Published on February 27, 2014
What do customers really think of us?
Tom Schwab Twitter @TMSchwab @Inbound4eCommerce LinkedIn
Consultant$ Focu$ Group$ Listen Surverys Hope!
How likely are you to recommend (your name here) to a friend or colleague?
Net Promoter Score • What it is • Why it matters How to automatically track • Email • Static Pages • List • Workflow Taking Action on the Information
It’s not about a customer’s satisfaction or even loyaty – at least in so many words. Rather, it’s about a customer’s willingness to recommend a product or service to someone else…the percentage of customers who were enthusiastic enough to refer a friend or a colleague – perhaps the strongest sign of customers loyalty – correalted directly with differences in growth rates among competitors.” Frederick F. Reichheld Harvard Business Review – Dec 2003
Top 4 Reported Scores for 2013 USAA Insurance = 80 Costco = 78 USAA Banking = 78 Apple = 76
Email How to use HubSpot to automaticaly track your NPS Static Pages List WorkFlows
Manual Calculation NPS = 99/108 – 2/108 = 92 - 2 = 90
Taking Action on the Information? NPS vs Time LTV vs NPS Maximizing LTV of NPS+ NPS as an HR Metric NPS as a Financial Metric
They Love Us! And I’ve got the NPS data to prove it
References / Resources The One Number you Need to Grow Frederick F. Reichheld Harvard Busines Review December 2003 http://hbr.org/2003/12/the-one-number-you-need-to-grow/ar/1 Net Promoter System Blog http://www.netpromotersystemblog.com/ One Number That Says it All Fred Reichhelf Linkedin http://www.netpromotersystemblog.com/2013/11/08/one-number-that-says-it-all/ How to use post transactional NPS emails to grow sales Tom Schwab HubSpot eCommerce Blog http://blog.hubspot.com/ecommerce/ecommerce-transactional-email-nps Planning to exit in 5-10 Years? 10 Things to do right now John Warillow Built to Sell http://www.builttosell.com/blog/2014/01/27/planning-to-exit-in-5-10-years-here-are-10-things-to-do-right-now
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