webinar presentation: leveraging net promoter to increase your company's revenue
TRANSCRIPT
www.worldapp.comwww.promoterpro.com www.waypointgroup.org
Leveraging Net Promoter to Increase
Revenue Growth at
[Insert your Company Name Here]
© 2011 Waypoint Group
Perception vs. Performance Gap
80%Companies that
believe they
provide a
superior
experience
Believers
Source: Bain & Company
And Satmetrix
Achievers8%Companies whose
customers agree
© 2011 Waypoint Group
The 8% of Achievers Vastly Outperform their Competition
Average annual
real revenue growth
Source: Bain & Company
And Satmetrix
Believers
Achievers
2%
19%
© 2011 Waypoint Group
Net Promoter is a Proven Leading Indicator
“The argument for Net Promoter is based on the relationship between survey scores and the subsequent behaviors of individual
customers over time.”
“People who rate a company higher buy more and refer more friends to the company than people who rate it lower.“
© 2011 Waypoint Group
Measuring Customer Loyalty: The Net Promoter Score
Proven correlation to sales growth
Keeps customer focus front and center
Action taken as a result of scores is the value
Not at all
likely
Extremely
likely
0 1 2 3 4 5 6 7 8 9 10
Detractors Promoters
% of 9s and 10s
% of 0 through 6
Net Promoter %
Minus:
=
“How likely are you to recommend. . . . to a colleague or friend?”
© 2011 Waypoint Group
Loyalty Drives Growth Because
Loyal Customers:
Repurchase / are retained
Buy additional services
Refer business
Provide valuable market intelligence
Loyal customers at this software and services company spend 1.9x more than unhappy customers. AND they refer business.
© 2011 Waypoint Group
Response can measure “Engagement”
and often leads loyalty
© 2011 Waypoint Group
Example
- Scott Yankton, President & CEO, Clarinova
“Customers are blown away that you
actually took the time to read the survey
and the fact that you followed up creates
immediate promoters because it says that
you care.”
- Gibbs Jones, SVP of Customer
Experience at Suddenlink.”
© 2011 Waypoint Group
1. How strong are our customer relationships?
2. What is the difference in value between a “happy” customer and an “unhappy” customer?
3. How can we improve profitable growth?
4. What percentage of our customers are “promoting” us?
5. Which segments are healthier than others?
Critical Questions
that Any VoC Program Must Answer
© 2011 Waypoint Group
Relationship Strength
Perceived Value
Performance Diagnostics
• Response• Recommend
• Quality Overall• Value for Price• Ease of Business• Success creation
• Customer Experiences
Align feedback with the Buying Process
© 2011 Waypoint Group
Not just a measure: a simple operating model
to implement a program that drives new sales
Listen
Front-line action
(1-to-1)
Optimize Operations
(1-to-Many)
Commun-icate
• Root-cause fixes• Good governance
•Collect & Distribute:• Identify & recruit contacts • Identify detractors• Move passives• Engage Promoters• Develop non-responders
•Work with front line to: • Interpret the results • Change behaviors• Diagnose & document root-causes• (Joint) account plans
• Close the loop• Prepare for next wave
www.worldapp.comwww.promoterpro.com www.waypointgroup.org
How PromoterPro can
JumpStart your Efforts
© 2011 Waypoint Group
PromoterPro is a Turnkey Solution
SurveySoftware
© 2011 Waypoint Group
PromoterPro’s Pre-configured Components
© 2011 Waypoint Group
Analytics
Action Planning
Demonstration
© 2011 Waypoint Group
Putting it all Together with PromoterPro
“Promoter Pro was exactly what we were looking for to help us implement NPS. As an early stage company, most solutions available are well beyond our budget.
Promoter Pro is affordable and provides all the essential tools and reporting we need to run a successful Net Promoter program.”
- Scott Yankton, President & CEO, Clarinova
www.worldapp.comwww.promoterpro.com www.waypointgroup.org
Thank you for taking the time to attend this session today!
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Questions & Answers