Date post: | 16-Apr-2017 |
Category: |
Software |
Upload: | janna-bastow |
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Delighting Customers
How and why to go that extra mile
NPS
Net Promoter Score
Q: How likely are you to recommend this to a friend?
0 1 2 3 4 5 6 7 8 9 10Not at all likely Very likely
NPS
Net Promoter Score
0 1 2 3 4 5 6 7 8 9 10
DETRACTORS
NPS =Promoters (%)-Detractors (%)
PROMOTORSPASSIVES
NPS across industries
NPS sucks.
Better question:
How would you feel if this product/feature were no longer available?
Product/Market Fit
But what about ‘DELIGHT’?
Delight = Exceeding Expectations
Kano methodSatisfaction
Investment
Kano methodSatisfaction
Investment
Satisfiers
Kano methodSatisfaction
Investment
Satisfiers
Basic expectations
Kano methodSatisfaction
Investment
Satisfiers
Basic expectations
Delighters
Kano
How do you feel when a hotel has hot water?
I like it this way
I expect it this way
I am neutral
I can live with it this way
I dislike it this way
Feature is PRESENT
Kano
How do you feel when a hotel does not have hot water?
I like it this way
I expect it this way
I am neutral
I can live with it this way
I dislike it this way
Feature is ABSENT
Expectations change!
In 2011 Facebook launched ‘Live Commenting’
In 2016 Real-time commenting is a basic expectation
In B2B?Tough
Why bother delighting?
“Any business with delighted customers has a sales force they won’t have to pay; You don’t see them, but they are talking to people all the time.”
Warren Buffet
What do delightful apps have that others don’t?
Solve an actual problem
Open the conversation
Close the feedback loop
Anticipate their problems
Empathise with your users
Do things that don’t scale
Case Study: Expedia
Make your users feel badass
Case Study: EE
What are you going to do to delight?
Thank you!Let’s go for a and talk about product.Drop me a line at [email protected] or say hi at @simplybastow
Download these slides: bit.ly/simplybastow-saastock2016