How to improve your NPS 126 points in 9 months! | Local Land Services, Executive Director of Strategy and Engagement, Carolyn Raine

Customer Experience Leaders

English - September 09, 2019 14:01 - 36 minutes - 33.1 MB - ★★★★★ - 26 ratings
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Previous Episode: Putting ‘care’ back into healthcare experiences | Clinic Mastery, CEO, Ben Lynch

Next Episode: Your 101 guide to STORYTELLING in business

Carolyn Raine is the Executive Director of Strategy and Engagement at Local Land Services, a New South Wales government department that helps farmers and land holders with issues around biosecurity and resource management. In this episode, Carolyn shares how they’ve been able to identify issues with their customer experience and drive cultural change that has resulted in a 126 point improvement to their NPS!

Resources mentioned:

Mercury: An Intimate Biography of Freddie Mercury (book), by Lesley-Ann Jones
Michael Momsen (LinkedIn)
Adam Jaffrey (LinkedIn)

Key takeaways (starts at 27:45):

Measuring your CX is vital
Embrace the ratings and review economy
Support your team by building a great culture and offering ongoing training
Find the X-factor in your training

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.