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NPS: Measure Customer Loyalty AND Drive Company Culture by Focusing on the Dynamics of Enthusiasm

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The majority of companies spend most of their time focusing on non-customers and dissatisfied customers. Most of the time the most valuable customers and employees are neglected. But what will happen when you start focussing on your superpromoters, the most enthusiastic customers and employees who spread their enthusiasm and infect others with it?

Rijn will show that companies who do this will change their companies culture. They become more customers centric and become more successful on every aspect of their business. This has major implications for marketing, market research and implementation of customer relation systems like NPS.

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NPS: Measure Customer Loyalty AND Drive Company Culture by Focusing on the Dynamics of Enthusiasm

  1. 1. NPS: MEASURE CUSTOMER LOYALTY AND DRIVE COMPANY CULTURE BY FOCUSING ON THE DYNAMICS OF ENTHUSIASM FLAME, FLOW, FLOOD RIJN VOGELAARWWW.SUPERPROMOTERACADEMY.COM
  2. 2. Kaya van Enckevort Qualtrics Account Executive Benelux Rijn Vogelaar Former CEO Blauw Research, The Superpromoter Academy
  3. 3. HELLO, MY NAME IS RIJN VOGELAAR Superpromoter Academy
  4. 4. ENTHUSIASM IN MY PERSONAL LIFE
  5. 5. NOTHING GREAT WAS EVER ACHIEVED WITHOUT ENTHUSIASM RALPH WALDO EMERSON
  6. 6. BLINDNESS ENTHUSIASM WHY ARE WE BLIND? 1. FOCUS ON IMPROVEMENT 2. FOCUS ON COMPLAINTS 3. ENTHUSIASM IS NAIVE
  7. 7. NET PROMOTER SCORE 10 9 8 67 5 4 3 12 EXTREMELY LIKELY PROMOTERS 0 DETRACTORS HOW LIKELY IS IT THAT YOU WOULD RECOMMEND OUR COMPANY/PRODUCT/SERVICE TO A FRIEND OR COLLEAGUE? NOT AT ALL LIKELY
  8. 8. COMMON NPS MISTAKES ... A DETRACTOR IS A CRITIC NPS IS ONLY USED AS A WAY TO IMPROVE HIGHER NPS => FOCUS DETRACTORS & PASSIVES % PROMOTERS = ENTHUSIASM METRIC HIGHER NPS => FOCUS (SUPER)PROMOTERS POINTS FOR IMPROVEMENT BY (SUPER) PROMOTERS HIGHEST PRIORITY!
  9. 9. SHARE INFLUENCE ENTHUSIASM
  10. 10. SUCCESS MOTIVATION / STRATEGY CO-CREATION WHY RELEVANT? MARKETING/ SALES SERVICE/ HR/ STRATEGY DEVELOPMENT/ DESIGN
  11. 11. SHOULD WE ONLY BE POSITIVE?
  12. 12. The Antipromoteris outspoken & negative shares negativity is influential
  13. 13. The Ultimate Battle superpromoters antipromoters versus
  14. 14. DOUBLE FEEDBACKLOOP HIGH NPS SCORE 3. IMPLEMENT SUPERPROMOTER SUPPORT PLAN 2. SUPERPROMOTER DEE DIVE 1. SUPERPROMOTER PROFILER SHOW APPRECIATION LOW NPS SCORE ANALYSE 1. 3. IMPLEMENT IMPROVEMENTS 2. DEEP DIVE SOLVE PROBLEM
  15. 15. AT MY HOME 67% AT PARTIES/BIRTHDAYS 28% IN PRIVATE SOCIAL GATHERING 28% AT WORK 72% SHARERS AT WEDDINGS 9% AT FAMILY FUNCTIONS 40% 12% 0% PHILIPS SUPERPROMOTERS IN INDIA
  16. 16. FINDINGTHEFLAME
  17. 17. 1 2 3 CHALLENGE ON STRENGTH PLEASURABLE (POSITIVE) FEEDBACK
  18. 18. CUSTOMER CENTRICITY FLOW CREATE ENTHUSIASM
  19. 19. Enthusiasm Management by Ritz employees
  20. 20. (POSITIVE) FEEDBACK CREATE ENTHUSIASMFIND YOUR OWN ENTHUSIASM
  21. 21. POSITIVE FEEDBACK
  22. 22. THE FLOW OF ENTHUSIASM POSITIVE START (MEETINGS) COMPLIMENTS POSITIVE STORIES
  23. 23. CREATING A FLOOD
  24. 24. PROMOTERS CREATING WAVES OF ENTHUSIASM
  25. 25. ACTION SUPERPROMOTER
  26. 26. CO-CREATING WITH SUPERPROMOTERS
  27. 27. INNOVATION BY CO-CREATING WITH SUPERPROMOTERS SUPERPROMOTERS … … ARE MOTIVATED … HAVE KNOWLEDGE OF BRAND & COMPETITORS … HAVE SOCIAL INTELLIGENCE … BECOME MORE ENTHUSIASTIC & SHARE THE STORY
  28. 28. LEGO SUPERPROMOTERS
  29. 29. LEGO EVENTS
  30. 30. WHICH STEPS? 1 DEFINE +FIND 2 LISTEN +UNDERSTAND 3 ASSIST
  31. 31. 3 CASES SUPERPROMOTER ACADEMY COMPANIES
  32. 32. NPS -82 CHANGE MANAGEMENT
  33. 33. Superpromoters lead the way 42 Mo the shoemaker
  34. 34. EMPOWER YOUR PEOPLE
  35. 35. VertrouwelijkInterne rapportage | 45 Living on minimum for a month
  36. 36. VertrouwelijkInterne rapportage | 46 Coffee card
  37. 37. NPS 0-65 eNPS +35-35
  38. 38. SUPER- PROMOTER SUPPORT KNOW THEM CREATE (MORE) ENTHUSIASM SUPPORT SHARING & ENLARGE INFLUENCE
  39. 39. Twitter: @rijn WWW.SUPERPROMOTERACADEMY.COM LINKEDIN: Rijn Vogelaar rijn@superpromoteracademy.com
  40. 40. Q&A

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