Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

[Webinar] How to Really Use NPS For Growth

189 views

Published on

This is the presentation for our webinar - How to Really Use NPS For Growth.

Published in: Business
  • Be the first to comment

  • Be the first to like this

[Webinar] How to Really Use NPS For Growth

  1. 1. How to really use NPS® for Growth 29 June 2016 Webinar time: 25 mins Q & A: 5 mins. Customer Guru Tweet to us @custguru using #WebinarWednesday and #NPS4Growth This webinar is brought to you by Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld
  2. 2. Webinar Hosts Kushal Dev Loves sales and beer COO & CO-founder, Customer Guru Sales champion NPS® growth architect Vivek Jaiswal Loves tech and getting up before the sun rises CEO & CO-founder, Customer Guru Product champion NPS® implementation in major brands across Europe and N.A. David McCann Loves to travel; recently relocated to India CEx Consultant Employee engagement champion Retail Banker, Ex-Scotia Bank
  3. 3. Agenda 1.  A quick refresher on NPS 2.  Asking the right question 3.  Focusing on the reason, not the rating 4.  What to do with the NPS feedback data 5.  How to really use NPS for Growth
  4. 4. Quick refresher – What is NPS?
  5. 5. So why is NPS better? Empirically derived
  6. 6. So why is NPS better? Empirically derived Correlates to growth
  7. 7. So why is NPS better? Empirically derived Correlates to growth Establishes accountability for Customer Experience
  8. 8. So why is NPS better? Empirically derived Correlates to growth Establishes accountability for Customer Experience Standardized
  9. 9. So why is NPS better? Empirically derived Correlates to growth Establishes accountability for Customer Experience Standardized NPS •  Simple •  Easy to understand •  Actionable •  Gets more responses •  Defines a process •  Operation focused Others •  Lengthy questionnaire •  Research oriented •  Requires analysts to understand •  Costlier to run •  Not standardized
  10. 10. How do you really use NPS for growth??
  11. 11. Set up NPS as a metric and track it regularly; across different touch-points, and between different segments.
  12. 12. …before that you need to bring purity in that number!
  13. 13. Ask the right question Ø  NPS question hidden beneath several other questions Ø  Incorrectly worded question Ø  What’s the right question?
  14. 14. Can you spot the sniper?
  15. 15. Can you spot the sniper?
  16. 16. Can you spot the sniper?
  17. 17. Can you spot the sniper?
  18. 18. Can you spot the sniper?
  19. 19. That’s how it feels when NPS is buried in a longer survey Based on your experience with this flight, how likely would you be to recommend Delta to a friend or colleague? o  Extremely likely o  Very likely o  Somewhat likely o  Not very likely o  Not at all likely
  20. 20. Sample 2 – Incorrectly worded question How was your experience with our fireworks? q Excellent q Good q Average q Poor q Very poor Would you recommend us to your friends? q  Yes q  No ACME Fireworks Submit
  21. 21. The RIGHT way to ask the Ultimate Question Based on your recent experience, how likely is it that you would recommend us to your friends and family? ACME Fireworks Submit 0 1 2 3 4 5 6 7 8 9 10
  22. 22. Download “A Purist’s Guide to NPS Survey Design” bit.ly/NPS-SURVEY For more ideas, tips, and samples…
  23. 23. Focus on the reason, not the ratings Ø  The score is not everything that matters…
  24. 24. Which one gives you actionable data? Please rate your experience with the following departments: Please tell us why you gave us that rating: q  No-one was at the reception when I arrived q  Opening hours of the restaurant aren’t suitable q  Restaurant service was poor q  Gym did not have a instructor 5 4 3 2 1 Front office q  q  q  q  q  Security q  q  q  q  q  Restaurant q  q  q  q  q  Gym q  q  q  q  q  Sample 1 Sample 2
  25. 25. Which one gives you actionable data? Please rate your experience with the following departments: Please tell us why you gave us that rating: q  No-one was at the reception when I arrived q  Opening hours of the restaurant aren’t suitable q  Restaurant service was poor q  Gym did not have a instructor 5 4 3 2 1 Front office q  q  q  q  q  Security q  q  q  q  q  Restaurant q  q  q  q  q  Gym q  q  q  q  q  Sample 1 Sample 2 This is more actionable!
  26. 26. Some real-world examples
  27. 27. Obsess over the why, not the score!
  28. 28. 1 It will shape the company culture Obsess over the why, not the score!
  29. 29. 1 It will shape the company culture 2 Score helps to compare, but doesn’t tell what to do Obsess over the why, not the score!
  30. 30. 1 It will shape the company culture 2 Score helps to compare, but doesn’t tell what to do 3 By going after the why, the score will take care of itself Obsess over the why, not the score!
  31. 31. What to do with all the NPS feedback? “…customers who fall into each of NPS’ three categories require distinct communications.” ~ American Marketing Association
  32. 32. Use NPS as a thermometer to measure customer experience and loyalty temperature Make it a metric Design customer centric initiatives based on NPS data Identify the drivers of positive and negative customer experience Segment NPS data by customer and product segments Start with these first steps
  33. 33. Understanding Promoters and Detractors Happy doing business with you Stay longer and do repeat purchases Recommend to friends and family More forgiving for small slip ups Complain less Fewer complains means happier employees Promoters Detractors buy less Will defect at the first opportunity Spread negative word of mouth Enraged at minuscule issues Escalate issues at every opportunity Dent your employee’s morale Detractors
  34. 34. Handling Promoters and Detractors Spend more marketing resources on Promoters Ask for references and recommendations (B2B) Include them in product development discussions Set up express route to recovery for any issues faced by them Promoters Spend more service resources on Detractors Fire some of your detractors (B2B) Discuss their feedback openly in account review meetings Assign your best service agents to provide VIP level customer service to valuable Detractors Detractors
  35. 35. Use NPS feedback as Voice of Customer (Voc) Download a blue print on making the most of VoC bit.ly/NPS-VOC
  36. 36. So, how exactly do you use NPS for growth??
  37. 37. Must determine the ROI
  38. 38. Investments must go to the highest ROI projects
  39. 39. Employee must be engaged
  40. 40. Conclusions ü  Remember to start with the right question ü  Obsess over the ‘Why’, not the rating – ask why in follow up question ü  Set up NPS as a metric and track regularly across different segment ü  Determine the values of promoters and detractors to derive the ROI of every project
  41. 41. Q source - www.bodybuilding.com   Questions?
  42. 42. We’d love to tell you more! Reach out to us if you’d like to use NPS for growth in your company. Vivek Jaiswal CEO & Co-founder +91 77618 44042 vivek@customerguru.in Kushal Dev COO & Co-founder +91 77810 11224 kushal@customerguru.in

×