0
delight
NetPromoter @ Intuit
Mike Kendall
APD Customer Experience Leader
Brian Andrews
Vice President, Customer Experience...
The purpose of a business?
… To
create and
keep
customers
Peter Drucker
The Power of Engaged Employees
E+
C
"
S
Delight…
4
enchantment
rapture
pleasure
mirth
joy
jollity
hilarity
gratification
glee
gladness
glory
freak out
fascinate
a...
Satisfy…
55
placate
indemnify
conciliate
get by
comply with
suffice
disburse
pacify
comfort
conform to
dispel doubt
be ade...
Delight drives revenue growth
Customer
experiences…
Promoters
Retention
Higher spend
… with impact on
revenue growth
… dri...
Leadership blunders
CEOs believe their
brand offers a
superior
experience80%
8% of their customers
agree
Source: Bain & Co.
Intuit’s journey with Word of Mouth
Net Promoter Score
®
is best measure of
E2E customer experience
How likely is it that you would
recommend ________ to a fr...
Net Promoter Score calculation
%Promoters
Net Promoter Score (NPS)
%Detractors0-6
minus7-8
9-10
Extremely
likely
Extremely...
5 Year Revenue CAGR
% Net Promoter
For Airlines
Net Promoter Score is highly correlated
to revenue growth
Source: Bain & C...
Net Promoter across various companies
60+
40-60
0-20
NPS
20-40
Source: SatMetrix 2009
Question: How Satisfied Does a Customer
Need to Be?
Overall Satisfaction
0 10
To create promoters, satisfaction isn’t good
enough
“Satisfied customers are just parked on your doorstep and
will gladly ...
The easiest way to increase NPS???
Application: NPS in Your Practice
Establish year-over-year growth rate
2004 2005 2006 2007 2008 2009 2010
Revenue
($000s)
...
Simple 3-Step Process
Survey Analyze Act
• Survey your clients
Able & Company
Accountants and Consultants
100 Main Street
Anytown, USA 11111
November 8, 2010
Mr. G...
XXX Consulting
300 Main Street
Anytown, USA 11111
November 8, 2010
Mr. Great Client
200 Main Street
Anytown, USA 11111
Dea...
XXX Consulting
300 Main Street
Anytown, USA 11111
November 8, 2010
Mr. Great Client
200 Main Street
Anytown, USA 11111
Dea...
• Survey your clients
Survey Analyze Act
Calculate your Net Promoter Score
Survey Analyze Act
Promoter Passive Detractor
Priorities for
Upgrading
experience
Diagnosis for
Upgrade
Diagnosis
and recovery
options
Recove...
Simple 3-Step Process
24
Survey Analyze Act
•  Survey your clients
•  Calculate Net Promoter
Score
•  Analyze Results by
s...
Use Your Clients to Help You Improve
1. Go to
http://blog.accountant.intuit.com/
industry-news/net-promoter
2. Survey your client base
3. Analyze your survey r...
One Last Thought
It is just as
important to keep
Promoters happy as
it is to solve
Detractor issues
and make them
Promoter...
28
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NetPromoter @ Intuit

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Transcript of "NetPromoter @ Intuit"

  1. 1. delight NetPromoter @ Intuit Mike Kendall APD Customer Experience Leader Brian Andrews Vice President, Customer Experience & Business Excellence Changing lives so profoundly, people can’t imagine going back to the old way…
  2. 2. The purpose of a business? … To create and keep customers Peter Drucker
  3. 3. The Power of Engaged Employees E+ C " S
  4. 4. Delight… 4 enchantment rapture pleasure mirth joy jollity hilarity gratification glee gladness glory freak out fascinate attract wow thrill score rejoice jubilate hit the spot go over big
  5. 5. Satisfy… 55 placate indemnify conciliate get by comply with suffice disburse pacify comfort conform to dispel doubt be adequate remunerate atone liquidate recompense content appease
  6. 6. Delight drives revenue growth Customer experiences… Promoters Retention Higher spend … with impact on revenue growth … drive customer behaviors…
  7. 7. Leadership blunders CEOs believe their brand offers a superior experience80% 8% of their customers agree Source: Bain & Co.
  8. 8. Intuit’s journey with Word of Mouth
  9. 9. Net Promoter Score ® is best measure of E2E customer experience How likely is it that you would recommend ________ to a friend or colleague? ® Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld
  10. 10. Net Promoter Score calculation %Promoters Net Promoter Score (NPS) %Detractors0-6 minus7-8 9-10 Extremely likely Extremely unlikely How likely is it that you would recommend ________ to a friend or colleague? Source: Bain & Co.
  11. 11. 5 Year Revenue CAGR % Net Promoter For Airlines Net Promoter Score is highly correlated to revenue growth Source: Bain & Co.
  12. 12. Net Promoter across various companies 60+ 40-60 0-20 NPS 20-40 Source: SatMetrix 2009
  13. 13. Question: How Satisfied Does a Customer Need to Be? Overall Satisfaction 0 10
  14. 14. To create promoters, satisfaction isn’t good enough “Satisfied customers are just parked on your doorstep and will gladly move along when they find something better.” 84% -6% -94% NPS by Sat for an Intuit Offering (5/2009) Extremely Satisfied Satisfied Dissatisfied
  15. 15. The easiest way to increase NPS???
  16. 16. Application: NPS in Your Practice Establish year-over-year growth rate 2004 2005 2006 2007 2008 2009 2010 Revenue ($000s) CAGR = 4%
  17. 17. Simple 3-Step Process Survey Analyze Act
  18. 18. • Survey your clients Able & Company Accountants and Consultants 100 Main Street Anytown, USA 11111 November 8, 2010 Mr. Great Client 200 Main Street Anytown, USA 11111 Dear Great Client: We want to thank you for your business. Our firm values the relationship we have with you and want you to know how much we appreciate you. Our main goal at the firm is to provide you with services that will help you increase your business and profitability. We want the experience you have with us to be so good, that you will actively recommend our firm to your friends and colleagues. To do this we need to know how we are doing currently and what we need to do to strengthen our relationship with you so that you never hesitate in recommending us to others. We have engaged XXX Consulting to get this information from you, tabulate the results, and report back to our firm on their findings. Once we have the results we would like to schedule a meeting with you to discuss areas where we can improve our services to you. Again, thanks for your business and we look forward to a long mutually beneficial relationship. Sincerely yours, J.B. Smith Partner, Able & Company Survey Analyze Act
  19. 19. XXX Consulting 300 Main Street Anytown, USA 11111 November 8, 2010 Mr. Great Client 200 Main Street Anytown, USA 11111 Dear Great Client: Please complete the following survey and return to XXX Consulting in the envelope provided. 1.  How likely are you to recommend Able & Company to your friends and colleagues? Please answer on a scale of 0 to 10, where 10 is “extremely likely” and 0 is “not likely”? ___. 2. Please explain the reasons for your response to question 1. ____________________________________________________ ____________________________________________________ 3. If you answered 0 through 8, what are the three most important things Able & Company must do to have you answer 9 or 10 in the future? ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ Thanks for your response. Able & Company 1242-01-02
  20. 20. XXX Consulting 300 Main Street Anytown, USA 11111 November 8, 2010 Mr. Great Client 200 Main Street Anytown, USA 11111 Dear Great Client: Please complete the following survey and return to XXX Consulting in the envelope provided. 1.  How likely are you to recommend Able & Company to your friends and colleagues? Please answer on a scale of 0 to 10, where 10 is “extremely likely” and 0 is “not likely”? ___. 2. Please explain the reasons for your response to question 1. ____________________________________________________ ____________________________________________________ 3. If you answered 0 through 8, what are the three most important things Able & Company must do to have you answer 9 or 10 in the future? ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ Thanks for your response. Able & Company 1242-01-02 Client number – 1242 Partner number – 01 Staff number - 02
  21. 21. • Survey your clients Survey Analyze Act Calculate your Net Promoter Score
  22. 22. Survey Analyze Act
  23. 23. Promoter Passive Detractor Priorities for Upgrading experience Diagnosis for Upgrade Diagnosis and recovery options Recovery 50 20 20 How do we get better? What do we need to do to upgrade to 9 or 10? What do we need to fix? call ask do Source: Bain & Co. Survey Analyze Act
  24. 24. Simple 3-Step Process 24 Survey Analyze Act •  Survey your clients •  Calculate Net Promoter Score •  Analyze Results by separating Promoters, Neutrals, Detractors •  Look for Themes •  Determine a Plan for Promoters, Neutrals, Detractors •  Implement Improvements •  Repeat the Process Establish year-over-year growth rate
  25. 25. Use Your Clients to Help You Improve
  26. 26. 1. Go to http://blog.accountant.intuit.com/ industry-news/net-promoter 2. Survey your client base 3. Analyze your survey results 4. Identify 3 actions you can take to increase your promoter base (increase NPS score) Four things you could do in the next 60 days
  27. 27. One Last Thought It is just as important to keep Promoters happy as it is to solve Detractor issues and make them Promoters.
  28. 28. 28
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