This webinar by Customer Guru aims to assist organizations in implementing and succeeding with the Net Promoter System (NPS®). It covers the definition and importance of NPS®, steps for implementation, tips for success, and traits of NPS® driven companies, presented by experienced founders Kushal Dev and Vivek Jaiswal. Additionally, the session includes a Q&A segment at the end to address any participant inquiries.

1. Customer Guru
#webinarwednesday
Kick start your Net Promoter System®
getting started and succeeding with the NPS®
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 implementingNPS®
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 implementingNPS®.

3. What will we cover?
This webinar is all about kick starting Net
Promoter System® in your organization. We
will talk about:
1. What is NPS® and why is it important
2. 5 steps to implement NPS®
3. Tips to succeed with NPS®
4. Traits of an NPS® driven company
5. Concluding remarks
6. QnA
Webinar time: 30 mins. (including 5 mins at
the end for QnA)

4. A word about Customer Guru
Brands who’re working with Customer GuruCustomer Guru is a boutique consulting
firm that helps its clients become
customer centric. Some of its services
include:
• Implementing NPS
• Supporting change management
• Settingup 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.

5. What is NPS and why is it important?
Net Promoter Score® is a customer loyalty metric
developed by Fred Reichheld, Bain & Company,
and Satmetrix.
Why is it important?
• Quantifies customer loyalty
• Helps identify the reasons why customers are
unhappy
• Shifts focus on taking action
“How likely is it that you would recommend [company X]
to a friendor colleague?”
Promoter
(Score 9 and 10)
Passive
(Score 7 and 8)
Detractor
(Score 0 to 6)
Net Promoter Score = % Promoters – % Detractors

6. 1. Listen
3. Understand
4. Design
5. Implement
2. Fix
5 Steps to Implement NPS

7. Top Tips to succeed with NPS
• Close the loop
• Keep in mind that NPS is not a market research tool
• Be transparent, Share it across the organization
• Have the right attitude towards customer feedback
• Invest in automation

8. Traits of an NPS driven company
• Good Profit differentiated from Bad profit
• Annual report accounts customer experience as well
• KPIs not just sales centric but also customer centric
• Personal connect
• Customer Experience is operationalized

9. Conclusion
source - www.bodybuilding.com
Conclusion
Its like hitting the gym, small changes everyday
but the more you are at it, the better you get.

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

11. 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