CEO JUICE – CDA

Understanding the importance of Net Promoter Score

Not just for CEO Juice clients Not just for eAutomate users

Gary Lavin

ABOUT ME

Xerox 1983 Two dealerships in San Diego Sold to KMA in 2008 CEO Juice (with Mike) in 2009 237 of larger dealers in N. America as

clients Passionate about solving problems with

technology

Gary Lavin

ABOUT UBER

Founded 2009 App released June 2010 May 28, 2015, the service was available in

58 countries and 300 cities worldwide estimated to be worth $50B Easy incentive to refer

Gary Lavin

EASIEST BUSINESS

Strong Referral Important to track lead source Uber leads What if every lead was a strong referral from

a friend

Gary Lavin

BEST SERVICE

A lot tougher to BS

Gary Lavin

FORRESTER SLIDES

ROI of Customer Experience April 30th 2015 Link to full presentation Also “The Ultimate Question”

Gary Lavin

Gary Lavin

Gary Lavin

NET PROMOTER SCOREGary Lavin

NOT JUST UBER

100% of CEO Juice leads are referrals No sales force but strong marketing Leverage technology

Gary Lavin

TARGETED MARKETING

Now track all interactions Fullbox CRM – NetProspex.com Define your perfect customer Market to prospects with similar profiles

Gary Lavin

ID765

This alert is only for people using the Net Promoter Score. If someone responds to the NPS question and scores you 10 out of 10 plus they take the time to post a comment then then are very likely big fans. This alert would send them an automated email, saying glad you like our service, we would love if you would click this link to recommend us on our LinkedIn company page. Suggest the From address be your CEO/President.

Gary Lavin

Gary LavinID765 – JUICE RESPONSE

FEEDBACK IS KEY

Make it easy Attach link on information they are happy to

receive Train sales and service to ask But no “my income depends on a 10”

Gary Lavin

NEW MODEL

Targeted Marketing Good Profits Strong Referrals Less sales

Gary Lavin

EXPONENTIAL CHANGE

30 steps Uber and Blockbuster Moore’s law 1965

Gary Lavin