Price Change 2025
Net Promoter Score (NPS) is one of our key KPIs. It gives us valuable insight into how our brand is perceived and whether our service leaves a lasting impression — strong enough for customers to recommend us.
In this session, we’ll explore how we can improve the customer journey by delivering consistently great service. We’ll identify the challenges we face, share ideas on how to overcome them, and map out the key moments that matter during a customer visit.
Price Change 2025
What challenges do you face when trying to deliver
consistently great customer service?
What can we do — individually and as a team — to overcome these barriers?
Price Change 2025
Thinking about a typical customer journey, what does great
service look like before, during, and after a visit?
Create a simple step-by-step plan that outlines the key touchpoints and interactions throughout a visit. For each stage, consider:
What do you do?
What actions need to be taken?
What conversations should you be having with the customer?
You’ve got 10 minutes to build your version of a great customer journey.
Ready? Let’s map it out.
Price Change 2025
Price Change 2025
In today’s session, we’ve taken a fresh look at what brilliant customer service looks like and how
small changes at key touchpoints can have a big impact on NPS.
Key takeaways
Great service is about consistency and connection at every stage of the customer journey
Small actions matter — clear communication, empathy, and ownership go a long way
Sharing challenges and supporting each other helps us all get better
Next steps
Take a moment to reflect on today’s session and think about how you can apply what you’ve learned on your next visit
Keep sharing knowledge and best practices with the team
Continue building on these insights and bring them into to your 1-2-1s for follow-up conversations