Customer Experience in eCommerce: Net Promoter Score

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The document discusses Net Promoter Score (NPS), which is a metric used to measure customer satisfaction and loyalty. NPS calculates customer responses to a single question about how likely they are to recommend a company or product on a 0-10 scale. It is used by two-thirds of Fortune 1000 companies and can be segmented and analyzed in various ways, such as pre- vs post-purchase, by location, customer type, brand, or category. Monitoring NPS helps companies improve customer experience and retention. The document encourages signing up for a customer value optimization course to learn more about using NPS and other metrics to grow an ecommerce business.

Marketing

NET PROMOTER SCORE (NPS)
Omniconvert Customer Value Optimization Academy, 2021

The one number you
need to grow.
Omniconvert Customer Value Optimization Academy, 2021
Fred Reichheld,
the creator of Net Promoter Score

Two-thirds of the
Fortune 1000 companies
now use Net Promoter Score
Omniconvert Customer Value Optimization Academy, 2021

Omniconvert Customer Value Optimization Academy, 2021
And more like these
Your company needs
less like these

Omniconvert Customer Value Optimization Academy, 2021

Net Promoter Score (NPS)
Omniconvert Customer Value Optimization Academy, 2021
9 10 10 10 9 8 7 4 5
5 (promoters)/10 (total # of responses) x 100 - 2 (detractors)/ 10 (total # of responses) x 100 =
NPS
30
7

Omniconvert Customer Value Optimization Academy, 2021
REPETITION LEARNING

Pre-delivery
(on the conﬁrmation page)
Post-delivery
(on email after delivery)
NPS
Omniconvert Customer Value Optimization Academy, 2021
1. Pre- and post-delivery NPS
NPS

It is essential for an eCommerce
to monitor the NPS before and after the purchase.
Omniconvert Customer Value Optimization Academy, 2021

Omniconvert Customer Value Optimization Academy, 2021
803 460 959
36% 21% 43%
Pre-Delivery NPS - Post Delivery NPS = Delta NPS (The Delivery Gap)

Omniconvert Customer Value Optimization Academy, 2021
2. Segment NPS by location

Omniconvert Customer Value Optimization Academy, 2021
3. Segment Net Promoter Score by RFM Segment

6. NPS PER
CATEGORY
Omniconvert Customer Value Optimization Academy, 2021
CAPTURE REVEAL

7. NPS PER CATEGORY
Omniconvert Customer Value Optimization Academy, 2021
CAPTURE REVEAL

It is crucial to treat
objections in real-time,
not after one quarter.
Or worse, never.
Omniconvert Customer Value Optimization Academy, 2021

Omniconvert Customer Value Optimization Academy, 2021
CAPTURE REVEAL

NET PROMOTER SCORE
Omniconvert Customer Value Optimization Academy, 2021

Consistently high retention can create tremendous competitive
advantage, boost employee morale, produce unexpected bonuses
in productivity and growth, even reduce the cost of capital.
Conversely, persistent defection means that former
customers—people convinced the company offers inferior
value—will eventually outnumber the company's loyal advocates
and dominate the collective voice of the marketplace.
When that moment arrives, no amount of advertising, public
relations, or ingenious marketing will prop up pricing,
new-customer acquisitions, or the company's reputation.
Fred Reichheld
Omniconvert Customer Value Optimization Academy, 2021

so that’s the future...
Omniconvert Customer Value Optimization Academy, 2021

If you want to expand your
eCommerce horizons,
sign up for the Customer
Value Optimization Course.
cvoacademy@omniconvert.com
Omniconvert Customer Value Optimization Academy, 2021
Enroll in the course

He knows more about your products than you do. He connects instantly with all the other customers. If he’s not pleased, he can pretty much do anything to send a company into oblivion. RIP, Thomas Cook. Omnipotent, omniscient, omnipresent. The customer is not the king anymore. He is more like a God. In this incredibly demanding, competitive and connected market, we need to understand our customers better than ever. In this session, I am offering you the means to understand and please the eCommerce God. You don’t need offerings. You just need the right offers.

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Customer Experience in eCommerce: Net Promoter Score

1. NET PROMOTER SCORE (NPS) Omniconvert Customer Value Optimization Academy, 2021

2. The one number you need to grow. Omniconvert Customer Value Optimization Academy, 2021 Fred Reichheld, the creator of Net Promoter Score

3. Two-thirds of the Fortune 1000 companies now use Net Promoter Score Omniconvert Customer Value Optimization Academy, 2021

4. Omniconvert Customer Value Optimization Academy, 2021 And more like these Your company needs less like these

5. Omniconvert Customer Value Optimization Academy, 2021

6. Net Promoter Score (NPS) Omniconvert Customer Value Optimization Academy, 2021 9 10 10 10 9 8 7 4 5 5 (promoters)/10 (total # of responses) x 100 - 2 (detractors)/ 10 (total # of responses) x 100 = NPS 30 7

7. Omniconvert Customer Value Optimization Academy, 2021 REPETITION LEARNING

8. Omniconvert Customer Value Optimization Academy, 2021

9. Omniconvert Customer Value Optimization Academy, 2021

10. Net Promoter Score (NPS) Omniconvert Customer Value Optimization Academy, 2021 9 10 10 10 9 8 7 4 5 Brand? Product? Service? City?

11. Pre-delivery (on the conﬁrmation page) Post-delivery (on email after delivery) NPS Omniconvert Customer Value Optimization Academy, 2021 1. Pre- and post-delivery NPS NPS

12. It is essential for an eCommerce to monitor the NPS before and after the purchase. Omniconvert Customer Value Optimization Academy, 2021

13. Omniconvert Customer Value Optimization Academy, 2021 803 460 959 36% 21% 43% Pre-Delivery NPS - Post Delivery NPS = Delta NPS (The Delivery Gap)

14. Omniconvert Customer Value Optimization Academy, 2021 2. Segment NPS by location

15. Omniconvert Customer Value Optimization Academy, 2021 3. Segment Net Promoter Score by RFM Segment

16. Omniconvert Customer Value Optimization Academy, 2021

17. Omniconvert Customer Value Optimization Academy, 2021

18. 5. NPS PER BRAND Omniconvert Customer Value Optimization Academy, 2021 CAPTURE REVEAL

19. 6. NPS PER CATEGORY Omniconvert Customer Value Optimization Academy, 2021 CAPTURE REVEAL

20. 7. NPS PER CATEGORY Omniconvert Customer Value Optimization Academy, 2021 CAPTURE REVEAL

21. It is crucial to treat objections in real-time, not after one quarter. Or worse, never. Omniconvert Customer Value Optimization Academy, 2021

22. Omniconvert Customer Value Optimization Academy, 2021

23. Omniconvert Customer Value Optimization Academy, 2021

24. Omniconvert Customer Value Optimization Academy, 2021 CAPTURE REVEAL

25. NET PROMOTER SCORE Omniconvert Customer Value Optimization Academy, 2021

26. Consistently high retention can create tremendous competitive advantage, boost employee morale, produce unexpected bonuses in productivity and growth, even reduce the cost of capital. Conversely, persistent defection means that former customers—people convinced the company offers inferior value—will eventually outnumber the company's loyal advocates and dominate the collective voice of the marketplace. When that moment arrives, no amount of advertising, public relations, or ingenious marketing will prop up pricing, new-customer acquisitions, or the company's reputation. Fred Reichheld Omniconvert Customer Value Optimization Academy, 2021

27. Omniconvert Customer Value Optimization Academy, 2021

28. so that’s the future... Omniconvert Customer Value Optimization Academy, 2021

29. If you want to expand your eCommerce horizons, sign up for the Customer Value Optimization Course. cvoacademy@omniconvert.com Omniconvert Customer Value Optimization Academy, 2021 Enroll in the course

Customer Experience in eCommerce: Net Promoter Score

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