20150127-Bain-Who_Should_Run_Your_Net_Promoter_System®_8页_1mb

Net Promoter System Management Analysis

Key Insights

The Net Promoter System (NPS) requires effective leadership from a Chief Customer Officer (CAO) to overcome organizational resistance and drive customer loyalty improvements. CAOs must possess specific traits and avoid common selection pitfalls.

Five Essential Traits of an Effective CAO

• Muddy boots: Hands-on experience in the field, built trust and respect within the organization.
• Street cred: Personal credibility earned through peer trust and deep respect for customers and employees, helping build consensus.
• Beggar, borrower, thief: Resourcefulness to operate with limited authority, often poaching team members and securing support from other departments.
• The heart of a customer: Ability to view the company through the customer's eyes, empathizing with their experiences and driving cultural change.
• True grit: Determination to face challenges directly, even at personal risk, to maintain and improve the NPS process.

Common Myths About CAO Selection

• Candidates from legendary service companies (e.g., Disney, Nordstrom) may struggle due to lack of organizational knowledge and fresh perspectives that don't fit the new role.
• Experienced NPS leaders may impose ineffective assumptions about their previous roles, reducing effectiveness if not adapted to the current company culture.
• Internal experts in customer service might resist necessary changes due to vested interests in existing methods.

Successful Case Study

Omar Hashem at NCB overcame resistance by persistently implementing NPS, demonstrating qualities like true grit and muddy boots, leading to significant progress despite initial obstacles.

Conclusion

Finding the ideal CAO involves seeking diverse backgrounds and avoiding over-reliance on conventional candidates, focusing instead on the five key traits that enable success in transforming customer experience management.