SaaS Therapy

Check-In: Start a conversation using NPS

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Todd Kirk reviews a conversation with Dave Blake, CEO of ClientSuccess.com, about the importance of embracing vocal customers and the value of Net Promoter Score (NPS). Todd emphasizes that NPS can be a valuable tool when used correctly to understand customer sentiment and experience. He advises against using NPS for individual performance evaluation and suggests having the survey come from someone other than the customer's CSM.

Listen to explore strategies to encourage customer feedback and engagement, including reaching out personally and finding creative ways to connect. Today's key takeaway is to embrace vocal customers and use their feedback to improve.

Takeaways

  • Net Promoter Score (NPS) can be a valuable tool when used correctly to understand customer sentiment and experience.
  • Avoid using NPS for individual performance evaluation and have the survey come from someone other than the customer's CSM.
  • Embrace vocal customers and use their feedback to improve.
  • Find creative ways to encourage customer feedback and engagement, such as reaching out personally or using different channels.
  • Engagement is a strong signal of success in any partnership, so focus on strategies to engage customers who are not responding or ghosting.

    • Contents

    • 00:00 Introduction & Overview
    • 05:45 Encouraging Customer Participation & Engagement
    • 10:39 Conclusion & Call to Action

      • Resources

      ⁠⁠⁠⁠⁠⁠⁠⁠Connect with Casey⁠⁠⁠⁠⁠⁠⁠⁠

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      Credits

      Show direction: ⁠⁠⁠⁠⁠⁠⁠Debra Wilson⁠⁠⁠⁠⁠⁠⁠

      Show design: ⁠⁠⁠⁠⁠⁠⁠Kensie Smith⁠⁠⁠⁠

      Show manager: ⁠⁠⁠Angela Allred⁠

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      SaaS TherapyBy BrainStorm
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