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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