This information is confidential and was prepared by Bain & Company solely for the use of our client;

it is not to be relied on by any 3rd party without Bain's prior written consent
DRAFT
La Experiencia de Consumo
16 de mayo de 2013
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent
2
130516-La Experiencia de Consumo - ICARE v11 DAL
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent
3
130516-La Experiencia de Consumo - ICARE v11 DAL
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent
4
130516-La Experiencia de Consumo - ICARE v11 DAL
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent
5
130516-La Experiencia de Consumo - ICARE v11 DAL
Los lderes de lealtad tienen mayores
ingresos y menores costos

15%
Menor

>2x
CAGR
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent
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130516-La Experiencia de Consumo - ICARE v11 DAL
Con qu lenguaje comunicamos a los
empleados, socios y accionistas?
NDICE DE SATISFACCIN LDER POR # DE ATRIBUTOS
Precios
Promociones
Beneficios
Exactitud en el cobro
Equipos
Atencin telefnica
Factura
Servicios de valor
agregado
Calidad de llamadas
SMS
Servicio de recarga
Atencin personalizada
Servicio tcnico
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent
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130516-La Experiencia de Consumo - ICARE v11 DAL
Pasivos
0-6
7-8
9-10
Promotores
Net Promoter Score (NPS)
Menos NPS del mejor competidor relevante
Detractores
NPS relativo (rNPS)
Menos
Muy
probablemente
Muy
improbablemente
Nos recomendara a un amigo?
El Net Promoter Score (o NPS)
% Promotores
% Detractores
1
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent
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130516-La Experiencia de Consumo - ICARE v11 DAL
Comenzamos con slo una compaa
ahora son miles
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent
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130516-La Experiencia de Consumo - ICARE v11 DAL
PROMOTORES
PERMANECEN MS Y REFIEREN MS COMPRAN MS
Es fundamental medir el valor de un
promotor vs. un detractor
2
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent
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130516-La Experiencia de Consumo - ICARE v11 DAL
El anlisis de causas raz tiene que ser un
input clave para la estrategia
3
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent
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130516-La Experiencia de Consumo - ICARE v11 DAL
Cuando los consumidores
compran algo por el que
resultan insatisfechos, 95%
de ellos no reclama a la
compaa, pero se lo cuenta a
10 o 15 amigos

Columna de opinin, 4 de mayo de 2013
Pero, cmo mejoramos sin el feedback
de nuestros clientes?
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent
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130516-La Experiencia de Consumo - ICARE v11 DAL
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent
14
130516-La Experiencia de Consumo - ICARE v11 DAL
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent
15
130516-La Experiencia de Consumo - ICARE v11 DAL
La ejecucin del ciclo de feedback
cerrado real-time a alta velocidad
Encuesta al cliente es
enviada al correo
electrnico donde
envan la factura
Feedback es recogido
mediante encuesta
online de NPS
Los hallazgos son
compartidos por el
equipo de la tienda
cada da
Los gerentes de la tienda llaman a todos los Detractores y a un conjunto de
Promotores
1 2 3
4
4
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent
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130516-La Experiencia de Consumo - ICARE v11 DAL
NET PROMOTER SCORE 25% NET PROMOTER SCORE 75%
Y es mucho ms divertido atender a
promotores que a detractores!
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent
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130516-La Experiencia de Consumo - ICARE v11 DAL
?
NPS EMPLEADOS 20% NPS CLIENTES 75%???
Pero empleados pasivos y detractores
pueden crear un ejrcito de promotores?
5
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent
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130516-La Experiencia de Consumo - ICARE v11 DAL
Los incentivos tienen que estar alineados
a los resultados deseados
ANTES DESPUS
Componente
de equipo
6
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent
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130516-La Experiencia de Consumo - ICARE v11 DAL
El proceso para incluir este sistema
dentro del ADN lleva mucho tiempo
Instalacin Realizacin Repetibilidad
Instalar algo
nuevo
Lograr el resultado
deseado
Generar nuevas
fortalezas
Desplegar
nuevo sistema
de NPS
Lograr los
cambios de
comportamiento
necesarios
Incorporar
habilidades y
comportamientos
7
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent
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130516-La Experiencia de Consumo - ICARE v11 DAL
Cada da recibimos
20.000 feedbacks
que el equipo y
socios leen y de los
cuales aprenden
Este es uno de los
mayores programas
de cambio jams
emprendidos por
Telstra
Se requiere liderazgo y compromiso
pblico
8
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent
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130516-La Experiencia de Consumo - ICARE v11 DAL
8 elementos para crear un sistema NPS
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent
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netpromotersystem.com