kick start your net promoter system®
TRANSCRIPT
Customer Guru#webinarwednesday
Kick start your Net Promoter System®getting started and succeeding with the NPS®
Presented byKushal Dev and Vivek Jaiswal
Founders, Customer Guru
About the presenters
With his experience in designing and implementingNPS® programs in some of the major brands in Europeand North America, Vivek can help you in managing therisks and rewards of implementing NPS®
Vivek JaiswalMBA in Strategy from RSM, Rotterdam
Ex-CustomerGauge, Ex-Philips, Ex-TCS
Loves tech and getting up before the sun rises
Kushal DevMBA in Marketing from IIT, Mumbai
Ex-Wipro, Ex-Tata
Loves sales and beer
Kushal is a serial entrepreneur and a seasonedbusiness leader with experience in deployingcustomer-centric growth strategies for severalorganizations around the world. A champion in salesand marketing who can also help you with changemanagement while implementing NPS®.
What will we cover?
This webinar is all about kick starting Net Promoter System® in your organization. We will talk about: 1. What is NPS® and why is it important2. 5 steps to implement NPS®3. Tips to succeed with NPS®4. Traits of an NPS® driven company5. Concluding remarks6. QnA
Webinar time: 30 mins. (including 5 mins at the end for QnA)
A word about Customer Guru
Brands who’re working with Customer GuruCustomer 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 is NPS and why is it important?
Net Promoter Score® is a customer loyalty metric developed by Fred Reichheld, Bain & Company, and Satmetrix.
Why is it important?• Quantifies customer loyalty• Helps identify the reasons why customers are
unhappy• Shifts focus on taking action
“How likely is it that you would recommend [company X] to a friend or colleague?”
Promoter (Score 9 and 10)
Passive (Score 7 and 8)
Detractor (Score 0 to 6)
Net Promoter Score = % Promoters – % Detractors
Top Tips to succeed with NPS
• Close the loop • Keep in mind that NPS is not a market research tool
• Be transparent, Share it across the organization • Have the right attitude towards customer feedback• Invest in automation
Traits of an NPS driven company
• Good Profit differentiated from Bad profit• Annual report accounts customer experience as well
• KPIs not just sales centric but also customer centric• Personal connect• Customer Experience is operationalized
Conclusion
source - www.bodybuilding.com
ConclusionIts like hitting the gym, small changes everyday but the more you are at it, the better you get.
We’d love to tell you more!Reach out to us if you’d like to kick start NPS in your company.
Vivek JaiswalCEO & Co-founder+91 77618 [email protected]
Kushal DevCOO & Co-founder+91 77810 [email protected]