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NetPromoter @ Intuit

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Information about NetPromoter @ Intuit
Business & Mgmt

Published on March 13, 2014

Author: mkendall1

Source: slideshare.net

Description

Presentation made to the Bain Loyalty Forum
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delight NetPromoter @ Intuit Mike Kendall APD Customer Experience Leader Brian Andrews Vice President, Customer Experience & Business Excellence Changing lives so profoundly, people can’t imagine going back to the old way…

The purpose of a business? … To create and keep customers Peter Drucker

The Power of Engaged Employees E+ C " S

Delight… 4 enchantment rapture pleasure mirth joy jollity hilarity gratification glee gladness glory freak out fascinate attract wow thrill score rejoice jubilate hit the spot go over big

Satisfy… 55 placate indemnify conciliate get by comply with suffice disburse pacify comfort conform to dispel doubt be adequate remunerate atone liquidate recompense content appease

Delight drives revenue growth Customer experiences… Promoters Retention Higher spend … with impact on revenue growth … drive customer behaviors…

Leadership blunders CEOs believe their brand offers a superior experience80% 8% of their customers agree Source: Bain & Co.

Intuit’s journey with Word of Mouth

Net Promoter Score ® is best measure of E2E customer experience How likely is it that you would recommend ________ to a friend or colleague? ® Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld

Net Promoter Score calculation %Promoters Net Promoter Score (NPS) %Detractors0-6 minus7-8 9-10 Extremely likely Extremely unlikely How likely is it that you would recommend ________ to a friend or colleague? Source: Bain & Co.

5 Year Revenue CAGR % Net Promoter For Airlines Net Promoter Score is highly correlated to revenue growth Source: Bain & Co.

Net Promoter across various companies 60+ 40-60 0-20 NPS 20-40 Source: SatMetrix 2009

Question: How Satisfied Does a Customer Need to Be? Overall Satisfaction 0 10

To create promoters, satisfaction isn’t good enough “Satisfied customers are just parked on your doorstep and will gladly move along when they find something better.” 84% -6% -94% NPS by Sat for an Intuit Offering (5/2009) Extremely Satisfied Satisfied Dissatisfied

The easiest way to increase NPS???

Application: NPS in Your Practice Establish year-over-year growth rate 2004 2005 2006 2007 2008 2009 2010 Revenue ($000s) CAGR = 4%

Simple 3-Step Process Survey Analyze Act

• Survey your clients Able & Company Accountants and Consultants 100 Main Street Anytown, USA 11111 November 8, 2010 Mr. Great Client 200 Main Street Anytown, USA 11111 Dear Great Client: We want to thank you for your business. Our firm values the relationship we have with you and want you to know how much we appreciate you. Our main goal at the firm is to provide you with services that will help you increase your business and profitability. We want the experience you have with us to be so good, that you will actively recommend our firm to your friends and colleagues. To do this we need to know how we are doing currently and what we need to do to strengthen our relationship with you so that you never hesitate in recommending us to others. We have engaged XXX Consulting to get this information from you, tabulate the results, and report back to our firm on their findings. Once we have the results we would like to schedule a meeting with you to discuss areas where we can improve our services to you. Again, thanks for your business and we look forward to a long mutually beneficial relationship. Sincerely yours, J.B. Smith Partner, Able & Company Survey Analyze Act

XXX Consulting 300 Main Street Anytown, USA 11111 November 8, 2010 Mr. Great Client 200 Main Street Anytown, USA 11111 Dear Great Client: Please complete the following survey and return to XXX Consulting in the envelope provided. 1.  How likely are you to recommend Able & Company to your friends and colleagues? Please answer on a scale of 0 to 10, where 10 is “extremely likely” and 0 is “not likely”? ___. 2. Please explain the reasons for your response to question 1. ____________________________________________________ ____________________________________________________ 3. If you answered 0 through 8, what are the three most important things Able & Company must do to have you answer 9 or 10 in the future? ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ Thanks for your response. Able & Company 1242-01-02

XXX Consulting 300 Main Street Anytown, USA 11111 November 8, 2010 Mr. Great Client 200 Main Street Anytown, USA 11111 Dear Great Client: Please complete the following survey and return to XXX Consulting in the envelope provided. 1.  How likely are you to recommend Able & Company to your friends and colleagues? Please answer on a scale of 0 to 10, where 10 is “extremely likely” and 0 is “not likely”? ___. 2. Please explain the reasons for your response to question 1. ____________________________________________________ ____________________________________________________ 3. If you answered 0 through 8, what are the three most important things Able & Company must do to have you answer 9 or 10 in the future? ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ Thanks for your response. Able & Company 1242-01-02 Client number – 1242 Partner number – 01 Staff number - 02

• Survey your clients Survey Analyze Act Calculate your Net Promoter Score

Survey Analyze Act

Promoter Passive Detractor Priorities for Upgrading experience Diagnosis for Upgrade Diagnosis and recovery options Recovery 50 20 20 How do we get better? What do we need to do to upgrade to 9 or 10? What do we need to fix? call ask do Source: Bain & Co. Survey Analyze Act

Simple 3-Step Process 24 Survey Analyze Act •  Survey your clients •  Calculate Net Promoter Score •  Analyze Results by separating Promoters, Neutrals, Detractors •  Look for Themes •  Determine a Plan for Promoters, Neutrals, Detractors •  Implement Improvements •  Repeat the Process Establish year-over-year growth rate

Use Your Clients to Help You Improve

1. Go to http://blog.accountant.intuit.com/ industry-news/net-promoter 2. Survey your client base 3. Analyze your survey results 4. Identify 3 actions you can take to increase your promoter base (increase NPS score) Four things you could do in the next 60 days

One Last Thought It is just as important to keep Promoters happy as it is to solve Detractor issues and make them Promoters.

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