Customer Guru #webinarwednesday

Hack your NPS® Feedback data Mining the GOLD out of NPS data

Presented by Kushal Dev and Vivek Jaiswal

Founders, Customer Guru

About the presenters

With his experience in designing and implementing NPS® programs in some of the major brands in Europe and North America, Vivek can help you in managing the risks and rewards of implementing NPS®

Vivek Jaiswal MBA in Strategy from RSM, Rotterdam Ex-CustomerGauge, Ex-Philips, Ex-TCS Loves tech and getting up before the sun rises

Kushal Dev MBA in Marketing from IIT, Mumbai Ex-Wipro, Ex-Tata Loves sales and beer

Kushal is a serial entrepreneur and a seasoned business leader with experience in deploying customer-centric growth strategies for several organizations around the world. A champion in sales and marketing who can also help you with change management while implementing NPS®.

A word about Customer Guru

Brands who’re working with Customer Guru Customer Guru is a boutique consulting firm that helps its clients become customer centric. Some of its services include: •  Implementing NPS •  Supporting change management •  Setting up the right team structure and

processes •  Designing and rolling out Voice of

Customer (VoC) programs •  Implementing leading customer feedback

management tools

OmotoPromotional message

Ask us about Omoto: Customer Guru’s very own NPS Solution! Simple. Fun. Insightful.

What will we cover?

This webinar is all about how to use the Net Promoter System® data after collection. We will cover: 1.  Using NPS® data for Account Management 2.  How marketeers can turn NPS® data into

GOLD! 3.  Use NPS® for Employee Engagement; 4.  Do’s and Don’ts of NPS® Feedback 5.  Concluding remarks 6.  QnA Webinar time: 30 mins. (including 5 mins at the end for QnA)

NPS for Account Management

Loyalty High

High

Low

Low

Valu

e

Are these your ideal customers?

Improve their experience and retain them!

Should you sell more to them and ask for reference!

Should you get such customers in future?

12

43

NPS – Marketeers GOLD

What is plan of Action for •  Promoters – Reviews and testimonials •  Passives – Improve engagement •  Detractors – Let’s get creative

63% of customers are more likely to make a purchase from a site which has user reviews. - iPerceptions

NPS – Marketeers GOLD

NPS for Employee Engagement

Higher Efficiency | Lower Attrition | Positive Word Of Mouth

Engaged Employees = Happy Employees

Happy Employees = Happy Customers

•  NPS helps you move away from long boring surveys

•  Continuous listening at Multiple touchpoints

•  Hiring, On-boarding, Projects, Client

assignments, Exit

•  Correlate NPS to metrics based on employee journey

•  Managers, Projects, Employee engagement

initiatives

Do’s and Dont’s of NPS® Feedback

Do’s

•  Drive it from the C-Suite

•  Close the loop

•  Be courteous and interesting

•  Share NPS feedback across the organisation

Don’ts

•  Don’t rush to make it a KPI

•  Don’t worry about cultural bias

•  Don’t get fixed on the score

•  Don’t incentivize customers for a feedback

Conclusion

NPS data is invaluable. It can help you drive business

growth and derive insights on managing your customer

and employee expectations.

Applied effectively it can be your key to Profitable,

Sustainable and Organic growth

Q

source - www.bodybuilding.com  

Questions?

We’d love to tell you more! Reach out to us if you’d like to kick start NPS in your company.

Vivek Jaiswal CEO & Co-founder +91 77618 44042 vivek@customerguru.in

Kushal Dev COO & Co-founder +91 77810 11224 kushal@customerguru.in