Beyond NPS: Moving from Customer LTV to Network LTV

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Beyond NPS Moving from Customer LTV to Network LTV Brian Ley: CEO at Alpharank

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Transcript of Beyond NPS: Moving from Customer LTV to Network LTV

  • Beyond NPS

    Moving f rom Customer LTV to Network LTVB r i a n L e y : C E O a t A l p h a r a n k

  • How Does Word of Mouth Work?

  • Why Offline Influencers Matter

    $4 Trillionis accredited to offline word of mouth

  • Why Offline Influencers Matter

    92%B2B purchases are influenced by word of mouth

  • 7% of WOM is Online

    alpharankalpharank60% of B2B Word of Mouth is Offline

  • Contagious Inspiration

  • Our Invention

    Person A Infected/Buys

    Person BInfected/Buys

    Small Chance A Influenced B(0.005%)

    Person A Person B

    Greater Chance25%

    Person A Person B

    Very Good Chance85%

    We are able to infer that

    Person A is Influencing Person B

    1st

    Time

    2nd Time

    3rd Time

    Person A Person B

    Clever Solution

  • You cant track word of mouth directly but you can use proxy data to detect hidden patterns in payment and usage data to detect behavior driven by it.

    Our Insight: Use purchase time as a proxy of contagion

  • influenceOur Insight: Use purchase time as a proxy of contagion

    You cant track word of mouth directly but you can use proxy data to detect hidden patterns in payment and usage data to detect behavior driven by it.

  • Offline Influencers Get Results

    TOTAL SALES

    42

    WOM INFLUENCE

    111

    Emails sent

    22

    Sales

    64

    Opened Click

  • 4x

    $$$$$$$ $$$$$

    v. Network LTV= $800

    Spends $200No Influence

    Meg Bree

    Receptive Friends

    Spends $100$700 of Influence

    3x

    LTV = $200

    Valuable vs. Influential

    BiddRocket Inc. Presentation

    Quantify Word of Mouth

  • Customers are connected.

  • Your Advantage Today