Exploring Customer Experience through Net Promoter Score (NPS) training centre in Bangladesh

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Exploring Customer Experience through Net Promoter Score (NPS)

Introduction

The program shall be conducted in an immensely practical manner through examples, illustrations, case studies, games, group work, data analysis and Q&A sessions with sharp focus on business results driven competency development. It shall also leverage examples standardized and world class Net Promoter Score framework templates to impart structured, hand-on, practical and implementation driven competencies to theparticipants.

Methodology

Activity based real life demonstration; Games; Related audio-video visuals; Role play; Group Activity

Contents of Training:

Session 01
Introduction
•NPS Framework
•NPS Advantages and Benefits

Customer Segments and Loyalty
•NPS and Customer Profitability
•Key Segment Identification
•Customer Classification

Session 02
Implementation Roadmap
•Roadmap development
•NPS Program management
•Build Buy-in and commitment

Implementation Roadmap
•Data Collection, analysis & reports
•Sampling strategies and responses
•Data control and monitoring

Session 03
Action Planning
•Key driver’s identification
•Goal setting and strategies
•Build differentiated experience
•Learning and culture change

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