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

Does your tech company have what it takes to compete in the Colfax Relay?

Does your tech company have what it takes to compete in the Colfax Relay? Living a healthy lifestyle is an important part of the ReadyTalk culture. When we hire, we look for...

Mobile Optimization Explained

How to Better Market to a Mobile Audience Yesterday, we had the pleasure of sponsoring an AMA Webinar, “Conversion Optimization in a Multi-Device World.” Led by Chris Goward, CEO...

Try out ReadyTalk Video Lab for Your Next Meeting!

Ready to try something new? Check out ReadyTalk Video Lab, an experiential video conferencing and VoIP solution that's ideal for small, interactive meetings. We are asking...

Want One-Click Meetings?

Want One-Click Meetings?   Phone number. Access Code. #. Press *2. Pin number. #. Listen to recording of options. Meeting begins. The traditional method of starting a conference...

Love Your Mobile Phone? So do we.

Love Your Mobile Phone? So do we. You probably spend more time with your mobile phone than you do with your significant other. After all, it’s with you at work, your commute and at...

Stop. Collaborate and Listen.

Stop. Collaborate and Listen. ReadyTalk plays an important role for teams who want to collaborate during meetings. Unlike webinars with only one or two presenters, collaborative...

Meetings! Meetings! And More Meetings! How Much are They Really Costing You?

Are you running from meeting to meeting? Are there clear agendas, action items and decisions being made in all these meetings?  Do you even know why you were requested to attend?...

Technology Tools for Remote Workers

Technology Tools for Remote Workers Telecommuting, remote work and flex schedules are rising in popularity. On a recent webinar, Out of the Office: Tips and Best Practices for...

Improving Your Remote Work Experience

Improving Your Remote Work Experience Being a remote employee can be both rewarding and challenging. You’re often reliant on in-office colleagues to communicate important details,...