Workforce Diversity Drives Improved NPS

Atlas Copco has been driven by innovation and a commitment to doing right by customers since its founding in 1873. Those values were front and center when the company first implemented its NPS program more than six years ago. With customer feedback coming in daily, Atlas Copco kept a finger on the pulse of the customer experience, avoiding surprises and proactively engaging where attention is needed.

One unexpected source of NPS improvements came as a result of actively increasing the diversity of workforce. In an industry dominated by men, the US business made a strategic decision to increase diversity in the sales organization. The benefits have come in many forms, including: increased customer empathy, outstanding sales performance, and improved NPS. Join Anders as he shares Atlas Copco’s CX journey and learn how they united the organization around the customer and through increased diversity, from leadership to frontline sales.

TABLE TALK

Strike Up a Conversation

When you meet Anders in person, strike up a conversation! Here’s a few insights from, and about, Anders to get you started:

• Three-word advice for CX success: Strategic partnership alignment.
• Debunk that myth! Never deliver what the customer wants and the customer is not always unilaterally right.
• Common CX career mistake: Getting involved on a level that is not most effective … either too empathetic or too ambivalent.