Customer Success Summit 2016 General Session Presented by: Brian Ley, CEO, Alpharank

1. Beyond NPS
Moving from Customer LTV to Network LTV
Bria n L e y : C EO a t A l p h a ra n k

2. How Does Word of Mouth Work?

3. Why Offline Influencers Matter
$4 Trillion
is accredited to offline word of mouth

4. Why Offline Influencers Matter
92%
B2B purchases are influenced by word of mouth

5. 7% of WOM is Online
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60% of B2B Word of Mouth is Offline

6. Contagious Inspiration

7. Our Invention
Person A
Infected/Buys
Person B
Infected/Buys
Small Chance A Influenced B
(0.005%)
Person A Person B
Greater Chance
25%
Person A Person B
Very Good Chance
85%
We are able
to infer that
Person A is
Influencing Person B
1st
Time
2nd
Time
3rd
Time
Person A Person B
Clever Solution

8. You can’t track word of mouth directly but you can use proxy data to detect hidden
patterns in payment and usage data to detect behavior driven by it.
Our Insight: Use purchase time as a proxy of contagion

9. influence
Our Insight: Use purchase time as a proxy of contagion
You can’t track word of mouth directly but you can use proxy data to detect hidden
patterns in payment and usage data to detect behavior driven by it.

10. Offline Influencers Get Results
TOTAL SALES
42
WOM
INFLUENCE
111
Emails sent
22
Sales
6
4
Opened Click

11. 4x
$$$$$$$ $$$$$
v. Network LTV= $800
Spends $200
No Influence
Meg Bree
Receptive Friends
Spends $100
$700 of Influence
3x
LTV = $200
Valuable
vs.
InfluentialQuantify Word of Mouth

12. Customers are
connected.

13. Your Advantage Today