Using NPS to achieve Customer Excellence Worldwide
Caroline Cavin-Raoul and Violina Mitru, Arval
How Arval adopted NPS and succeeded to develop a customer focused culture across its 4000 employees within 22 countries. By:
- engaging all management levels & operational teams,
- putting in place a NPS governance,
- communicating widely on the program internally & externally,
- managing cultural differences,
- setting and following up action plans at Strategic & Operational level
- and much more!
About Caroline Cavin-Raoul
Caroline Cavin-Raoul has worked in the Service Industry both in the Telecoms & Banking sectors over 20 years and specifically in client loyalty and experience over the last 5 years. She started to work with NICE Satmetrix in 2013 when launching the NPS discipline within Arval worldwide and got NPS certified in 2014. She has a Sales & Marcom background and is now Heading Quality at Corporate level within Arval. She holds a Master in International Marketing & Management.
Caroline Cavin-Raoul has worked in the Service Industry both in the Telecoms & Banking sectors over 20 years and specifically in client loyalty and experience over the last 5 years. She started to work with NICE Satmetrix in 2013 when launching the NPS discipline within Arval worldwide and got NPS certified in 2014. She has a Sales & Marcom background and is now Heading Quality at Corporate level within Arval. She holds a Master in International Marketing & Management.
About Violina Mitru
Violina Mitru has been working in the Banking and Vehicle Service industry since 2007 (Société Générale and now Arval BNP Paribas). After 5 years of direct contact with international and domestic clients in her previous positions as Head of International Tender Team and handling day to day retail banking clients she decided to dedicate herself to the improvement of the customer experience. Since December 2014 she’s NPS Project Manager for Arval BNP Paribas for 22 countries. She holds two Masters, first in Economics and Business Management and second in International Trade.
Violina Mitru has been working in the Banking and Vehicle Service industry since 2007 (Société Générale and now Arval BNP Paribas). After 5 years of direct contact with international and domestic clients in her previous positions as Head of International Tender Team and handling day to day retail banking clients she decided to dedicate herself to the improvement of the customer experience. Since December 2014 she’s NPS Project Manager for Arval BNP Paribas for 22 countries. She holds two Masters, first in Economics and Business Management and second in International Trade.
[ssba]
Develop a roadmap to integrate NPS2 methodologies in your company.
PREMIUM
4hrs