Question

Topic: Strategy

Nps Strategy & Change Management

Posted by moth.icetree on 7/6/2021 at 2:39 PM ET 250 Points
Hello. I work for a small bank in the Philippines. We started to introduce Net Promoter Score (NPS) measurement as a bank-wide KPI for everyone in the bank. This is in tandem with the new management's objective in improving customer service. I know NPS is already a very common measurement used in the service industry. However, this is still new in our bank. I have been recently transferred from Marketing Dept to head the CX dept. I am tasked to draw up the strategies to increase NPS score and also a change management plan. Can anyone help me to give some ideas on how to go about doing this? These are my initial thoughts on it but I'm not quite sure. I know that the scope is wide.

To increase NPS Score, I should be looking at areas of improvements:
- all channels like contact centre, financial centres, internet banking, mobile banking etc.
- customer journey - the end to end banking experience at the financial centres, when they apply for a product and their lifecycle
- is there anything else to include?

For change management plan, areas are:
- culture - internal customer experience culture within the bank. how do i get people to change and commit to deliver good customer experience. also, how do i get the other departments to embrace customer experience and not think that we're making their lives difficult
- apart from the culture, what other areas should i look at?

Thanks in advance!
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RESPONSES

  • Posted by Jay Hamilton-Roth on 7/7/2021 at 10:40 AM Accepted
    Before starting, you'll need a baseline measurement of the variables you're trying to improve. How will you obtain a large enough sample size?

    While NPS is good, increased profit is likely the underlying goal. Are you trying to increase your customer base or increase your existing per-customer profitability?

    Have you defined what "good customer service" is for your customer base? Have you done a SWOT analysis to better understand how your bank compares with your competitors?
  • Posted by Shelley Ryan on 7/28/2021 at 10:25 AM Moderator
    Hi Everyone,

    I am closing this question since there hasn't been much recent activity.

    Thanks for participating!

    Shelley
    MarketingProfs
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