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How to Measure Customer Loyalty with Net Promoter Score in Salesforce

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You can learn a lot about your customers by asking one question: “How likely are you to recommend us to a friend or colleague?” This is the standard Net Promoter Score (NPS) question and it is a key customer health metric that helps identify brand advocates and at-risk accounts, so you can fight churn. When an NPS program is done right, it can deliver powerful insights about customer loyalty at key stages in the customer journey. But how do you execute an effective NPS Program? We’re here to help. In this session, we’ll share best practices for NPS survey design and distribution, as well as how to integrate your NPS program with Salesforce so you can take action and impact the bottom line.

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How to Measure Customer Loyalty with Net Promoter Score in Salesforce

  1. 1. How to Measure Customer Loyalty with Net Promoter Score in Salesforce
  2. 2. You can learn a lot about your customers by asking one question: How likely are you to recommend us?
  3. 3. Net Promoter Score is a key indicator of customer loyalty
  4. 4. Source: American Express unhappy customers will not do business with you again more likely to talk about a bad experience than a good one 2x more expensive to acquire a new customer than retain an existing one 7x Detractors put your brand and your business at risk 91%
  5. 5. unhappy customers will not do business with you again more likely to talk about a bad experience than a good one 2x Source: American Express; The Temkin Group more likely to refer new customers4x more likely to repurchase5x more likely to try a new offering7x Promoters are your most valuable asset Detractors put your brand and your business at risk 91% +25% Revenue more expensive to acquire a new customer than retain an existing one 7x
  6. 6. Take action on NPS in Salesforce ● Create workflows for real-time follow up ● Automate “always-on” distribution ● Surface account level NPS scores
  7. 7. Three pillars of a successful NPS program DESIGN DISTRIBUTE ACT
  8. 8. Mobile-friendly surveys supercharge engagement Design Source: GetFeedback Customer Study 47% of responses come from mobile devices
  9. 9. Optimize for analytics and action NPS SCORE STRUCTURED QUESTION OPEN ANSWER THANK YOU PAGE Design
  10. 10. Optimize for analytics and action NPS SCORE STRUCTURED QUESTION OPEN ANSWER THANK YOU PAGE Design
  11. 11. Jan Quarter 3 NPS April Customer Signs Up July Quarter 1 NPS Oct Quarter 2 NPS April Renewal We have an “always-on” programDistribute
  12. 12. Salesforce automates the processDistribute
  13. 13. Act GetFeedback gives you a pulse on NPS
  14. 14. NPS data shapes customer conversationsAct
  15. 15. From: GetFeedback NPS Program To: Desiree Jones, Customer Success Manager Subject: Alert! Gold customer submitted negative feedback. Sent with Workflows prompt immediate follow up Act 66% more likely to re-purchase if complaints are quickly addressed Source: Service America
  16. 16. Analytics drive meaningful change Act 10% increase in customer health
  17. 17. Thank You! www.getfeedback.com/NPS
  18. 18. APPENDIX Demo Screenshots

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