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Customer Guru #webinarwednesday Kick start your Net Promoter System® getting started and succeeding with the NPS® Presented by Kushal Dev and Vivek Jaiswal Founders, Customer Guru
| Date post: | 16-Apr-2017 |
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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
1. Listen
3. Understand
4. Design
5. Implement
2. Fix
5 Steps to Implement NPS
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.
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 JaiswalCEO & Co-founder+91 77618 [email protected]
Kushal DevCOO & Co-founder+91 77810 [email protected]
