Employees who truly care
Build a self-directing, self-correcting workforce that instinctively conveys its passion and enthusiasm to your customers.
Regular feedback between your frontline employees and company managers is vital to Net Promoter for People: Employees get a clearer vision of your company's mission and their contributions to it, and managers focus on influencing and inspiring instead of directing and controlling.
Use Net Promoter for People's key communication mechanisms—the team huddle meeting, the inner loop and the outer loop—to help build a customer-centric culture.
The huddle: Build ownership through teamwork
Encourage employees at all levels to hold short, regular meetings to discuss customer feedback, share best ideas and celebrate each other's contributions. They'll feel vested in your company's success—and share their excitement with customers.
The inner loop: Turn feedback into action
Collect, disseminate and act on your employees' feedback so supervisors can identify potential opportunities, get ahead of budding problems and inspire employees to reach their full potential.
The outer loop: Address companywide concerns
By gathering input from employees, customers, benchmarking data and other sources, your senior managers can address concerns requiring large-scale answers. The process should be robust, rigorous and transparent for greatest success.
Loyal, motivated employees generate higher productivity and innovation, reduce costs and stay longer—all of which translates into deeper customer loyalty.
Inspired employees create long-term value for your customers and shareholders by providing better service at a lower cost.