ReadyTalk

Meet with Confidence

Using Your Net Promoter Score

Posted by Mike McKinnon on
Share this Post:

istock_000003411173xsmall.jpgThe other day, I talked about how to calculate your net promoter score. This score allows you to see how many of your customers are promoters and how many are detractors. Once you are armed with this information; what can you do? How can you increase the amount of customers that are promoters?

One way is too avoid bad profits as I talked about in a previous post. However, this will only prevent detractors and will not necessarily create promoters.

At ReadyTalk, our focus is upon building advocates by allowing our customers to be heard and by providing exemplary customer support. We conduct usability testing with our customers before new product releases, we give them several avenues of real time feedback about their conference experience and we have dedicated account managers to each one of our accounts.

Our support is done in-house and is available 24/7. We even have an advocacy officer who is in charge of making sure programs and processes are in place to create promoters. Our CRM solution has a advocacy level indicator on each account and it is the responsibility of the account manager to move the needle.

While all of the above is great, the most important thing you can do is hire properly. Our hiring process is focused on employees that have customer service as a core value no matter their job function. If customer service is a core value you hold, you will be driven to help your customer's succeed and will take it personally when you fail. Regardless of the programs you have in place, without customer service as a core value of your employees, an advocacy program may never succeed.


Name: Amy Madsen
Time: Thursday, August 16, 2007

Thanks for an interesting post. If any of your readers and/or customers are interested in learning more about Net Promoter, we invite them to visit the Official Net Promoter website at http://www.netpromoter.com for blogs, a discussion forum, newsletter, job board, and more.

Comments for Using Your Net Promoter Score

blog comments powered by Disqus

Recent Posts

Cost Analysis of Webinar Leads

 Cost Analysis of Webinar Leads Webinars have gained popularity as a cost effective lead generation tactic in the past couple of years. Depending on your webinar strategy, the...

Webinar Promotion Q&A with Marketing Experts

Your Webinar Questions Answered by HourlyNerd's Dan Slagen and ReadyTalk's Shawn Cardinal On August 19, Dan Slagen, the CMO of HourlyNerd spoke on ReadyTalk’s webinar series about...

Watch your audience go from yawn to yay!

ReadyTalk Hosts Susan Stewart on our Webinar Series Time and time again people eagerly register for webinars, to only drift off from the live event and leave the webcast wondering...

The Cost of Bad Data

Cost of Bad Data Bad data is data that is not perfect – it could be incorrect data, data with missing chunks or data that is delayed. Most businesses do not realize it yet, but bad...

Optimize Your Webinar Spending with the Webinar ROI Calculator

Optimize Your Webinar Spending with the Webinar ROI Calculator As a marketer, you’re probably asked to provide weekly results in order to justify your budget and efforts. Week over...

ReadyTalk Makes Outside Magazine's 2014 list for "Best Places to Work"

The 2014 Outside Magazine “Best Places to Work” winners have been released, and ReadyTalk is happy to announce that we have made this year's list. For the past seven years, Outside...

6 Perspectives On Realistic Goals For New Advocate Marketing Programs (Guest Post)

6 Perspectives On Realistic Goals For New Advocate Marketing Programs If you’re anything like me, you have to set explicit goals for yourself before you can get anything really...

Find the Paths Your Customers Follow (Guest Post)

Find the Paths Your Customers Follow SHINY OBJECTS ARE DISTRACTING ReadyTalk recently invited me to provide a webinar on delivering content for demand generation and customer...

New from ReadyTalk - iPhone App Web Participant

Joining web meetings from your iPhone has never been easier.  Whether you are in the office or on the road, you can now participate in both the audio and web portions of the...