"People yearn for change, they relish being part of a movement, and they talk about things that are remarkable, not boring."
IT IS VERY DIFFICULT TO SET UP A GOOD NPS PROGRAMME. SO I COLLECTED ALL THE FINDINGS, EXPERIENCES AND THE (HARD) LESSONS LEARNED IN SETTING UP NPS PROGRAMMES. AND BROUGHT THEM TOGETHER IN ONE MODEL...
Whilst trying to get a programme off the ground in the early days we tried a lot of different things. Some based on what other programmes at other companies did, some based on intuition and earlier experiences, some from browsing the web and studying literature. The ones that worked were kept, the ones that failed we got rid off and replaced with new stuff. Throughout the years this trial-and-error approach resulted in an number of successful elements to set up a solid NPS infrastructure, a solid NPS organisation and ways to spark an enthusiastic NPS movement.
What better to do that to distill it to one useful model? To use the power of NPS and to engage your organisation with it.
The STICK | ENGAGE | CHANGE model
This model is a useful framework for anyone working with NPS. Whether you are just starting out or are already on an advanced programme. Next to the essential basics it also uses various elements for creating movement, from data storytelling and change management to behavioral aspects (what makes someone act).
The model builds up from the two main pillars: a very solid strategy & system and setting up the organisation to understand and deal with the collected data, insights and feedback. Yet the success lies in the motivation: tapping into what you can do to spark interest, recognize different motivations for different people in different phases, identify and remove obstacles to get NPS in everyone’s DNA.
Easy said. But how do you accomplish that? That's what the whole top part of the model is for: how to start a movement following three steps: STICK, ENGAGE, CHANGE. Starting with targeting the right people in the right way for a controlled start, you then go on building momentum (actually by disrupting it) and overcoming the tipping point after which NPS is in everyone’s heart and mind.
Is it easy ?
No. It’s hard to get people, teams, business lines to sway. Quite simply, you have to get the basics right. Maybe even more so as NPS so easy becomes touchy-feely-customer-emotionally (a.k.a. “Unicorn Candyland”).
That means your programme has to be aligned to the strategy, it needs to have a solid business case, planning, targets and all else you need for a multi-faceted programme. But on top of it it is creating an inspiring environment that will set you apart from the bland rest.
Success is to get people to rally behind the story. So it becomes their story. And so you can create a buzzing and entrepreneurial atmosphere in which everyone understands, uses and loves NPS to realise the best customer experience possible. This model is your key to it.
Oh, and this is not pixie dust. We've done it, validated it, and embraced it.
But smile, you're in for a fantastic ride
By the way... using this approach makes your own NPS assignment one fantastic ride. Imagine you get to spend all day working on an NPS Programme that is set up to spark enthusiasm, trigger, nudge, confuse, provoke, be fun and entertaining. One in which you and more and more employees have fun, feel pride, take up their responsibility and initiate more customer centric activities then you could ever have dreamt of.
Wouldn't you want that to be your daily routine?