Net Promoter Score – Nothin’ But Net!


Share on LinkedIn

Another season of March Madness is upon us! For the next three weeks, sports fans throughout the United States will be tuned into the NCAA Men’s Basketball Championship Tournament and basketball fever will be in full swing. Games and tournament brackets (and wagers) will be closely monitored. Favorite teams will be cheered on. The road to the Final Four is grueling, and only the teams that have the most grit, determination, planning and talent will make it that far.

There are actually a lot of similarities between tournament championships, whether it’s basketball or any number of other sports, and providing excellent customer service, engineering an excellent customer experience and raising Net Promoter Scores.

Championship teams do not just arrive at the finals, the product of some hapless misadventure, unplanned series of exercises and practices or well-timed good fortune. Teams that make it to the championship games are those that have honed their talent and skills and applied those skills at crucial times in just the right ways at just the right times during the season. The best teams create opportunities to win and capitalize on those opportunities in order to move to the next round.

It is the same way for companies looking to provide excellent customer service, create excellent customer experiences and boost their Net Promoter Scores. Companies, call centers and customer service agents must design a winning formula and apply their skills in every single customer interaction in order to achieve these goals.

There can never be a letup. Not once. Not ever. Much like the NCAA basketball tournament, the customer experience is a single-elimination endeavor, day after day. In March Madness, one bad game and you’re sent packing. There are no second chances.

Like it or not, that’s the way it is in today’s extremely competitive customer service environment. Employees who interact with customers on a daily basis have to be game on with their skills. They have to play with purpose, passion and professionalism through every touchpoint, just like a skilled athlete.

How does that happen? How do you and your team compete with the very best in customer service and customer experience and increase your Net Promoter Scores? Start with these:

You and your customer service team can be victorious when it comes to providing excellent customer service, creating an excellent customer experience and achieving high Net Promoter Scores. Develop and execute a good game plan, consistently apply the right skills, play to win and provide the right coaching for your customer interactions. That’s where it starts.

What is your plan to win it all?

Republished with author's permission from original post.

John Miller
Pretium Solutions is the premier provider of cutting-edge, sustainable and globally recognized customer service, call center and sales training, consulting and leadership programs. Pretium shows companies how to create, build and maintain customer loyalty, the most important measure of a company's success with its customers and the most profitable customer service outcome, and how to live out the company brand promise where it counts the most – on the front line.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here