Humanizing Your NPS: Blowing Sh*t Up w/out Obsessing over Metrics

Achieving an industry-leading NPS requires an omnichannel strategy with a carefully crafted cadence of quality indicators, production metrics, and incremental reports, right? Actually, it doesn’t have to be that way. What if you obsessed over people instead of the metrics? Come engage the recent experiences of a major retailer who blew the sh*t out of their NPS scores by doubling down on humanizing their employee and customer experience instead of focusing on the numbers.

In this session, we will:
 Engage insights discovered through a non-traditional approach to increasing NPS
 Explore simple, creative avenues for embracing and designing for the hearts, minds, and souls of employees and customers
 Rethink where and how to focus leadership bandwidth for improved NPS results

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