124: Brian Andrews, VP of Customer Experience at Sprint

Adam and Jeannie interview Brian Andrews, VP of Customer Experience at Sprint, at the 2016 CXPA Insight Exchange. Brian Andrews, Pioneering NPS at Intuit and Sprint Before there was a playbook or a Harvard Business Review article on the practice, Brian was adopting Net Promoter Score at Intuit. Adam and Jeannie had the chance to discuss Brian’s challenges and triumphs during the early days of using NPS. Brian is now the Vice President of Customer Experience at Sprint. Under his direction, they have adopted NPS with great success. With more than 6,000 retail locations, Sprint is using NPS as part of a holistic customer experience program to deliver exceptional experiences through a highly-engaged, well-enabled staff. Thinking of adopting NPS in your organization? With Brian’s help, customer experience powerhouses like Intuit and Sprint have laid the groundwork. Listen in and learn how NPS can help fine-tune your customer experience. About our guest Brian Andrews joined Sprint in February, 2015 to lead Sprint’s Customer Experience transformation and install Sprint’s Net Promoter System (NPS.) Prior to Sprint, Brian held executive roles at Compaq/HP and Intuit, where we pioneered process improvement, customer experience, and loyalty efforts. While at Intuit, the company became the FIRST to adopt NPS! Brian also is a charter member of the CXPA and has been actively involved. Connect with Brian LinkedIn Twitter Related Content 360Connext® post, Are Your KPI’s Leading You to a Disaster? Customers That Stick® post, Customer Service: What Does Good Look Like? Episode 097: The Best Customer Loyalty Metrics Episode 046: Tom Schwab on Inbound Marketing Sponsor message: Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com.   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices