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Nps cx30 final
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- 7. What is NPS? NPS(Net Promoter Score, also referred to as Net Promoter System), is based on the fundamental perspective that every company’s customers can be divided into three categories: Promoters, Passives, and Detractors. By asking one simple question — How likely is it that you would recommend us to a friend or colleague? — you can track these groups and get a clear measure of your company’s performance through your customers’ eyes. When implemented correctly, NPS can provide timely and actionable information – not only to recover a Detractor, but also to identify and address the root cause – ultimately improving the overall customer experience.
- 9. How does itwork? The Net Promoter Score is simply the percentage of Promoters minus the percentage of Detractors. The thought is – all of the good your Promotors are out there doing in the world – your Detractors are undoing. NPS is a metric that’s easy to understand and measure – not only for our business as a whole, but also for individual locations, departments and front-line teams. Ultimately, it will help us to focus everyone’s energy on creating more promoters and fewer detractors.
- 11. How does itwork?
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- 15. What’s the advantage? ANet Promoter System is a way of doing business. It requires every level of the organization be consistently focused on the quality of customer and employee relationships. Implementing a Net Promoter system requires a strategic commitment by company leadership, because it defines cultural values and core economics that affect every part of the business.
- 17. How? A Net PromoterSystem requires that your organization and its senior management commit to: • Sorting customers into promoters, passives and detractors. • Creating short-cycle closed-loop feedback, learning, recovery and action processes. • Making it a top priority to earn the enthusiastic loyalty of customers.
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- 21. Who else usesNPS? 24 Hour Fitness FranklinCovey Rackspace Advance Auto Parts GE Healthcare RSC Equipment Rental Aggreko General Electric Company Safelite Allianz Gilbane Building Company Schneider Electric American Express Grocery Outlet Sodexo Archstone Honeywell Aerospace Stora Enso Ascension Health Humana SunTrust Asurion ING Group Swiss Reinsurance Company Atlas Copco Intuit Symantec Corporation Avid Technology JetBlue Airways TD Bank BBVA Bancomer Joie deVivre Hospitality TD Canada Trust Belron LEGO Teach For America Cancer Treatment Centers of America LexisNexis Tech Data Charles Schwab Lloyds Banking Group Teleperformance Chick-fil-A Logitech Thermo Fisher Scientific Cintas Macy’s T-Mobile
- 22. “It has madeus a better company”
- 23. What do theysay about it? “It has made us a better company” “The Net Promoter System helped us boost our longstanding commitment to customer focus to an even higher level. It has made us a better company." Michael Diekmann, CEO
- 24. “We use itas a beacon for nav igating throu gh turbulent times”
- 25. What else? “We use it as a beacon for nav igating throu gh turbulent times” "Net Promoter has helped us create an intense focus on doing what's right for our clients and for our people. We use it as a beacon for navigating through turbulent times." Bill McNabb, Chairman and CEO
- 26. n’t leave homewithout “I would it”
- 27. They won’t stoptalking about it!! n’t leave home without “I would it” “Business leaders who ask The Ultimate Question know that few things drive growth more than a customer who recommends their products to friends and family." Ken Chenault, Chairman and CEO
- 29. Rackspace CEO LanhamNapier says "NPS is an easy, unifying, one number... that lets me know where we stand with the customer. It is the first thing I look at every day."
- 33. What does itlook like?
- 35. What does itlook like?
- 39. What happens toCSI? Why would we change? A simple, easy to understand metric we can all get behind. NPS gives us this feedback in a real-time format allowing us to gauge the customer response and act quickly.
- 41. How will iteffect compensation? We have in the past tied the CSI score to compensation in selected areas. Due to the fact that we do not have a base line to do this, compensation plans will no longer be tied to CSI or NPS. “We’re all in this together”
- 43. When? Sales: Soon! Campground: Now Service: October 1, 2012
- 44. Cre ate joy!
Editor's Notes
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- #5 JUDY: Ask if anyone know the recommend for Sales for August?\n
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- #8 The Net Promoter Score is simply the percentage of Promoters minus the percentage of Detractors.  The thought is – all of the good your Promotors are out there doing in the world – your Detractors are undoing.\nNPS is a metric that’s easy to understand and measure – not only for our business as a whole, but also for individual locations, departments and front-line teams. Ultimately, it will help us to focus everyone’s energy on creating more promoters and fewer detractors. \n
- #9 The Net Promoter Score is simply the percentage of Promoters minus the percentage of Detractors.  The thought is – all of the good your Promotors are out there doing in the world – your Detractors are undoing.\nNPS is a metric that’s easy to understand and measure – not only for our business as a whole, but also for individual locations, departments and front-line teams. Ultimately, it will help us to focus everyone’s energy on creating more promoters and fewer detractors. \n
- #10 At the heart of NPS is a survey – which is usually sent immediately after a transaction (typically via email) and is focused on the ultimate question – “How likely are you to recommend Lazydays to your friends and family?” \n\nWe score the ultimate question on a simple 0-10 scale.  \n\nAnd as Judy mentioned, the responses are clustered into three groups: \n\n9 & 10 are your promotors – 7 & 8 are passives – 6 and below are your detractors\n
- #11 At the heart of NPS is a survey – which is usually sent immediately after a transaction (typically via email) and is focused on the ultimate question – “How likely are you to recommend Lazydays to your friends and family?” \n\nWe score the ultimate question on a simple 0-10 scale.  \n\nAnd as Judy mentioned, the responses are clustered into three groups: \n\n9 & 10 are your promotors – 7 & 8 are passives – 6 and below are your detractors\n
- #12 So let’s take a closer look at the 3 different groups. \n\nPromoters (9, 10) are loyal, enthusiastic fans. They sing your company’s praises to their friends and family. They are far more likely to remain customers and to increase their purchases over time. This group accounts for more than 80% of referrals in most businesses.\n\nPassives (7, 8) we call this group “passively satisfied” because they are satisfied – for now. Their repeat and referral rates are as much as 50% lower than those of Promoters. Most telling, if a competitor’s ad catches their eye, they may defect.\n\nDetractors (6, 0) are unhappy customers. They account for more than 80% of negative word-of-mouth. They have high rates of churn and defection. Some may appear profitable from an accounting standpoint, but their criticisms and bad attitudes diminish a company’s reputation, discourage new customers and demotivate employees.\n
- #13 So let’s take a closer look at the 3 different groups. \n\nPromoters (9, 10) are loyal, enthusiastic fans. They sing your company’s praises to their friends and family. They are far more likely to remain customers and to increase their purchases over time. This group accounts for more than 80% of referrals in most businesses.\n\nPassives (7, 8) we call this group “passively satisfied” because they are satisfied – for now. Their repeat and referral rates are as much as 50% lower than those of Promoters. Most telling, if a competitor’s ad catches their eye, they may defect.\n\nDetractors (6, 0) are unhappy customers. They account for more than 80% of negative word-of-mouth. They have high rates of churn and defection. Some may appear profitable from an accounting standpoint, but their criticisms and bad attitudes diminish a company’s reputation, discourage new customers and demotivate employees.\n
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- #21 \nLINDA: Because all these great companies use it - it gives us a benchmark to gauge ourselves\n\n
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- #90 So what does it look like at Lazydays? Here are our NPS surveys for customers who stay at our campgrounds (Tampa and Tucson)\n\nBecause this is sent via email, it allows us to react quickly. In most cases, they will receive the survey before they leave our property.\n\nTraditional surveys end up being months removed from the actual transaction or experience. NPS allows us to understand the CX and manage, in real time while we can still make a difference.\n
- #91 So what does it look like at Lazydays? Here are our NPS surveys for customers who stay at our campgrounds (Tampa and Tucson)\n\nBecause this is sent via email, it allows us to react quickly. In most cases, they will receive the survey before they leave our property.\n\nTraditional surveys end up being months removed from the actual transaction or experience. NPS allows us to understand the CX and manage, in real time while we can still make a difference.\n
- #92 So what does it look like at Lazydays? Here are our NPS surveys for customers who stay at our campgrounds (Tampa and Tucson)\n\nBecause this is sent via email, it allows us to react quickly. In most cases, they will receive the survey before they leave our property.\n\nTraditional surveys end up being months removed from the actual transaction or experience. NPS allows us to understand the CX and manage, in real time while we can still make a difference.\n
- #93 Here is the NPS survey and landing page for Service customers at Tucson – we will have for both locations.\n\nNow on this example, I want to take a minute to point something out – it doesn’t look like much, but It’s a key part of this system, the comment box – this is where we really learn a lot about what our customers are telling us. Not only do we get a score, \n
- #94 Here is the NPS survey and landing page for Service customers at Tucson – we will have for both locations.\n\nNow on this example, I want to take a minute to point something out – it doesn’t look like much, but It’s a key part of this system, the comment box – this is where we really learn a lot about what our customers are telling us. Not only do we get a score, \n
- #95 Here is the NPS survey and landing page for Service customers at Tucson – we will have for both locations.\n\nNow on this example, I want to take a minute to point something out – it doesn’t look like much, but It’s a key part of this system, the comment box – this is where we really learn a lot about what our customers are telling us. Not only do we get a score, \n
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- #101 Steve\n\nSoon means before the end of the year.\n
- #102 Steve\n\nSoon means before the end of the year.\n
- #103 Steve\n\nSoon means before the end of the year.\n
- #104 Steve\n\nSoon means before the end of the year.\n
- #105 Steve\n\nSoon means before the end of the year.\n
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