The document outlines a presentation by Gusto's CEO and CXO on achieving a Net Promoter Score (NPS) of 75 while serving over 40,000 customers. It emphasizes the importance of a strong customer experience strategy, including five critical questions companies must answer to enhance service quality. Key takeaways include the need for intrinsic motivation to serve customers and the willingness to make difficult decisions.

1. #saastrannual
How to NPS 75
with 40K Customers
JOSH REEVES
CEO AND CO-FOUNDER
LEXI REESE
CHIEF CUSTOMER
EXPERIENCE OFFICER (CXO)

2. Presentation Title
#saastrannual
People Platform
Payroll HR Benefits
WHAT IS
GUSTO?

3. Presentation Title
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GUSTO EXISTS TO
SERVE OUR
40,000+
CUSTOMERS

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UNEARTH YOUR
TRUE MISSION AND
SURFACE IT
EVERYWHERE

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#saastrannual
SOFTWARE IS BETTER AT
FOLLOWING RULES,
BUT PEOPLE MAKE THE
EXPERIENCE INCREDIBLE
Gusto employee, Adam

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THERE ARE
NO
SHORTCUTS

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HIRE FOR
ALIGNED
MOTIVATIONS

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NPS IS NOT THE
METRIC TO
MANAGE

9. How To: NPS 75 with 40K Customers
Deliver incredible
customer experience
5 QUESTIONS EVERY
COMPANY
MUST ANSWER IN ORDER
TO

10. Presentation Title
#saastrannual
WHAT IS YOUR CUSTOMER
EXPERIENCE STRATEGY?
Question 1

11. Presentation Title
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WHO ARE YOU WILLING
TO BE BAD FOR?
Question 2

12. Presentation Title
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Question 3
1 Listen Hire
Enginee
r
Gusto customer, Molyka Gusto Recruiters, Addy & Charles Gusto Help-a-thon
HOW DO YOU DEVISE A
CUSTOMER EXPERIENCE
FRAMEWORK THAT WORKS FOR
YOUR BUSINESS?2 3

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Question 4
WHAT WILL YOU DO WHEN YOU
SCREW UP?

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Question 5
WHAT ARE YOUR NON-
NEGOTIABLES?

15. How To: NPS 75 with 40K Customers
TWO THINGS TO
WALK AWAY
WITH

16. How To: NPS 75 with 40K Customers
Desire to serve should come from within1
Be willing to make tough tradeoffs2