Amanda Graham leads Customer Experience for Zip Water in the UK. She shares the incredible story of taking Zip from NPS 2 to 60 in four years.
In this episode of the Account Experience Podcast, we dive into this journey, and learn what it takes to get such a big improvement in NPS. Amanda tells us how the biggest impacts came from improving First Contact Resolution and a focus on after sales communication. A key link in the chain is also to measure employee engagement - and Amanda explains how important eNPS is to Zip.
She also passes on a great tip for culture - “Guess the score from the customer comment.” Hint: most employees believe the Net Promoter Score is lower than the one the customer gave.
Listen to this free flowing and unfiltered discussion, with an outpouring of ideas on how to run a practical and successful Account Experience program.
About Zip Water:
Zip Water provides sustainable drinking water systems for homes and offices and is well known for it’s HydroTap which is a multi-function tap which delivers filtered, boiling, chilled and sparkling water on tap, instantly.