This is the slide-deck from our webinar: Hack your NPS Data that is available for offline viewing should you be interested. Please reach out and learn some creative tips on using NPS data more effectively!

1. Customer Guru
#webinarwednesday
Hack your NPS® Feedback data
Mining the GOLD out of NPS data
Presented by
Kushal Dev and Vivek Jaiswal
Founders, Customer Guru

2. About the presenters
With his experience in designing and implementing
NPS® programs in some of the major brands in Europe
and North America, Vivek can help you in managing the
risks and rewards of implementing NPS®
Vivek Jaiswal
MBA in Strategy from RSM, Rotterdam
Ex-CustomerGauge, Ex-Philips, Ex-TCS
Loves tech and getting up before the sun rises
Kushal Dev
MBA in Marketing from IIT, Mumbai
Ex-Wipro, Ex-Tata
Loves sales and beer
Kushal is a serial entrepreneur and a seasoned
business leader with experience in deploying
customer-centric growth strategies for several
organizations around the world. A champion in sales
and marketing who can also help you with change
management while implementing NPS®.

3. A word about Customer Guru
Brands who’re working with Customer Guru
Customer Guru is a boutique consulting
firm that helps its clients become
customer centric. Some of its services
include:
• Implementing NPS
• Supporting change management
• Setting up the right team structure and
processes
• Designing and rolling out Voice of
Customer (VoC) programs
• Implementing leading customer feedback
management tools
Omoto
Promotional message
Ask us about Omoto:
Customer Guru’s very own
NPS Solution!
Simple. Fun. Insightful.

4. What will we cover?
This webinar is all about how to use the Net
Promoter System® data after collection. We will
cover:
1. Using NPS® data for Account Management
2. How marketeers can turn NPS® data into
GOLD!
3. Use NPS® for Employee Engagement;
4. Do’s and Don’ts of NPS® Feedback
5. Concluding remarks
6. QnA
Webinar time: 30 mins. (including 5 mins at the end
for QnA)

5. NPS for Account Management
Loyalty
High
High
Low
Low
Value
Are these your
ideal customers?
Improve their
experience and
retain them!
Should you sell
more to them and
ask for reference!
Should you get
such customers
in future?
12
43

6. NPS – Marketeers GOLD
What is plan of Action for
• Promoters – Reviews and testimonials
• Passives – Improve engagement
• Detractors – Let’s get creative
63% of customers are more likely
to make a purchase from a site
which has user reviews.
- iPerceptions

7. NPS – Marketeers GOLD

8. NPS for Employee Engagement
Higher Efficiency | Lower Attrition | Positive Word Of Mouth
Engaged Employees = Happy Employees
Happy Employees = Happy Customers
• NPS helps you move away from long boring surveys
• Continuous listening at Multiple touchpoints
• Hiring, On-boarding, Projects, Client
assignments, Exit
• Correlate NPS to metrics based on employee journey
• Managers, Projects, Employee engagement
initiatives

9. Do’s and Dont’s of NPS® Feedback
Do’s
• Drive it from the C-Suite
• Close the loop
• Be courteous and interesting
• Share NPS feedback across the organisation
Don’ts
• Don’t rush to make it a KPI
• Don’t worry about cultural bias
• Don’t get fixed on the score
• Don’t incentivize customers for a feedback

10. Conclusion
NPS data is invaluable. It can help you drive business
growth and derive insights on managing your customer
and employee expectations.
Applied effectively it can be your key to Profitable,
Sustainable and Organic growth

11. Q
source - www.bodybuilding.com
Questions?

12. We’d love to tell you more!
Reach out to us if you’d like to kick start NPS 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