1. Build your net promoter
Give consumers more reason to come
directly to you first; and have your
brand to resonate more than your on
line partners do

2. Get to know
• Front – line staff
• Listen and support them
• You can’t fight your way in
• Show your staff that you care about them
• The Numbers you need to grow are 9 and 10
• Promote career development more efficiently
• More Mandatory training to engage the
guests on to a personal touch

3. Don’t say we made a mistake
• Say - sorry the incident happened and fix it
• Need to stay ahead of your competitors
• Share your experience about products and
services with anyone who is willing to listen

4. Hit to improve Net Promoters
• Ask your guest to vote
• Measure 60% of your guest s
• Tie each response to guest profitability
• Hold employees and Managers accountable
• Empower the front- line to act
• Publicize departments with high net promoters scores- share
best practices and development tools and training

5. Answer the ultimate questions

6. Financial impact of Net Promoters Scores
• 10% - 25% reduction in repeat calls
• 20% - 75% decrease in customer complaints
• 20% - 30% reductions in staffing needed
to support escalations
• 5% - 15% increase in sales conversion

7. Guiding Principles to increase net
promoter
• Note every interaction either they are negative or positive
• Revenue growth comes from existing guest – which leads
to increased business and referral to new prospect
• Review guest relationship with people , organization and
their confidence to understand their financial goals
• Price matters- guests expect great value from us.
• Improve guest experience by listening them and act on
what we learn
• Value all guest as a whole person- offering them seamless
guest experience that reflects their total business
• Make sure our decision around strategic growth-breaking
with conventional industry practices in areas where
competitors prefer the status quo

8. Net Promoter Economics
• Retention Rate: Detractors generally defect at higher
rates than Promoters
• Margins: Promoters are usually less price-sensitive
• Annual Spend: Promoters increase their purchase s
more rapidly than Detractors
• Cost Efficiencies: Detractors complain more frequently,
thereby consuming customers-service resources. By
contrast, promoters help bring down your customer-
acquisition cost
• Word – of – Mouth: 80 and 90% of positive referrals
comes from Promoters