CX Heroes

How Eileen M. Dwyer Uses NPS

Building Promoters at Nuance Communications

“My mission is to introduce the Net Promoter Score discipline to all Nuance
Communications lines of business.”

–Eileen M. Dwyer, Vice President, Nuance Communications

 

Sometimes a desire to understand the customer gets a little off track.  At Nuance
Communications, good intentions had led to no less than 18 separate customer
surveys. The follow-up was inconsistent, and customers were frustrated.

 

Nuance designated 2015 the year of the client, during which the company began its
journey of rolling out the Net Promoter discipline as the solid foundation of a
company-wide culture of customer centricity.

 

Dwyer led a carefully planned roll out to introduce NPS to the entire company. She
began by building buy-in for the approach, bolstered by key executive
endorsements. Regular communication to the company about progress toward the
launch of surveys, followed by transparency about the survey findings, built support
and went a long way toward making sure employees in a range of roles had the
insights they needed.

 

But Dwyer relied on more than just goodwill and executive sponsorship, instituting
a mandatory closed loop process and action tracking protocols. By carefully defining
the steps, owners, and required actions, Dwyer and her team ensured that
employees took the process seriously and used it to drive change on both an
individual relationship level and  overall.

 

“Through our work this year, 217 clients have participated in Net Promoter
surveys more than once,” Dwyer said.  “Because of our closed loop
process, 82% of these relationship are more secure today.”

 

At the 2015 NICE Satmetrix Net Promoter Conference in San Diego, Dwyer
shared lessons from Nuance’s NPS journey, focused on driving change through the
closed loop process. Download Dwyer’s presentation to learn more.

 

 

Download Presentation