Pause for a moment and think back – way back – to an entire decade ago. There’s probably not much in your life that you’re doing the same way now. You probably didn’t have a Facebook account.  You definitely weren’t using Twitter (it didn’t launch until July 2006). And you probably still thought of “the cloud” as a fluffy thing that occasionally floats by in the sky. So if you’re basing your Net Promoter program on thinking from a decade ago, you’re overdue for a refresh– and we’ve got just the thing. Our eBook, “NPS2: Reaching the Next Level of Customer Experience Leadership,” reveals the very latest thought leadership, methodology, and framework to guide a world-class customer experience program. Bring your knowledge up to date and start applying the lessons to your business immediately.

Evolution Based on Experience

Review the history of Net Promoter from its inception as a research-based, data-driven methodology that shook up the business world, and became an industry standard. Learn how NICE Satmetrix, the company that collaborated on the original NPS research,  has applied more than a decade of in-the-field experience and tapped its network of customer experience leaders to evolve NPS into its natural successor – NPS2. NPS2 takes the same core insight – that Net Promoter Score gives unparalleled insight into your overall customer relationship and ties directly to financial performance – and shows you how to use that key metric to help drive action every day, in every part of your business. The four core themes of NPS2 give practical guidance on where to focus your efforts and what structures to develop in your business to achieve maximum impact. Learn about:

• A measurement framework that makes the customer journey central to your data collection and analysis
• Delivering actionable insights to people throughout your organization with a focus on democratizing your data to help ensure that employees at all levels feel empowered to act.
• How “smart loops” (the latest thinking in the world of closed loop workflows) guide you to greater insight and root cause learning, better cross-functional improvements, and intelligent resource prioritization
• Driving organizational adoption through a focus on the needs of your information consumers

The Journey and the Loops

With the basics under your belt, dive deeper into the customer journey and the smart loops that drive continuous improvement. Learn about bringing diverse data sets – from transactional surveys to social feedback to operational data – into your comprehensive understanding of your customers’ journey. Smart loops, which expand upon and revitalize the basic concept of the operational closed loop, show you how to systematically incorporate customer insight at every level of your organization. Find out how:

• Operational closed loops can be transformed into smart loops with two simple changes.
• Action planning smart loops can engage management in line-of-business improvements as well as cross-functional innovation.
• Resource planning smart loops can engage your executives in strategic thinking and intelligent allocation of budget and effort.

Data to the People

Finally, learn how to make sure the colleagues who’ll be using all the fabulous data you collect can easily engage with the insights and immediately apply their learning to the business. You’ll succeed in your goal of driving organizational adoption when you consider how different teams and different people will use the data to accomplish their own business objectives. The basics are all there in this concise update to the original Net Promoter methodology, and we’ve even provided you with ways to learn more and achieve full mastery of NPS2.

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