For a successful implementation of NPS, the introduction of a company-wide culture and passion for customer retention is necessary. The entire leadership team has to be enthusiastic about customer centricity and NPS should be established as a metric across the entire organization. The introduction of NPS is a change program, it requires a fundamental re-thinking – simply introducing the metric is not enough.
Daniel Möllerhenn gives practical tips on how to convince managers and employees of the importance of customer contact and how to achieve structural as well as individual improvements.
This masterclass is presented in German language.
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Daniel Möllerhenn is Principal at Bain & Company. He is an expert in telecommunications, media and technology, client strategy and marketing, information technology, and digitization.
In his career he has gained many experiences in the development of customer experience programs. In his projects the main focus often lies on the intersection of simple & digital customer experience, technological transformation, and IT infrastructure.
Increasing Customer Lifetime Value with a Smart Personalization Strategy