In 2016, Comcast decided to implement the Net Promoter System (NPS) as part of their ongoing investment in improving their customer experience. The goal of NPS is to build a culture that is focused on delighting customers and turning them into brand promoters. Comcast needed support to activate the key program elements of NPS with their front-line leaders and staff.
We served as conduit between Comcast Customer Experience team and their global network of representatives. The InnerView team was responsible for: