5 ways to modernize net promoter score for customer success€¦ · 5 ways to modernize nps win...
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5 Ways to Modernize Net Promoter Score for Customer Success
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Welcome
George SzundiMarketing & Growth
Lisa AbbottVP of Marketing
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Welcome
1) IntroductionLet’s get things started!
2) Modern NPS for Customer SuccessAre you getting the most from your NPS program?
3) Q & AGet answers to your questions about NPS.
What is NPS?
% Promoter - % Detractor = Net Promoter Score
NPS is a lean, effective method for measuring customer happiness and getting actionable feedback
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Focus on the NPS Program, not the Score
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Employ a modern listening strategy
Analyze in real-time and at scale
Align & take actions that protect/grow revenue
NPSANALYZE
TAKEACTION
LISTEN
What is Modern NPS?
It’s about making NPS actionable, so you can win customers for life!
5 WAYS
1. Automate, and keep it simple! 2. Hear from more customers3. Bring customers on the NPS journey4. Power up your QBR with end user feedback5. Collaborate & share
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#1 Keep It Simple with AutomationModern NPS is: ➢ True real-time customer pulse - rolling or event-
triggered surveys are the norm➢ Short! Not the place for deep insight, probing➢ Capture customer attributes to analyze by customer
segment➢ Automatically include in Customer Health Score
Net Result:Data is more relevant & timelyResponse rates go upResults are accessible for action
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#1 Automate, and keep it simple!
What can this look like?
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#1 Automate, and keep it simple!
What can this look like?
Segment NPS by your business drivers
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#1 Automate, and keep it simple!
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#2 Hear from more customers
Leverage channels to maximize response ratesKey question: Where do you customers like to engage with you?
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#3 Bring customers along!Commit to NPS as a system and include your customers
Educate:Prep them on your vision
How?Part of onboardingCommunication from the top
Net Result:Customers more engaged. Higher response, more thoughtful feedback
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#3 Bring customers along!Create close-the-loop strategies based on customer type
Net Result: Sustainable follow-up plan for all customers that allocates
resources by highest return.
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#4 Power up your QBR with end-user feedback!
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Common gripe:My end users have no say in the buying decision
Reframe it:End users can help me succeed!
#4 Power up your QBR with end-user feedback!
How to implement:▪ Capture end-user NPS
In-app surveys make sense
▪ Automate acknowledgement
▪ Showcase the results to your buyer/stakeholder
Net Result: Increased customer trust and loyaltySpotlight CS as value driver in relationship
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#5 Collaborate & Share!
Closing the internal loop is key▪ Champion the customer! Consider a cross-functional
NPS ‘tiger team’▪ Get NPS data into everyone’s workflow (modern tools
make this easy!)
Net Result:Company culture more in tune with the customer
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5 Ways to Modernize NPS
Win customers for life!
5 WAYS
1. Automate, and keep it simple! 2. Listen to more customers3. Bring customers on the NPS journey4. Power up your QBR with end user feedback5. Collaborate & share
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Measure and Boost Customer Happiness.Wootric offers a modern solutionfor improving CX and aligning everyone around customer happiness.
- Customer journey metrics including NPS
- Text & Sentiment Analysis
About Wootric
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Data Driven Customer SuccessNatero helps Customer Success teams prevent churn, increase account expansion, and manage more accounts with less effort.
About Natero
