The day my client said.. “BOOM..!!!!”

#EnthusiasticElisa #CultureAlignmentistheKey

#ONETeam #SNAPS #SageandNotableAdvisesfromPatrickSalazar

Their average NPS was in the negative when we first met and obviously they need help.

Wait….

Hold that thought for one second and let me tell you about the day my youngest daughter shed a tear. Elisa Adrienne loves studying and learning new things. She has a lot of friends who share the same hobby… studying. She graduated Valedictorian in Prep-school and when she transferred to a BIG school for Elementary… there were lots of other very smart & intelligent students. We told her that’s a great opportunity to learn more, share more and meet new friends who also loves studying. In the big school, she usually faired as Rank 3 or Rank 4 in her class. She studied more and she studied harder constantly.

One day last semester, she video-called me and her eyes were holding her tears. She said…

“Papa, finally, I’m rank #1.”

Our culture alignment was at the center of our strategic partnership.

*Results for the last 3 years:

From their average of negative NPS when we met… we brought it to an average of +30 the following year. Then the year that followed…. with double that NPS number.

And that was the day my client said…

“Boom great job!!!!”

*Now, back to my NPS story.

To help our client, we did two things:

#1. We added “Love” into how we understood their very demanding & ever evolving customers, and their internal processes.

We hired the right Associates & Leaders. We enhanced the training program for all roles. We provided high-touch & high-tech support to our Frontline Associates and Frontline Leaders. We invested & added more CX & Sales Coaches. We evolved their quality framework into a Quality Culture. We provided constant deep-dives & insights on their E2E customer journey (happening weekly).

I personally have my own “Weekly FRESH Call Listening Thursdays” attended by my entire Team (delivery, quality, training, coaches, recruitment, transformation, engagement). We worked very closely & communicated very often with our clients (including WhatsApp messaging each other on weekends, holidays). We invested in transformation projects. We agreed to disagree and win together through lean season, shorts volume spikes and the holiday peak season, etc.

#2. We agreed to align the cultures of both our organizations on how we took care of our clients, their customers, and most importantly our Associates.