best practices for driving franchise growth · scott morgenroth. sr. customer success manager....
TRANSCRIPT
![Page 1: Best Practices for Driving Franchise Growth · Scott Morgenroth. Sr. Customer Success Manager. Listen360. Mike Mitchell. Marketing Director. Listen360](https://reader034.vdocuments.net/reader034/viewer/2022042909/5f3b15fb21885c3a8c665ebe/html5/thumbnails/1.jpg)
With Scott Morgenroth and
Mike Mitchell of Listen360
Best Practices for Driving Franchise Growth
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Scott MorgenrothSr. Customer Success Manager
Listen360
Mike MitchellMarketing Director
Listen360
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Client Community
250+ Brands20,000 Businesses
18 Languages
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The 5 things your customers care about most
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Bain & Company Diagnostic Survey
Closing the Delivery Gap
This causes a disconnect around the need for improvement
80%
8%
Companies that believe they provide
a superior experience
Companies whose customers
agreeDel
iver
y G
ap
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It costs 9X more to acquire a new customer than to retain an existing one.
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Increasing customer retention rates by 5% increases profits by 25% to 95%.
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How?
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Apple | Porsche | Neiman Marcus | USAA | Intuit | FirstService Brands |
PricewaterhouseCoopers | Humana | Lego | ServiceMaster | Delta | Zappos | Chick-fil-a
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“On a scale of 0 – 10, how likely are you to recommend our service to a friend or business associate?
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On a scale of 0 - 10, how likely would you be to recommend
our service to a friend or business associate?
0 1 2 3 4 5 6 7 8 9 10
Not Likely Very Likely
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On a scale of 0 - 10, how likely would you be to recommend
our service to a friend or business associate?
The instructors are very friendly and helpful. I always feel welcome.
Please tell us why you gave us that rating.
0 1 2 3 4 5 6 7 8 9 10
Not Likely Very Likely
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“How likely would you be to recommend…?”
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Sample NPS calculation
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The 5 things your customers care about most
• Professionalism
• Efficient with time
• Friendliness
• Helpfulness
• Politeness
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Scott MorgenrothSr. Customer Success Manager
Listen360
Former Manager of Franchise Business Coaching
i9 Sports
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About i9 Sports
• “We teach kids how to succeed in life through sports.”
• Offering leagues for kids 3 – 14 years old
• In the Customer Experience business; youth sports is the delivery model
• Importance of Facts vs. Feelings
• Results of using NPS and Listen360
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Our business is the…Customer’s Experience
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i9 SportsFact-Based Decisions
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i9 SportsCoach / Support
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The ResultsRise in NPS 53 to 61
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Net Promoter Scores by profit
40
45
50
55
60
65
70
Top 25% Profit ADs Typical AD Bottom 25% Profit ADs
NPS = 65
NPS = 60
NPS = 51
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The value of saving a family from leaving
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How to get a Detractor
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Business ServicesPoor responsiveness & poor communication
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Children’s ServicesContinuity
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Cleaning ServicesNot thorough enough
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Home ServicesValue: Perceived results / amount paid
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Scott MorgenrothSr. Customer Success Manager
Mike MitchellMarketing Director
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