Pretium Solutions Partners with Philips Consumer Lifestyle to Boost NPS & Customer Loyalty
Pretium Solutions partners with Philips Consumer Lifestyle to boost and sustain Net Promoter Score and customer loyalty in the Philips call center customer experience.
- (1888PressRelease) March 23, 2012 - St. Louis, MO (U.S.A.) - Pretium Solutions has partnered with the Consumer Lifestyle business sector of Koninklijke Philips Electronics N.V. on a comprehensive customer experience initiative, the Golden Touchpoint™, to boost Net Promoter Score (NPS) and customer loyalty at call centers serving Philips consumers throughout Europe.
The Pretium-Philips initiative focuses on the creation of a "new conversation" between customer service agents and Philips customers and the engraining of new customer experience skills and behaviors into the fabric of call center operations, along with changes to call center and company process and systems necessary to optimize the customer experience and create sustainable customer loyalty.
After robust discovery and preparation, Pretium has conducted on-site training and intensive coaching of front-line agents, as well as leadership training and coaching of supervisors and managers in Eindhoven (Netherlands), Barcelona (Spain), Kingston (UK) and Warsaw (Poland). Each site supports multilingual, multi-cultural and multi-geographic customer populations. Ongoing sustainment plans cover internal coaching, calibration of customer interactions among and between call center sites and online learning modules. NPS for call center support of Philips' customers in the Benelux countries (Belgium, Netherlands and Luxembourg) has increased by 38% within the first month after implementation of the Golden Touchpoint™ program. The Pretium-Philips initiative has been successful for customer interactions across service channels. NPS for e-mail and chat interactions has increased significantly - a 58% increase for chat interactions in the Benelux countries over a 5-month period, a 90% improvement for e-mail in Poland over a 2-month period, a 72% increase for e-mail in France over a 3-month period, and a 39% boost for chat in Spain over a 4-month period. Further results and details about Pretium's Golden Touchpoint™ initiative with Philips are contained in the case study available for download at http://is.gd/nXPL2K via www.pretiumsolutions.com.
As a result of Pretium's partnership with Philips Consumer Lifestyle and implementation of the Golden Touchpoint™ initiative, interactions between customer service agents and Philips customers have been transformed, and Net Promoter Score (NPS) has increased dramatically and sustainably across the Philips Consumer Lifestyle customer footprint in Europe.
Pretium Solutions is a premier provider of cutting-edge, sustainable and globally-recognized customer experience management solutions, including customer service, call center and sales training, consulting and leadership programs. Pretium's products and services show companies how to create, build and maintain customer loyalty, the most profitable customer service outcome, and how to deliver the company brand promise throughout the organization and on the front line. Pretium's flagship customer experience solution, the Golden Touchpoint™, has been implemented and is in active use in more than 30 countries and over two dozen languages.