Inbound is about making marketing people love, but how can you measure it. NPS (Net Promter Score) is a proven system that can be easily tracked using HubSpot. Using workflows you can systematically take action on the information.

1. What do customers
really think of us?

3. Tom Schwab
Twitter
@TMSchwab
@Inbound4eCommerce
LinkedIn

4. Consultant$
Focu$ Group$
Listen
Surverys
Hope!

5. How likely are you to recommend
(your name here)
to a friend or colleague?

6. Net Promoter Score
• What it is
• Why it matters
How to automatically track
• Email
• Static Pages
• List
• Workflow
Taking Action on the Information

7. It’s not about a customer’s satisfaction or even loyaty – at
least in so many words. Rather, it’s about a customer’s
willingness to recommend a product or service to someone
else…the percentage of customers who were enthusiastic
enough to refer a friend or a colleague – perhaps the
strongest sign of customers loyalty – correalted directly with
differences in growth rates among competitors.”
Frederick F. Reichheld
Harvard Business Review – Dec 2003

9. Top 4 Reported Scores for 2013
USAA Insurance = 80
Costco = 78
USAA Banking = 78
Apple = 76

10. Email
How to use
HubSpot to
automaticaly
track your
NPS
Static Pages
List
WorkFlows

11. Email

12. Static Pages

13. List

14. WorkFlows

15. Manual
Calculation
NPS = 99/108 – 2/108
= 92 - 2
= 90

16. Taking Action on the Information?
NPS vs Time
LTV vs NPS
Maximizing LTV of NPS+
NPS as an HR Metric
NPS as a Financial Metric

17. They Love Us!
And I’ve got
the NPS data
to prove it

18. References / Resources
The One Number you Need to Grow
Frederick F. Reichheld
Harvard Busines Review December 2003
http://hbr.org/2003/12/the-one-number-you-need-to-grow/ar/1
Net Promoter System Blog
http://www.netpromotersystemblog.com/
One Number That Says it All
Fred Reichhelf
Linkedin
http://www.netpromotersystemblog.com/2013/11/08/one-number-that-says-it-all/
How to use post transactional NPS emails to grow sales
Tom Schwab
HubSpot eCommerce Blog
http://blog.hubspot.com/ecommerce/ecommerce-transactional-email-nps
Planning to exit in 5-10 Years? 10 Things to do right now
John Warillow
Built to Sell
http://www.builttosell.com/blog/2014/01/27/planning-to-exit-in-5-10-years-here-are-10-things-to-do-right-now