Hack your Net Promoter Score® Data
-
Upload
customer-guru -
Category
Business
-
view
267 -
download
0
Transcript of Hack your Net Promoter Score® Data
Customer Guru #webinarwednesday
Hack your NPS® Feedback data Mining the GOLD out of NPS data
Presented by Kushal Dev and Vivek Jaiswal
Founders, Customer Guru
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 implementing NPS®
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 implementing NPS®.
A word about Customer Guru
Brands who’re working with Customer Guru Customer Guru is a boutique consulting firm that helps its clients become customer centric. Some of its services include: • Implementing NPS • Supporting change management • Setting up the right team structure and
processes • Designing and rolling out Voice of
Customer (VoC) programs • Implementing leading customer feedback
management tools
OmotoPromotional message
Ask us about Omoto: Customer Guru’s very own NPS Solution! Simple. Fun. Insightful.
What will we cover?
This webinar is all about how to use the Net Promoter System® data after collection. We will cover: 1. Using NPS® data for Account Management 2. How marketeers can turn NPS® data into
GOLD! 3. Use NPS® for Employee Engagement; 4. Do’s and Don’ts of NPS® Feedback 5. Concluding remarks 6. QnA Webinar time: 30 mins. (including 5 mins at the end for QnA)
NPS for Account Management
Loyalty High
High
Low
Low
Valu
e
Are these your ideal customers?
Improve their experience and retain them!
Should you sell more to them and ask for reference!
Should you get such customers in future?
12
43
NPS – Marketeers GOLD
What is plan of Action for • Promoters – Reviews and testimonials • Passives – Improve engagement • Detractors – Let’s get creative
63% of customers are more likely to make a purchase from a site which has user reviews. - iPerceptions
NPS – Marketeers GOLD
NPS for Employee Engagement
Higher Efficiency | Lower Attrition | Positive Word Of Mouth
Engaged Employees = Happy Employees
Happy Employees = Happy Customers
• NPS helps you move away from long boring surveys
• Continuous listening at Multiple touchpoints
• Hiring, On-boarding, Projects, Client
assignments, Exit
• Correlate NPS to metrics based on employee journey
• Managers, Projects, Employee engagement
initiatives
Do’s and Dont’s of NPS® Feedback
Do’s
• Drive it from the C-Suite
• Close the loop
• Be courteous and interesting
• Share NPS feedback across the organisation
Don’ts
• Don’t rush to make it a KPI
• Don’t worry about cultural bias
• Don’t get fixed on the score
• Don’t incentivize customers for a feedback
Conclusion
NPS data is invaluable. It can help you drive business
growth and derive insights on managing your customer
and employee expectations.
Applied effectively it can be your key to Profitable,
Sustainable and Organic growth
Q
source - www.bodybuilding.com
Questions?
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 [email protected]
Kushal Dev COO & Co-founder +91 77810 11224 [email protected]