Question
Topic: Strategy
Nps Strategy & Change Management
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To increase NPS Score, I should be looking at areas of improvements:
- all channels like contact centre, financial centres, internet banking, mobile banking etc.
- customer journey - the end to end banking experience at the financial centres, when they apply for a product and their lifecycle
- is there anything else to include?
For change management plan, areas are:
- culture - internal customer experience culture within the bank. how do i get people to change and commit to deliver good customer experience. also, how do i get the other departments to embrace customer experience and not think that we're making their lives difficult
- apart from the culture, what other areas should i look at?
Thanks in advance!