Build your net promoter
- 1. 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
- 2. 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
- 3. 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
- 4. 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
- 5. Answer the ultimate questions
- 6. 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
- 7. 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
- 8. 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