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Huddle
While measuring NPS® is a crucial part of any feedback-driven organization, it’s the three pillars of NPS® that actually make the programme a success – the Inner Loop, the Outer Loop and Huddle.
There’s no denying that the Net Promoter Score® is the go-to metric when it comes to measuring Customer Loyalty, Customer Satisfaction & Customer Experience. But with the explosion in popularity of the Net Promoter Score, the concept of NPS has become more of an all-encompassing system from the “ultimate question” that it set out to be. So much so that the Net Promoter Score® is now being referred to as the Net Promoter System®.
Home » Platform » Act » Huddle
Huddle
While measuring NPS® is a crucial part of any feedback-driven organization, it’s the three pillars of NPS® that actually make the programme a success – the Inner Loop, the Outer Loop and Huddle.
There’s no denying that the Net Promoter Score® is the go-to metric when it comes to measuring Customer Loyalty, Customer Satisfaction & Customer Experience. But with the explosion in popularity of the Net Promoter Score, the concept of NPS has become more of an all-encompassing system from the “ultimate question” that it set out to be. So much so that the Net Promoter Score® is now being referred to as the Net Promoter System®.
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Huddles are most effective when they are more regular within an organisation and there is a cadence that matches with the needs of a particular group.
Rob Markey – Partner
Bain & Company
Source: Bain & Company
Frontline staff deal with your customers on a day-to-day basis and they can assess the customers’ emotions that an ideal CEM may at times not be able to. Customers often approach them directly with concerns and they are also able to identify patterns, such as noticing which products attract in-store attention but rarely result in a purchase, or if customers get confused by the marketing communications and so on.
What is ‘Huddle’ and why is it important?
A daily huddle is a short meeting, usually taking only about 15 minutes, conducted by the team leader before the start of the day or shift. The team discusses the tasks before them for the day and any news about customers—emerging challenges, suggestions in improving processes, escalations, etc. is discussed. A note of the same is taken and the relevant people are notified of the minutes.
Huddles serve a variety of important purposes in the Net Promoter System. Huddles help organizations and their employees by:
1. Building commitment
2. Lending a helping hand
3. And escalating and highlighting broader issues
Through the Act module, LitmusWorld helps employees receive real-time feedback on their performance from a customer view, driving individual learning across the frontline.
Inner Loop
Granular customer feedback
Qualitative and quantitative metrics for customers to evaluate frontline staff.
Reply to customers
Ability to follow-up with customers through replies and notifications; automated or manual.
Internal communication
Workflow tools to facilitate information transfer across the hierarchy; identify action items and training requirements.
Outer Loop
Interactive analytics
Variety of analytics to gain insight from structured and unstructured data.
Integration capabilities
Ability to combine customer feedback with data from client systems (HRMS/CRM/ MIS) for greater insight.
Communication
Customer/employee conversations to track implementation and rollout of new initiatives.
“
Huddles are most effective when they are more regular within an organisation and there is a cadence that matches with the needs of a particular group.
Rob Markey – Partner
Bain & Company
Source: Bain & Company
Frontline staff deal with your customers on a day-to-day basis and they can assess the customers’ emotions that an ideal CEM may at times not be able to. Customers often approach them directly with concerns and they are also able to identify patterns, such as noticing which products attract in-store attention but rarely result in a purchase, or if customers get confused by the marketing communications and so on.
What is ‘Huddle’ and why is it important?
A daily huddle is a short meeting, usually taking only about 15 minutes, conducted by the team leader before the start of the day or shift. The team discusses the tasks before them for the day and any news about customers—emerging challenges, suggestions in improving processes, escalations, etc. is discussed. A note of the same is taken and the relevant people are notified of the minutes.
Huddles serve a variety of important purposes in the Net Promoter System. Huddles help organizations and their employees by:
1. Building commitment
2. Lending a helping hand
3. And escalating and highlighting broader issues
Through the Act module, LitmusWorld helps employees receive real-time feedback on their performance from a customer view, driving individual learning across the frontline.
Inner Loop
Granular customer feedback
Qualitative and quantitative metrics for customers to evaluate frontline staff.
Reply to customers
Ability to follow-up with customers through replies and notifications; automated or manual.
Internal communication
Workflow tools to facilitate information transfer across the hierarchy; identify action items and training requirements.
Outer Loop
Interactive analytics
Variety of analytics to gain insight from structured and unstructured data.
Integration capabilities
Ability to combine customer feedback with data from client systems (HRMS/CRM/ MIS) for greater insight.
Communication
Customer/employee conversations to track implementation and rollout of new initiatives.
Huddles help build a sense of customer and employee experience ownership across all levels of the organisational hierarchy.
Enabling the Huddle via LitmusWorld
Employee Spotlight
Recognize your employees for their outstanding performance and achieved targets.
Action Plans
Discuss, debate and chalk out the key agendas. One place for all tasks and deliverables.
Process Improvement
Brainstorm and suggest suitable ideas for process improvement. Escalate issues to the concerned levels.
Huddles help build a sense of customer and employee experience ownership across all levels of the organisational hierarchy.
Enabling the Huddle via LitmusWorld
Employee Spotlight
Recognize your employees for their outstanding performance and achieving targets.
Action Plans
Discuss, debate and chalk out the key agendas. One place for all tasks and deliverables.
Process Improvement
Brainstorm and suggest suitable ideas for process improvement. Escalate issues to the concerned levels.