Episode description
What role does the Net Promoter Score (NPS) play in customer success? Join Dave Blake, the founder and CEO of Client Success, as he shares how NPS can be used as a tool to understand the customer experience, rather than the sole predictor of customer retention or churn.
Dave shares best practices for implementing NPS, including the frequency of surveys, the importance of genuine feedback, and the need to engage with customers who are not providing feedback. He also highlights the significance of embracing difficult conversations and using feedback to drive improvements in the customer journey.
Takeaways
- Net Promoter Score (NPS) should not be used as the sole predictor of customer retention or churn, but rather as a valuable tool to understand customer sentiment and the overall customer experience.
- NPS surveys should be conducted every three to four months to avoid survey fatigue and allow for meaningful feedback.
- Engaging with customers who are not providing feedback is crucial, and creative strategies should be employed to encourage their participation.
- Leaders should embrace difficult conversations with customers and use feedback to drive improvements in the customer journey.
- Building genuine relationships with customers and demonstrating care and competence are key to building trust and confidence.
Contents
- 00:00 Introduction and Background of Dave Blake
- 05:14 The Relevance of Net Promoter Score (NPS)
- 11:39 Best Practices for Implementing NPS
- 23:18 Using NPS to Drive Customer Success
- 28:26 Engaging Customers Who Are Not Providing Feedback
- 34:30 Building Genuine Relationships and Demonstrating Care and Competence
- 39:39 CS100 Summit and Conclusion
Resources
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Visit the show page
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Credits
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Angela Allred