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For Customer Experience Professionals

Case Study: Philips Uses eLearning To Communicate The Benefits Of Net Promoter

Partnership With Jellyvision Lab Leads To An Engaging Training Module

February 23, 2012

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Why Read This Report

One of the challenges that market insights professionals struggle with is the communication of research results across the organization. The Customer Experience and NPS team at Philips was tasked with promoting Net Promoter Score (NPS) to the global organization. After looking into a number of options, the team decided to opt for eLearning with a twist — using humor as a way to communicate and train. Philips developed a short, interactive quiz with Jellyvision Lab that explains the basics of NPS and delivers a "sticky message." Within six months, more than 16,000 employees had taken the training, with very positive results. Next steps include adding more interactivity to the module and launching new promotion activities.

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Table of Contents

  • Situation: How To Communicate The Benefits Of NPS In A Large, Global Company
  • Best Practice: Philips Opted For eLearning — But With A Sense Of Fun
  • Best Practice Results: eLearning Brought NPS Home To Many
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