* Online course: https://www.voiceofthebusinessacademy.com/course/net-promoter-score-it-isnt-about-just-one-question Years ago, consumers had very little say in organizational strategies. Information was disseminated in a top-down fashion, and organizations retained complete control over what their customers knew about them. In today's world of social media, consumers have more power than ever to share information about an organization. The Net Promoter Score (NPS®), since its development in 2003 by Fred Reichheld of Bain & Company, has allowed organizations to obtain a powerful metric. The simplicity of NPS sometimes creates the misconception that it is all about one question and the resulting score. But the leaders of great organizations understand, including Reichheld himself, that the score was just one of the metrics that can assist in the understanding of customer satisfaction, which in turn can be leveraged as a catalyst, along with other metrics to ignite loyalty and growth initiatives. Obtaining a NPS does not in itself tell an organization everything that it needs to know. There is not one single metric that can live up to that claim. This online course will detail the NPS concept and what organizations need to do in order to obtain additional critical metrics, in conjunction with NPS, to effectively collaborate with customers to give them a richer, more meaningful experience. The insight and intelligence will allow an organization to receive actionable intelligence as they look to drive strategic and tactical initiatives. In the end, loyal passionate customers stay longer, spend more, contribute suggestions and sing your organization’s praises to friends and colleagues. There is more to it than simply obtaining a Net Promoter Score.

1. Net Promoter Score – It Isn’t About Just One Score
Net Promoter Score – It
Isn’t About Just One Score
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2. Net Promoter Score – It Isn’t About Just One Score
VoiceoftheBusinessAcademy.com
• On-demand courses and roadmaps
• Accreditation and certification
• “How” in addition to “why”
• Templates to implement in your
organization
• Created by professionals who have
implemented in the real-world
• Organizations can select courses to create
their own training programs

3. Net Promoter Score – It Isn’t About Just One Score
Monthly CX/CI Webinar Series:
Net Promoter Score – It Isn’t About Just One Score

4. Satisfaction and Loyal Customer Statistics
Net Promoter Score – It Isn’t About Just One Score

5. Satisfaction and Loyal Customer Statistics (cont.)
Net Promoter Score – It Isn’t About Just One Score

6. Types of Customers, Classifications, Characteristics
Type 1.) Promoters
Impacts:
Priceless
Willingness
Somewhat Oblivious
Loyal
Promote
Type 2.) Passives
Impacts:
Basic Expectations
Convenient
Somewhat Loyal
Neutral Promotion
Type 3.) Detractors
Impacts:
Speak Out Against You
Failed Expectations
Much More Vocal
Not Loyal
Scorned
Can Be Silent
Net Promoter Score – It Isn’t About Just One Score

7. 4 Steps to Performing NPS
Step 1: Ask the Net Promoter question
"How likely would you be to recommend company X to a colleague of yours?”
Step 2: Categorize customers
Step 3: Calculate your Net Promoter Score
Net Promoter Score – It Isn’t About Just One Score

8. 4 Steps to Performing NPS (cont.)
Step 4: Implement the Net Promoter System
• Does it help your employees clarify and simplify the job of delighting customers?
• Does it help you identify and engage your best customers?
• Does it allow you to compare your performance from week to week and month to month?
Net Promoter Score – It Isn’t About Just One Score

9. Why NPS Is Not the Only Score Needed
• “I’m the CEO of Organization X, and we have a NPS of +20, which shows
me that we are performing very well. This is excellent news but it tells me
nothing about what areas we are actually performing well at.”
• ”Are levels of service across my business consistent or inconsistent? Which areas need
more work than others?”
• “Is one business unit outperforming another?”
• “If I have such a high NPS score then why are so many customers complaining about
leaving us because we’re not customer focused?”
• “Why are customers with fairly high scores stating that they don’t plan to use us on future
projects?”
Net Promoter Score – It Isn’t About Just One Score

10. Additional Metrics to Add
Modification #1: Changing “Likely” to “Willing”
Modification #2: Follow up Question
Modification #3: Capture Perceived Value Score
Modification #4: Capture Client Focused Score
Modification #5: Use on Future Projects
Net Promoter Score – It Isn’t About Just One Score

11. Implementing a Net Promoter System
Net Promoter Score – It Isn’t About Just One Score

12. Implementing a Net Promoter System (cont.)
Requirement #1: Regularly Obtain Information
Requirement #2: Closed-loop Process and Feedback
Requirement #3: Leadership Involved and is a Top Priority
Net Promoter Score – It Isn’t About Just One Score

13. Criticisms of NPS
• Doesn’t Provide Guidance on Growth
• Can’t be Used Universally
• Doesn’t Truly Indicate Customer Loyalty
• Doesn’t Accurately Differentiate Promoters and Detractors
Net Promoter Score – It Isn’t About Just One Score

14. Conclusion
Implementing a Customer Management Intelligence Program

15. Implementing a Customer Management Intelligence Program
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