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Philips on Net Promoter Scores: Part II - How to Get Internal Buy-in
At Philips Consumer Lifestyle, improving the Net Promoter Score (NPS) is top priority – so much so that internal bonuses are now tied to it. According to Tony Sciarrotta, Director of Asset Recovery, the NPS has become so important that the company has “changed its DNA” in order to get all internal organizations bought into improving it. “Ultimately, everyone does affect that end consumer experience,” says Tony.
In the below podcast, Tony outlines how and why you can spread the word about NPS to your employees and get them bought into the idea the improving the customer experience will effectively better the whole business. He explains why returns numbers will inevitably go down as NPS goes up.
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Philips on Net Promoter Scores: Part I – The Basics of NPS & Effects on Returns
How likely would your customers be to recommend your brand to their friends? The more likely they are, the less likely they’ll be to return products to your store. Why? It all has to do with something called your Net Promoter Score (NPS), and in this two-part podcast, Tony Sciarrotta, Director of Asset Recovery at Philips Consumer Lifestyle, talks about why it’s an important metric to monitor and how a good score can effectively reduce in-store returns.In part one, Tony breaks down what the NPS is and what you can do to understand and improve yours. Listen to the podcast here, and stay tuned for part two where Tony will discuss how to get NPS embraced throughout the internal organization.
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Steve Koenig of the Consumer Electronics Association talks about CE trends
In this interview conducted by Kelly Hushin, our Online Content Manager, Steve sheds light on some interested analysis gleaned from consumer electronics data. Find out what consumer trends are driving growth, how retailers and manufacturers can change their business models to accommodate these trends and how it all affects the returns policies of these companies.
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Q&A with Rubina Farooq, Director, Reverse Logistics, LG Electronics
40% of LG’s returned inventory consists of ‘no fault found products’. What are the steps LG has taken to reduce it’s returned inventory? Find out in this Q&A with Rubina Farooq.
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Turning A Non-Core Service Into A Core, Key Differentiator
Manufacturing companies are slowly beginning to realize that their core business alone may not satisfy bottom-line expectations, and that the time has come to expand what has so far been perceived to be the core. Their focus has to now go beyond just the sale of products they manufacture to incorporate after-sales service as a core component of their business strategy. This calls for an extension of their business
model, and a re-modeling of the corporate culture and approach.
This white paper from WNS provides insights into how manufacturing companies can 'extend their enterprise' and outperform their competition through after-sales service excellence.
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