Podcasts about net promotor score

*How to use the Net Promotor Score framework to increase customer lifetime value, improve your marketing and your product. *What your ideal customers AKA 'soulmates' and detractors can teach you about your marketing and why you need to study both closely *How cognitive biases like 'loss aversion' can improve your marketing performance*The 'job to be done' framework and why it's more powerful than traditional customer personasLinks Mentioned. https://academy.omniconvert.com/pages/valentin-radu

Part 1 of 2. How do I use surveys to build trust with my audience? How do I ask the right questions, the right way, at the right time? What is the "autopsy approach" to gathering feedback? Why should I "close the loop" with my participants? How did the Net Promotor Score become "a scourge upon this world"? Shoutouts and References: The Survey Playbook by Dr. Matt Champagne; Purdue University, Net Promotor ScoreHost: Mark Suroviec, M. Ed. | Owner and Founder of WorkPlay SolutionsGuest: Dr. Matt Champagne | Survey Expert, University Professor, Technology Visionary, Speaker, and Entrepreneur https://matthewchampagne.com/ Special resource just for listeners of this podcast. You can download the "9 Principles of Customer Feedback" here https://matthewchampagne.com/workplay For more info, visit www.workplaysolutions.com or email mark@workplaysolutions.comFollow us on Facebook: WorkPlaySol

Fred Reichheld is the creator of the Net Promotor Score (or NPS). He is a Bain Fellow and the founder of their Loyalty practice, which helps companies achieve results through customer and employee loyalty. His work in the area of customer and employee retention has quantified the link between loyalty and profits. He's authored numerous best-selling books including The Loyalty Effect, Loyalty Rules!;  and The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer Driven World. His work has been widely covered in outlets like The Wall Street Journal, New York Times, Financial Times, Fortune, Business Week and The Economist.  Consulting Magazine  chose Fred as one of the “25 Most Influential Consultants”. According to The New York Times, "[He] put loyalty economics on the map." The Economist refers to him as the "high priest" of loyalty. This episode covers key take-aways from his most recent book: Winning On Purpose: The Unbeatable Strategy of Loving Customers. In this podcast he shares: How too many companies misuse—even abuse—NPS Lessons from companies like Apple Retail, Philips, Schwab, Allianz, American Express, and Intuit who get it rightWhy our historical view on capitalism is fading and why the emerging concept of capitalism will lead you to being truly customer-centric Why focusing on investor returns or even employee happiness is short-sighted And why establishing and truly living a core purpose is fundamental to your company's long-term success __________________________________________________________________________________________-Fred Reichheld__________________________________________________________________________________________Episode Timeline:00:00—Introducing Fred Reichheld + The topic of today's episode2:07—What made you revisit your idea of NPS?2:47—How are companies misusing NPS?3:54—Why do the ideas about focusing on various themes that aren't centered around the customer, never work out?5:25—Can you define the golden rule?6:22—How do you overcome the resistance to the language of what many consider "soft skill" language?8:28—What metrics should we be starting to embrace?11:10—Can you give us an indicator or metric that can help us gauge how much we're learning?12:54—What is the role of culture and values in this topic?15:40—Could you explain how capitalism fits into all of this?17:01—How can people follow, find and learn from you?__________________________________________________________________________________________Additional Resources: Company page: https://www.bain.com/our-team/fred-reichheld/Twitter: https://twitter.com/FredReichheldLinkedIn: https://www.linkedin.com/in/fredreichheldNewest Book: https://www.netpromotersystem.com/books/winning-on-purpose/

Fred Reichheld is the creator of the Net Promotor Score (or NPS). He is a Bain Fellow and the founder of their Loyalty practice, which helps companies achieve results through customer and employee loyalty. His work in the area of customer and employee retention has quantified the link between loyalty and profits. He's authored numerous best-selling books including The Loyalty Effect, Loyalty Rules!;  and The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer Driven World. His work has been widely covered in outlets like The Wall Street Journal, New York Times, Financial Times, Fortune, Business Week and The Economist.  Consulting Magazine  chose Fred as one of the “25 Most Influential Consultants”. According to The New York Times, "[He] put loyalty economics on the map." The Economist refers to him as the "high priest" of loyalty. This episode covers key take-aways from his most recent book: Winning On Purpose: The Unbeatable Strategy of Loving Customers. In this podcast he shares: How too many companies misuse—even abuse—NPS Lessons from companies like Apple Retail, Philips, Schwab, Allianz, American Express, and Intuit who get it rightWhy our historical view on capitalism is fading and why the emerging concept of capitalism will lead you to being truly customer-centric Why focusing on investor returns or even employee happiness is short-sighted And why establishing and truly living a core purpose is fundamental to your company's long-term success __________________________________________________________________________________________-Fred Reichheld__________________________________________________________________________________________Episode Timeline:00:00—Introducing Fred Reichheld + The topic of today's episode2:07—What made you revisit your idea of NPS?2:47—How are companies misusing NPS?3:54—Why do the ideas about focusing on various themes that aren't centered around the customer, never work out?5:25—Can you define the golden rule?6:22—How do you overcome the resistance to the language of what many consider "soft skill" language?8:28—What metrics should we be starting to embrace?11:10—Can you give us an indicator or metric that can help us gauge how much we're learning?12:54—What is the role of culture and values in this topic?15:40—Could you explain how capitalism fits into all of this?17:01—How can people follow, find and learn from you?__________________________________________________________________________________________Additional Resources: Company page: https://www.bain.com/our-team/fred-reichheld/Twitter: https://twitter.com/FredReichheldLinkedIn: https://www.linkedin.com/in/fredreichheldNewest Book: https://www.netpromotersystem.com/books/winning-on-purpose/

The last episode of season one is a solocast with the host of NPS I Love You and the manager of community and events at Catalyst Software, Ben Winn. In the episode, Ben reflects on the process of launching the podcast, what worked well and what could use some improvement for the next season. He also shares why they decided to launch the podcast in the first place, and why he's looking forward to season two.

Wie wahrscheinlich ist es, dass ihr diese Folge anderen Product Ownern weiterempfehlen würdet? Diese Art der Frage kennen wahrscheinlich sehr viele von uns. Der Net Promotor Score (kurz NPS), ist eine sehr weit verbreitete Form, wenn es um die Erhebung von Kundenfeedback geht. Dabei hat er neben seinen Vorzügen auch ein paar Schwierigkeiten. Grund genug, dass sich Oliver und Dominique intensiver dazu austauschen und ihre Erfahrungen teilen. Die beiden beginnen mit einer Einführung, damit wir eine gemeinsame Ausgangsbasis haben. Wie wird der NPS eigentlich berechnet und wie ist seine Geschichte? Sobald der NPS erhoben ist, stellt sich schnell die Frage, wann der Net Promotor Score des eigenen Produkts eigentlich gut ist. Keine einfach zu beantwortende Frage, der wir uns aber versuchen anzunähern. Ausgehend von der Einordnung, wann ein NPS-Wert gut oder schlecht ist besprechen wir verschiedene Hinweise, die beim Einsatz des Net Promoter Scores berücksichtigt werden sollten. Ein paar weitere Quellen zum NPS möchten wir euch gerne mitgeben: - The One Number You Need to Grow von Frederick F. Reichheld (https://hbr.org/2003/12/the-one-number-you-need-to-grow) - What is a Good Net Promoter Score? (https://www.retently.com/blog/good-net-promoter-score/) - Würden Sie diese Methode einem Freund empfehlen? von Stefan Ruf (https://www.anovum.com/publikationen/VSMS_2007_CM_NPS_StefanRuf_anovum.pdf) - Warum der Net Promoter Score schädlich ist (https://blog.seibert-media.net/blog/2018/02/02/warum-der-net-promoter-score-schaedlich-ist-und-was-ux-professionals-deswegen-tun-koennen-teil-2/) Im Zusammenhang mit dieser Episode solltet ihr auch diese Podcast-Folgen anhören: - Erfolgreiche Nutzerinterviews führen (https://produktwerker.de/erfolgreiche-nutzerinterviews-fuehren/) - Impulse für ganzheitliche Kundenzentrierung (https://produktwerker.de/ganzheitliche-kundenzentrierung/) Wenn euch die Folge gefällt, freuen wir uns über eine positive Bewertung in eurer Podcast App oder als Feedback auf produktwerker.de, per Mail an podcast@produktwerker.de oder via Instagram oder Twitter.

When choosing KPIs, always start by defining who the customer is.  So the next logical step is to figure out what the customer is looking for.   A common mistake I see all the time is that KPIs are set as Customer KPIs when in fact the customer doesn't value that measurement and benefits nothing from it. For example, a sales department crafted a few customer KPIs:  $ Value if Gross Profit  % Gross Profit  $ Value if Annuity Business  $Cost of Customer returns    From the above examples, you can see that the customer has received no benefit from these.    Instead we should be asking how would the customer want to measure you as a supplier?    The answer to that question would like very different:  # of returned shipments due to Poor quality  # Mistakes on documentation  % Variance to lowest product price  % Product returned for Poor Quality  % Due Date met  # Avg time from order to Delivery  # Executive Engagements  % Net Promoter Score  Can you see the difference?   All of these KPIs are of value to the Customer and right now your customer might be measuring you on the achievement of them.    There are 3 Value propositions which we can discuss    Value for money (or a no frills offering)  Customers want a product quality that is fit-for-purpose and where the delivery is predictable.  It must be relatively easy to do business with you and there doesn't need to be a huge variety of products to choose from. The price needs to be competitive even  if it's not the lowest. Price will, however, become a discussion point if quality and delivery are lacking.  In times like these customers want a great offering at a great price. They love champagne, but invariably only have money for beer.  There are world-class companies that do this such as Walmart, Toyota, Macdonald's.  70% of my customer are looking for the price as the #1 value driver    KPIs    % Repeat Business  % On time and In full deliveries  #Average order lead time  % Credit Note to Sales    The trick for you is to ensure you measure the same in your internal systems.      2. One stop shop  This is the Customer Solutions model. You supply the customer with many  customized products and services and can be integrated into their supply chain.  Relationships on the ground are key as you increase the mix of services to product.  Companies that do this well include Microsoft and IBM,.  20 to25%    KPIs  % Contract renewals  Value of Referral Business  % Customer Satisfaction – you can use some sort of survey to get this information  % Net Promotor Score  Value of ROI from Joint Customer Initiatives      3. Product Leadership      Product leadership means providing cutting edge premium products. They are not to be confused with fit-for-purpose quality products as they have a much higher and superior quality and, perform at a much higher level.  Suppliers of leading products should earn a superior margin in order to service the additional costs these products require,   such as innovation costs,   research costs,   handling costs and,   branding costs.   In addition, be wary of launching innovation projects that aren't led by customer data as this can cause an unnecessary reallocation of resources away from productive and profitable activities.  Companies that do this include Mercedes Benz, BMW, Apple, Gucci Clothing.  5to10%    KPIs   # Innovation Awards  % Brand Awareness  # Average Ranking in Product Reviews  # New features per annum  # Average score in independent reviews      The trick for you is to ensure you measure the same in your internal systems.    Tip  Make sure your Customers would value your  Customer KPIs  

Mike McComb, VP of Sales at Pitney Bowes for Global Ecommerce discusses what role Pitney Bowes plays in industry supply chains. Ecommerce growth 4:35. Challenges for PB and shippers/brands/retailers/marketplaces 6. How fulfillment companies are responding with technology to deal with costs, labor, efficiency 8:20. Reverse logistics 11:30. SCM tools and platforms 16:30. FourKites aggregates transportation data 16:44. Fenix Commerce pre-shopping cart sku-level view 17:10. KPIs (uptime, tracking, timeliness, transaction time, continuous improvement) 20:56. Actionable insights 23:08. Predictive analytics, heatmaps for fulfillment 23:25. Payback 27:12. Lift 28:08. Future of SCM (WMS, robotics) 29:48. Break 32:14. Retail case study (Dark Store, Nordstrom) 32:54. Apparel (Rent the Runway, Le Tote) 34:45. Telco (flexible release dates for phones) 35:15. Health and wellness (influencers, direct to consumer) 37:42. Net Promotor Score 40:28. 60% mobile purchase rate 41:00. Decision making systems 45:51. ‘Eco-conscience’ brands 49:10.

Der NPS gilt in Unternehmen wie Apple, Ebay, Facebook, Amazon, Aldi, Telekom, Automobilkonzernen, Banken, ... als wichtige Kenngröße für Unternehmenserfolg. Und da er mit nur einer EINZIGEN FRAGE auskommt, wird er gern in die Jahresziele von Managern, Projektleitern, Product Ownern und UX-Experten aufgenommen. Hör dir diese Folge an, um das Rüstzeug im Zielgespräch mit deiner Führungskraft zu haben. Lerne in dieser Folge: - Der NPS anhand eines Beispiels einfach erklärt - Vor- und Nachteile dieser Methode - Wie kannst du den NPS manipulieren

Bart nam in 2013 het bedrijf Ygrec Finance over en bouwde dit verder uit.Waarom werd hij van werknemer werkgever en welke rol speelde de overname van Bolletje hierin?Waarom de Net Promotor Score je helpt om succesvol te worden.Welke 3 tips heeft Bart de Goede voor jou naast het hebben van een plan en betrokken personeel?Over het boek Cashflow Kwadrant: Is een zzp-er wel ondernemer? "If You Don't Know Your Numbers You Don't Know Your Business."Veel ondernemers hebben een hekel aan het doen van hun administratie. Laat staan aan het doen van andermans administratie. Dat heeft mijn gast van vandaag echter niet tegengehouden om in 2013 het bedrijf Ygrec Finance in Baarn over te nemen.Vol enthousiasme heeft mijn gast van vandaag, Bart de Goede, het bedrijf overgenomen en verder uitgebouwd.Hoe heeft Bart dit gedaan, hoe is hij met tegenslag omgegaan en hoe creëert hij zijn successen?  www.HoeOnderneemIk.nl

Shep Hyken interviews Alyona Medelyan. They discuss how natural language processing can help companies focus on the most important problems to drive up customer satisfaction. Sound a little technical? It is, but it’s fascinating. More important, it’s relevant. The future is here today!  Top Takeaways: Natural language processing is an analytic tool that helps programs and AI (artificial intelligence) analyze and understand “everyday” language.   Using natural language processing allows companies to understand what customers are saying in their own words, link it to NPS (Net Promotor Score) and, most importantly, identify the most important problems their customers are facing.  Once companies have identified the problems that are most important to their customers, they can prioritize the order in which they fix them. Too often executives focus on things that matter less to customers rather than fixing the most pressing issues.  More often than not, customer service is not the root of the problem. Broken processes are often the culprit for low NPS scores, while good customer service is the only thing that keeps those scores above 0.  Surveys in general should be kept on the short side. However, they can be a little longer if you allow your customers to opt out of them and also offer them a way to share their thoughts and opinions freely.  Above all, the most important thing is for companies to give customers the chance to explain what they like and don’t like in their own words. Open the channels of communication a little wider and you will reap the rewards.  Quotes: “If you are running a business, think about how you get feedback from customers. Make sure you let customers explain in their own words what matters to them. - Alyona Medelyan  Learn more about your ad choices. Visit megaphone.fm/adchoices

The Net Promoter Score (NPS) is a survey tool used by many businesses – large and small – to measure customer satisfaction levels. In this edition of the Vantage Performance Podcast Michael Fingland explain to Phil Dobbie how the tool can also be used to value a business. It provides a useful snapshot of how valuable a customer base is – essential for companies looing to buy or sell a business.

  Takeaways Create Replicable Processes: The best ways I’ve learned to master a concept are to first write it down, and then second is to teach it. Doing both of those naturally forces the ability for the process to be replicable. Once it can be replicated, it can be measured, and once it can be measured, it can be improved. Add Value in Every Outreach: If your calls, emails or social posts aren’t adding value to a prospect's life, why even do it? Put yourself in there shoes assuming they’re inundated with messages. Figure out how to make your point succinctly with a clear message of implied value. Ask Customers How You Could Have Improved Their Buying Experience: Most companies do some version of NPS surveys or Net Promotor Score to learn what customers think about using their product. But, when was the last time you asked your customers what you could have done differently in the sales process? For a lot of sales reps the only feedback we get is whether we won or lost the deal, which frankly doesn’t help us get better. Book Recommendation  Smarter Faster Better: The Secrets of Being Productive in Life and Business by Charles Duhigg Full Notes https://www.salestuners.com/simon-mutlu/ Sponsors What if every sales rep inherited the habits of your best rep? With Costello, they do. The pipeline-centric system is strategically built on a proven selling methodology that keeps teams focused on the only thing they can control in sales – actions that push deals to close.  

Ep48: Industry 4.0 & the future of work is here, now. Innes Willox is my guest today.  Innes is the CEO of Australian Industry Group, the largest cross-industry peak body in Australia.  AI Group represents the interests of business to government, as an advocate and delivering services to their 60000 business members employing more than 1million staff Australia wide.   This episode is brought to you by the Safety Institute of Australia's 2017 Victorian Conference called Safety STEPS, Strategies Towards Efficient Productive Systems.  Innes is one of the keynote speakers this year, sharing his insights about the future of work, alongside a great lineup of speakers.  You can find out more about that conference and grab a ticket at www.sia.org.au, I hope to see you there!   Here's Innes: If you want info about the Net Promotor Score idea I mentioned in my take-aways, send me an email andrew[at]safetyontap.com   [activecampaign form=5]

Brad and Brendan Schneider, Director of Advancement at Sewickley Academy, Pittsburgh, discuss video benchmarks to be aware of. In addition, they examine the latest global internet trends; and the role of a Net Promotor Score at your firm. Brendan also shares his top three online marketing tools. This week’s professional services marketing example: the new podcast from The Scots College, Sydney. The rants and raves segment looks at behavioural data and how it should be used.

Brad and Brendan Schneider, Director of Advancement at Sewickley Academy, Pittsburgh, discuss the latest in video benchmarks In addition, they examine global internet trends that will inform your marketing strategy; and the role of a Net Promotor Score at your school. Brendan shares his top three online tools that help him with marketing. This week’s school marketing example: the new podcast from The Scots College, Sydney. The rants and raves segment looks at behavioural data and how it should be used.

Do you realize there is a hidden gem in your customer service department? Shep Hyken speaks with Jeremy Watkin to discuss the strategies you can use to mine that hidden gem, which can give your organization a competitive advantage. But first... Shep Hyken discusses the power of the customer satisfaction survey. Just about everything related to the success of a business is tied to numbers, and the customer satisfaction survey is a big part of that. With the survey, it is important to ask the right questions, but even more importantly, to be prepared to do something with the answers you get. As Peter Drucker said, “You can’t manage what you don’t measure.” After Shep’s opening comments, Shep and Jeremy discuss how you can measure what the customer is saying through listening, and paying attention to your customer satisfaction or Net Promotor Score surveys, and the verbatim feedback that accompany them. It may also be through anecdotal comments they are making to your customer service department on the phone. It may be the comments customers are typing on your website when they are canceling their service. All of these comments can be used to give valuable insights into how we can improve our customers’ experience. A few tips from Jeremy Watkin on improving customer service: • Create a Customer Service Focus Group Jeremy suggests as a solution to create a focus group, not only among your customers, but also with your customer service department. You’ll never be short for material when you ask your customer service department for feedback on the pain points your customers are experiencing. The customer service department will happily share feedback from your customers. Ask them the right questions, and you will get incredible answers. • Customer Service Stop Words There are a number of words that some people in customers say on a regular basis that simply turn our customers off. We must get away from telling our customers things like “Sorry, there is nothing we can do” or “Our policy prohibits us from taking any action on your behalf.” Sometimes the customer service rep may resort to saying, “No,” because it’s easier than trying to figure out a way to fix the customer’s issue. Here are a few “Customer Service Stop Words” to avoid: • Unfortunately • Policy • Can’t • Won’t • No Any time you invoke policy, it is not going to sit well with the customer! Instead using phrases such as, “Let me see what I can do,” or, “Here is what I can do for you.” Customer Service Support Tools To help your customer service department do their job more effectively, consider artificial intelligence tools like Gridspace or Call Miner. These tools can ‘listen’ to how your customer service department interacts with the customer, and will give you ideas on how to improve words, syntax and cadence to make a better connection with the customer. And, since many customers (especially millennial customers) like to solve problems on their own, consider the use of self-service tools like Solvvy (for email support) or Nanorep (for chat), a Frequently Asked Questions page or even a “how to” video on YouTube. Jeremy Watkin is the Head of Quality at FCR, an outsource provider of customer service. He is also the co-founder and regular contributor to the blog Customer Service Life, where he continues to write about customer service, customer experience, and contact center life. Be sure to connect with him on Twitter at @jtwatkin for more awesome customer service and experience insights. Learn more about your ad choices. Visit megaphone.fm/adchoices

Larry Levine, the Director of Client Experience for Peapack-Gladstone Bank out of New Jersey, sits down with us to provide a master class to bankers on how they can take steps to improve the client experience. We talk about the Bank's "Voice of the Client Committee" and its impact. We discuss the use of the Net Promotor Score, how Peapack-Gladstone has been successful at improving technology adoption rates and the proper way to resolve customer problems. We cover the role of branding, culture, and leadership in making a difference in banking and go in-depth to better understand the lengths this bank goes to love their employees.  We also cover the future and find out what technology Peapack-Gladstone is investing in, how the bank's focus on onboarding is starting to make a difference and how they are executing their "Bank Anywhere" strategy.  This episode is perfect for any banker looking to improve their value proposition, places importance on creating a unique customer experience or just wants to improve their customer service. Peapack-Gladstone Bank has turned the client experience into a competitive advantage and every banker should take notice.