Prioritizing customer touchpoints with leadership

After a global recall of the Sleep and Respiratory Care business, I was tapped to plan and facilitate a workshop geared towards implementing end-to-end customer Net Promoter Score (NPS).

Outcome:

Through this process we were able to host a workshop with the executive leadership team to present the need for end-to-end NPS implementation and prioritize the key phases in the customer journey to begin implementation. We also aligned on a strategy for next steps.

Methodology:

  • Workshop Creation & Facilitation

  • Customer Journey Mapping

  • Designed rapid prototypes for global data communication, testing with customer experience and market leaders.

  • Conducted secondary research on industry standards for customer experience measurement.

  • Facilitated an alignment workshop to prioritize key customer touchpoints for Net Promoter Score (NPS) implementation across markets.

  • Authored a strategic narrative on the value of customer-centric metrics for business leaders and designers.

My Role

Workshop Activity Frames

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Workshop Activities

  • Introduction and project background

  • Presentation to explain the importance of NPS and lay a foundation for discussion

  • Prioritization Activities to understand the needs of the business unit and customer experience leaders

  • Close session with a recap of learnings and next steps

Workshop Results

  • Demonstrated the importance of tracking customer experience

  • Prioritization of the key moments to capture NPS in the current customer journey 

  • Alignment on the use of established surveys and priorities for implementation

What We Learned

This workshop provided the executives with clear direction on how to move forward with the end-to-end Net Promoter Score implementation process to capture customer feedback at every interaction.