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How to NPS 75 with 40K Customers

JOSH REEVESCEO AND CO-FOUNDER

LEXI REESECHIEF CUSTOMEREXPERIENCE OFFICER (CXO)

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People Platform

Payroll HR Benefits

WHAT IS GUSTO?

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GUSTO EXISTS TO SERVE OUR40,000+ CUSTOMERS

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UNEARTH YOUR TRUE MISSION AND SURFACE IT EVERYWHERE

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SOFTWARE IS BETTER AT FOLLOWING RULES,

BUT PEOPLE MAKE THE EXPERIENCE INCREDIBLE

Gusto employee, Adam

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THERE ARE NO

SHORTCUTS

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HIRE FOR ALIGNED MOTIVATIONS

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NPS IS NOT THE METRIC TO MANAGE

How To: NPS 75 with 40K Customers

Deliver incredible customer experience

5 QUESTIONS EVERY COMPANY

MUST ANSWER IN ORDER TO

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WHAT IS YOUR CUSTOMER EXPERIENCE STRATEGY?

Question 1

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WHO ARE YOU WILLING TO BE BAD FOR?

Question 2

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Question 3

1 Listen Hire Engineer

Gusto customer, Molyka Gusto Recruiters, Addy & Charles Gusto Help-a-thon

HOW DO YOU DEVISE A CUSTOMER EXPERIENCE FRAMEWORK THAT WORKS FOR YOUR BUSINESS?

2 3

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Question 4

WHAT WILL YOU DO WHEN YOU SCREW UP?

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Question 5

WHAT ARE YOUR NON-NEGOTIABLES?

How To: NPS 75 with 40K Customers

TWO THINGS TO WALK AWAY

WITH

How To: NPS 75 with 40K Customers

Desire to serve should come from within1

Be willing to make tough tradeoffs2