Build your net promoter

Give consumers more reason to come directly to you first; and have your brand to resonate more than your on line partners

do

Get to know

• Front – line staff• Listen and support them• You can’t fight your way in• Show your staff that you care about them• The Numbers you need to grow are 9 and 10• Promote career development more efficiently• More Mandatory training to engage the guests

on to a personal touch

Don’t say we made a mistake

• Say - sorry the incident happened and fix it• Need to stay ahead of your competitors• Share your experience about products and

services with anyone who is willing to listen

Hit to improve Net Promoters

• Ask your guest to vote• Measure 60% of your guest s • Tie each response to guest profitability• Hold employees and Managers accountable• Empower the front- line to act• Publicize departments with high net promoters scores- share best practices

and development tools and training

Answer the ultimate questions

Financial impact of Net Promoters Scores

• 10% - 25% reduction in repeat calls • 20% - 75% decrease in customer complaints• 20% - 30% reductions in staffing needed

to support escalations• 5% - 15% increase in sales conversion

Guiding Principles to increase net promoter

• Note every interaction either they are negative or positive• Revenue growth comes from existing guest – which leads to

increased business and referral to new prospect• Review guest relationship with people , organization and their

confidence to understand their financial goals• Price matters- guests expect great value from us. • Improve guest experience by listening them and act on what we

learn• Value all guest as a whole person- offering them seamless guest

experience that reflects their total business• Make sure our decision around strategic growth-breaking with

conventional industry practices in areas where competitors prefer the status quo

Net Promoter Economics• Retention Rate: Detractors generally defect at higher rates

than Promoters • Margins: Promoters are usually less price-sensitive• Annual Spend: Promoters increase their purchase s more

rapidly than Detractors• Cost Efficiencies: Detractors complain more frequently,

thereby consuming customers-service resources. By contrast, promoters help bring down your customer-acquisition cost

• Word – of – Mouth: 80 and 90% of positive referrals comes from Promoters