – what it is, why Experian is doing it, how they’re using the feedback.
They share the results with the client and don’t hold anything back good or bad. It sounds like a very candid conversation:
“Here’s the items you told us we’re failing on and here’s what we propose to do about it. Does this sound right?”
Now…I know these conversations can’t always be easy. But, I imagine that Experian is becoming a very trusted partner for these clients.
