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How to improve your NPS 126 points in 9 months! | Local Land Services, Executive Director of Strategy and Engagement, Carolyn Raine

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Carolyn Raine is the Executive Director of Strategy and Engagement at Local Land Services, a New South Wales government department that helps farmers and land holders with issues around biosecurity and resource management. In this episode, Carolyn shares how they’ve been able to identify issues with their customer experience and drive cultural change that has resulted in a 126 point improvement to their NPS!

 

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Key takeaways (starts at 27:45):

  1. Measuring your CX is vital
  2. Embrace the ratings and review economy
  3. Support your team by building a great culture and offering ongoing training
  4. Find the X-factor in your training
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CXL - Customer Experience Leaders

We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jar 
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