Net Promoter Score NPS-Certified Coach Tom Ulbrich Former CEO John Ratliff, Appletree Answers
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1 Net Promoter Score NPS-Certified Coach Tom Ulbrich Former CEO John Ratliff, Appletree Answers December 2013 Gazelles International Coaches Best Education Learning Webinar
2 December 2013 Objectives Review NPS theory, key principles and tools with NPS-certified coach, Tom Ulbrich Illustrate how a client used NPS successfully by former CEO, John Ratliff Position strategic value and use of NPS with clients and as coaches Introduce Further resources for coaches
3 On a scale of 1-5 Grade your skill and ability on implementing NPS with your clients.
4 New Gazelles International Members Avtar Hari Singh Khalsa, Santa Fe, NM Ellyn Martin, Albury Wondonga, AUS Rod Fraser, Albury Wodonga, AUS Pamela Carrington Rotto, Indianapolis, IN
5 Newly Certified Coaching Associates Jeff Moore, New York, NY Matt Kuttler, Miami-Ft Lauderdale, FL
6 Road map 2014 Gazelles International Road Map Bullet One Keith Cupp January 20, 2014 Best Education Learning Webinar
7 November Webinar NPS: Lessons Learned ü Team Planning Session ü Checklists ü No Compromise ü Practical Application (Resources) November 2013 Gazelles International Coaches Best Education Learning Webinar
8 International Library IP stories Jan 10, nd Call for Submission
9 New 15 minute Book Summary GICoaches.com Smart Tribes How Teams Become Brilliant Together by Christine Comaford
10 Growth Tools Update Updated workbook Individual Fillable pdf forms GICoaches.com > One Page Strategic Plan (workbook) or GI Resources Library (forms)
11 Important Announcement Gazelles Offices are closed between Dec 21st Jan 2nd All orders received after 12 pm EST Monday, Dec 23rd will be processed on Thursday, Jan 2nd
12 Coming Up in 2014 Feb Cer+fica+on & BDT Training - Phoenix, AZ Mar 11/12 GI Coaches Summit (Australia) - Sydney Mar 13/14 The Growth Faculty Na#onal Growth Summit - Sydney April 30 Gazelles European Growth Summit - Amsterdam May 1 GI Coaches Summit (Europe) - Amsterdam May Leadership Summit & Coaches Summit - Orlando, FL July 17/18 Mid- Year Cer+fica+on Training - Portland, OR Oct Growth Summit & Coaches Summit - Las Vegas, NV Nov (TBD) La+n American Growth Summit Mexico City
13 Net Promoter Score Former CEO John Ratliff, Appletree Answers NPS-Certified Coach Tom Ulbrich December 2013 Gazelles International Coaches Best Education Learning Webinar
14 The Customer Loyalty Advantage Net Promoter System Tom Ulbrich, Assistant Dean and Executive Director UB School of Management Center for Entrepreneurial Leadership Certified Net Promoter Associate December 16, 2013
15 Why is customer loyalty important?
16 How difficult is it to get a new customer?
17 Drowning in Information
18 Why?
19 Loyal customers drive profitable growth
20
21 Why do some customers become promoters?
22
23
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25 The ultimate test: Will people co-brand with their personal reputation and recommend you?
26 Loyalty leaders economics
27 Profit
28
29 But we like our surveys The only way to grow a business is to get customers to come back for more and tell their friends Andy Taylor, CEO Enterprise Rent-A-Car
30 Would you recommend us to a friend?
31 There is a tool - NPS Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld
32 How likely is it that you would recommend this firm or product or service to a colleague or friend?
33 Why?
34
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36
37 What to do with the information?
38 When?
39
40 You must close the loop
41 Making sure you have good data
42 Giving voice to samples
43 Context matters
44 N P S
45
46
47 Resources -Get certified: -Case studies: -NPS charts, white papers and reports: -NPS benchmarks: click here -Software: - -Books: -Creating a sampling strategy: Click here -Free Online NPS Calculator:
48 The Customer Loyalty Advantage Net Promoter System Tom Ulbrich, Assistant Dean and Executive Director UB School of Management Center for Entrepreneurial Leadership Certified Net Promoter Associate
49 What % of your active clients use NPS in their ongoing operations? 0-25% 26-50% 51-75% %
50 NPS Case Study: Appletree Answers Former CEO John Ratliff Appletree Answers
51 Net Promoter Score Former CEO John Ratliff, Appletree Answers NPS-Certified Coach Tom Ulbrich December 2013 Gazelles International Coaches Best Education Learning Webinar
52 Tell us what you think
53 Tell us what you think
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