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Net promoterscore
- 2. Net Promoter Score How Businesses Grow in a Customer Driven World
- 3. Net Promoter Score What is it? Don’t worry, we’ll tell you.
- 4. Net Promoter Score
- 5. 1. On a scale from 1 to 10, how likely are you to refer our product or service to a friend, family member, or colleague? 5 6 7 8 9 10 1 2 3 4 2. Please give the best reason for your answer:
- 6. Net Promoter Score
- 7. Net Promoter Score Why does your company need it? How are you surviving without it!?
- 8. Net Promoter Score Other surveys are: - Too Long - Designed for research not to drive change - Anonymous - Structured in the language of the researcher - Gamed and manipulated
- 9. Net Income: 154 Million Increase of: 3.0% Revenues: 1.125 Billion
- 10. Net Promoter Score Relative NPS?
- 11. Net Promoter Score What are promoters and detractors worth to you?
- 12. Net Promoter Score Average Customer Value: $210 Average Value of Promoter: $328 Average Value of Detractor: -$58
- 13. Net Promoter Score Retention Rate Annual Spend Pricing Cost Efficiencies Word of Mouth
- 14. Net Promoter Score Retention Rate Annual Spend Pricing Cost Efficiencies Word of Mouth
- 15. Net Promoter Score Retention Rate Annual Spend Pricing Cost Efficiencies Word of Mouth
- 16. Net Promoter Score Retention Rate Annual Spend Pricing Cost Efficiencies Word of Mouth
- 17. Net Promoter Score Word of Mouth
- 18. Net Promoter Score Retention Rate Annual Spend Pricing Cost Efficiencies Word of Mouth
- 19. Net Promoter Score Word of Mouth 80 to 90% of referrals come from Promoters 80 to 90% of negative reviews come from Detractors
- 20. Net Promoter Score What is the financial impact?
- 21. Net Promoter Score Referral Economics
- 22. Net Promoter Score 8 million Dell customers 40,000,000 positive comments 5,000,000 million negative comments
- 23. Net Promoter Score Dell 2010 Customers Referrals Other
- 24. Net Promoter Score 1 million Dell customers from referrals. Average customer worth $210 =$210,000,000
- 25. Net Promoter Score The price of each positive comment = $5.25 (210 million / 40 million) Promoter Value = $42.00 per Referral
- 26. Net Promoter Score What is the lasting impact? We’re glad you asked.
- 27. Net Promoter Score
- 28. Net Promoter Score
- 29. Net Promoter Score
- 30. Net Promoter Score Separation of good profits from bad profits. Financial Projections Human Resources Efficiencies Intelligent Marketing Spends
- 31. Net Promoter Score Do you have any questions? We hope so!
- 32. Net Promoter Score Strategy Lab Marketing Cycle
Notes de l'éditeur
- Word of Mouth: 80 to 90% referrals come from Promoters. People who are referred from Promoters are more likely to become Promoters themselves. Detractors are responsible for 80 to 90% of negative reviews. This is very damaging as it takes 3 to 10 (depends on industry) positive reviews just to neutralize with just one negative review. Dell along with Satmetrix conducted a research by assigning quantitative data to calculate the actual value of word of mouth. 8 million Dell customers made 40 million positive comments and 5 million negative comments.Dell’s survey shows that during that particular year out of 4 million customers – 25% came from referrals, assuming each customer is worth $210 to Dell then 210 * 1 million= 210 million revenue generated through referred customers. Each positive comment is worth = 210 million/40 million= $5.25.If an average person refers to 8 people then 5.25*8=42 is the value of positive word of mouth for a promoter during one year. The financial aspect of negative word of mouth:Depending on the industry on average it takes 5 positive comments to offset one negative comment. So in our above example there were 5 million negative comments which mean = 5 million 5 =25 million positive comments are needed
- Net Income: 154 millionRevenues: 1.125 billion
- Distinguishing Factors
- Distinguishing Factors
- Distinguishing Factors
- Distinguishing Factors
- Word of Mouth: 80 to 90% referrals come from Promoters. People who are referred from Promoters are more likely to become Promoters themselves. Detractors are responsible for 80 to 90% of negative reviews. This is very damaging as it takes 3 to 10 (depends on industry) positive reviews just to neutralize with just one negative review. Dell along with Satmetrix conducted a research by assigning quantitative data to calculate the actual value of word of mouth. 8 million Dell customers made 40 million positive comments and 5 million negative comments.Dell’s survey shows that during that particular year out of 4 million customers – 25% came from referrals, assuming each customer is worth $210 to Dell then 210 * 1 million= 210 million revenue generated through referred customers. Each positive comment is worth = 210 million/40 million= $5.25.If an average person refers to 8 people then 5.25*8=42 is the value of positive word of mouth for a promoter during one year. The financial aspect of negative word of mouth:Depending on the industry on average it takes 5 positive comments to offset one negative comment. So in our above example there were 5 million negative comments which mean = 5 million 5 =25 million positive comments are needed
- Distinguishing Factors
- Word of Mouth: 80 to 90% referrals come from Promoters. People who are referred from Promoters are more likely to become Promoters themselves. Detractors are responsible for 80 to 90% of negative reviews. This is very damaging as it takes 3 to 10 (depends on industry) positive reviews just to neutralize with just one negative review. Dell along with Satmetrix conducted a research by assigning quantitative data to calculate the actual value of word of mouth. 8 million Dell customers made 40 million positive comments and 5 million negative comments.Dell’s survey shows that during that particular year out of 4 million customers – 25% came from referrals, assuming each customer is worth $210 to Dell then 210 * 1 million= 210 million revenue generated through referred customers. Each positive comment is worth = 210 million/40 million= $5.25.If an average person refers to 8 people then 5.25*8=42 is the value of positive word of mouth for a promoter during one year. The financial aspect of negative word of mouth:Depending on the industry on average it takes 5 positive comments to offset one negative comment. So in our above example there were 5 million negative comments which mean = 5 million 5 =25 million positive comments are needed
- Word of Mouth: 80 to 90% referrals come from Promoters. People who are referred from Promoters are more likely to become Promoters themselves. Detractors are responsible for 80 to 90% of negative reviews. This is very damaging as it takes 3 to 10 (depends on industry) positive reviews just to neutralize with just one negative review. Dell along with Satmetrix conducted a research by assigning quantitative data to calculate the actual value of word of mouth. 8 million Dell customers made 40 million positive comments and 5 million negative comments.Dell’s survey shows that during that particular year out of 4 million customers – 25% came from referrals, assuming each customer is worth $210 to Dell then 210 * 1 million= 210 million revenue generated through referred customers. Each positive comment is worth = 210 million/40 million= $5.25.If an average person refers to 8 people then 5.25*8=42 is the value of positive word of mouth for a promoter during one year. The financial aspect of negative word of mouth:Depending on the industry on average it takes 5 positive comments to offset one negative comment. So in our above example there were 5 million negative comments which mean = 5 million 5 =25 million positive comments are needed
- Word of Mouth: 80 to 90% referrals come from Promoters. People who are referred from Promoters are more likely to become Promoters themselves. Detractors are responsible for 80 to 90% of negative reviews. This is very damaging as it takes 3 to 10 (depends on industry) positive reviews just to neutralize with just one negative review. Dell along with Satmetrix conducted a research by assigning quantitative data to calculate the actual value of word of mouth. 8 million Dell customers made 40 million positive comments and 5 million negative comments.Dell’s survey shows that during that particular year out of 4 million customers – 25% came from referrals, assuming each customer is worth $210 to Dell then 210 * 1 million= 210 million revenue generated through referred customers. Each positive comment is worth = 210 million/40 million= $5.25.If an average person refers to 8 people then 5.25*8=42 is the value of positive word of mouth for a promoter during one year. The financial aspect of negative word of mouth:Depending on the industry on average it takes 5 positive comments to offset one negative comment. So in our above example there were 5 million negative comments which mean = 5 million 5 =25 million positive comments are needed
- Word of Mouth: 80 to 90% referrals come from Promoters. People who are referred from Promoters are more likely to become Promoters themselves. Detractors are responsible for 80 to 90% of negative reviews. This is very damaging as it takes 3 to 10 (depends on industry) positive reviews just to neutralize with just one negative review. Dell along with Satmetrix conducted a research by assigning quantitative data to calculate the actual value of word of mouth. 8 million Dell customers made 40 million positive comments and 5 million negative comments.Dell’s survey shows that during that particular year out of 4 million customers – 25% came from referrals, assuming each customer is worth $210 to Dell then 210 * 1 million= 210 million revenue generated through referred customers. Each positive comment is worth = 210 million/40 million= $5.25.If an average person refers to 8 people then 5.25*8=42 is the value of positive word of mouth for a promoter during one year. The financial aspect of negative word of mouth:Depending on the industry on average it takes 5 positive comments to offset one negative comment. So in our above example there were 5 million negative comments which mean = 5 million 5 =25 million positive comments are needed
- Word of Mouth: 80 to 90% referrals come from Promoters. People who are referred from Promoters are more likely to become Promoters themselves. Detractors are responsible for 80 to 90% of negative reviews. This is very damaging as it takes 3 to 10 (depends on industry) positive reviews just to neutralize with just one negative review. Dell along with Satmetrix conducted a research by assigning quantitative data to calculate the actual value of word of mouth. 8 million Dell customers made 40 million positive comments and 5 million negative comments.Dell’s survey shows that during that particular year out of 4 million customers – 25% came from referrals, assuming each customer is worth $210 to Dell then 210 * 1 million= 210 million revenue generated through referred customers. Each positive comment is worth = 210 million/40 million= $5.25.If an average person refers to 8 people then 5.25*8=42 is the value of positive word of mouth for a promoter during one year. The financial aspect of negative word of mouth:Depending on the industry on average it takes 5 positive comments to offset one negative comment. So in our above example there were 5 million negative comments which mean = 5 million 5 =25 million positive comments are needed
- Word of Mouth: 80 to 90% referrals come from Promoters. People who are referred from Promoters are more likely to become Promoters themselves. Detractors are responsible for 80 to 90% of negative reviews. This is very damaging as it takes 3 to 10 (depends on industry) positive reviews just to neutralize with just one negative review. Dell along with Satmetrix conducted a research by assigning quantitative data to calculate the actual value of word of mouth. 8 million Dell customers made 40 million positive comments and 5 million negative comments.Dell’s survey shows that during that particular year out of 4 million customers – 25% came from referrals, assuming each customer is worth $210 to Dell then 210 * 1 million= 210 million revenue generated through referred customers. Each positive comment is worth = 210 million/40 million= $5.25.If an average person refers to 8 people then 5.25*8=42 is the value of positive word of mouth for a promoter during one year. The financial aspect of negative word of mouth:Depending on the industry on average it takes 5 positive comments to offset one negative comment. So in our above example there were 5 million negative comments which mean = 5 million 5 =25 million positive comments are needed