{"id":5220,"date":"2022-03-09T12:00:00","date_gmt":"2022-03-09T10:00:00","guid":{"rendered":"https:\/\/mwk.speckmann.com\/mehrwerk-recommends-webtalk-net-promoter-score-exchange-of-experience-for-users-from-all-industries\/"},"modified":"2024-08-05T19:04:21","modified_gmt":"2024-08-05T17:04:21","slug":"mehrwerk-recommends-webtalk-net-promoter-score-exchange-of-experience-for-users-from-all-industries","status":"publish","type":"post","link":"https:\/\/mwk.speckmann.com\/en\/mehrwerk-recommends-webtalk-net-promoter-score-exchange-of-experience-for-users-from-all-industries\/","title":{"rendered":"Mehrwerk recommends: Webtalk “Net Promoter Score – Exchange of experience for users from all industries”"},"content":{"rendered":"\n

The Net Promoter Score (NPS) – perhaps the most influential management method of the last twenty years – came of age in 2021.\nDeveloped by Fred Reichheld in 2003, the Net Promoter Score concept is now a standard global management tool for ensuring profitable growth, customer focus and customer loyalty.\nAt least 2\/3 of the Fortune 1000 and an ever-increasing number of companies in Germany use NPS – both B2B and B2C.\nThe power of NPS is also evident in the context of benefit programs and value-added services: recent multi-plant studies using NPS show that companies that successfully offer value-added services have 75% less churn and 45% more loyal customers. <\/p>\n\n

Nevertheless, there is currently no relevant platform for users to share experiences and benchmark<\/strong> Net Promoter Programs such as scores.\nMany of the freely accessible figures and information are not reliable, very expensive and\/or not compatible.\nIn addition, many of the Net Promoter programs<\/strong> do not develop their actual potential. <\/p>\n\n

“[…] While I am pleased that so many companies have embraced NPS, I am deeply troubled how badly most of them are implementing it.” (Fred Reichheld, Winning on Purpose, 2021, p. XIV).<\/p>\n\n

Information on the date and registration<\/h2>\n\n

On Thursday, April 28, 2022<\/strong>, the German Dialog Marketing Association (DDV) is therefore organizing a webtalk<\/strong> on the topic of Net Promoter Score (NPS)<\/strong> together with Mehrwerk from 16:00 to approx. 17:30<\/strong>.\nUsers and interested parties from all sectors will be able to discuss this topic and share their experiences.\nFurther information and a registration form<\/strong> can be found on the official DDV website<\/a>.\nFeel free to share this link with friends and colleagues who are interested in NPS!\nWe look forward to meeting you! <\/p>\n\n

\"Official<\/a><\/figure>\n\n

You are not (yet) an NPS user, but are interested in more growth and revenue with loyal customers? <\/a>Then just get in touch with me!<\/a><\/p>\n\n

More about the Net Promoter Concept<\/h2>\n\n

“On a scale from 0 to 10, how likely is it that you would recommend company XY to a friend or colleague?”<\/p>\n\n

More and more companies today are asking their customers this central question, based on empirical studies by Fred Reichheld, in order to classify their customers as promoters <\/strong>(scale value 9-10), passives<\/strong> (scale value 7-8) or detractors<\/strong> (scale value 0-6; originally detractors) and thus gain insights that are closely linked to the future growth of the company.<\/p>\n\n

Promoters<\/strong> are loyal and enthusiastic customers<\/strong> who actively tell third parties about their positive experiences, buy again and again from the company in question and also advise their social circle to do the same.\nThey therefore make a decisive contribution to the long-term growth of companies. <\/p>\n\n

Passive<\/strong> customers are satisfied customers<\/strong>, but they are not actually enthusiastic about the company.\nThey are more likely to be retained as customers due to their inertia than their loyalty or enthusiasm.\nThey run the risk<\/strong> of migrating<\/strong> to the competition if they receive a better offer there. <\/p>\n\n

Detractors, on<\/strong> the other hand, are disappointed<\/strong>, possibly even angry customers<\/strong> who have a poor relationship with the company and are anything but loyal to it.\nThey run a high risk of telling others about their bad experiences and switching to the competition. <\/p>\n\n

The pig does not get fat by weighing<\/h2>\n\n

The goal<\/strong> of a company can therefore only be that as many<\/strong> customers as possible<\/strong> are or become promoters<\/strong> and thus secure profits and company growth in the long term.<\/p>\n\n

The Net Promoter Score (NPS)<\/strong>, determined with the help of the above-mentioned recommendation question<\/strong>, shows the extent to which this goal has been achieved as the difference between the proportion of a company’s promoters on the one hand and the proportion of its detractors on the other.\nThis makes the Net Promoter Score (NPS) an easy to calculate and understand strategic key figure that serves as an indicator of the quality of the customer relationship<\/strong> and the sustainability of the customer base<\/strong>. <\/p>\n\n

At its core, however, it is not about the recommendation question or the score, because the “pig doesn’t get fat by weighing it”.\nThe innovation<\/strong> lies in the conceptual approach of using a closed question to determine a strategic KPI for the temperature of the customer relationship.\nA subsequent “why question”<\/strong> is then used to identify the underlying causes<\/strong> of the evaluation, assign them to topics and company divisions, evaluate them and, if necessary, transfer them directly into operational and strategic improvement measures<\/strong>.\nThe whole process should be carried out permanently on a broad basis and at all important touch points, including the loyalty<\/strong> of critics\/detractors on an individual basis. <\/p>\n\n

For an NPS program<\/strong> to create real sustainable value<\/strong> for a company, it is essential that both elements of the concept are established as a systematic process within the company: the score for management<\/strong> and the open question for change<\/strong>.<\/p>\n\n

Do you already know the most important success factors<\/strong> of customer feedback programs<\/strong>, such as the Net Promoter Score?\nWe have summarized the top 10<\/strong> for you: The (powerful) Voice of the Customer – Customer feedback based management systems and programs: The 10 most important success factors<\/a> <\/p>\n","protected":false},"excerpt":{"rendered":"

The Net Promoter Score (NPS) – perhaps the most influential management method of the last twenty years – came of age in 2021.
\nDeveloped by Fred Reichheld in 2003, the Net Promoter Score concept is now a standard global management tool for ensuring profitable growth, customer focus and customer loyalty.
\nAt least 2\/3 of the Fortune 1000 and an ever-increasing number of companies in Germany use NPS – both B2B and B2C.
\nThe power of NPS is also evident in the context of benefit programs and value-added services: recent multi-plant studies using NPS show that companies that successfully offer value-added services have 75% less churn and 45% more loyal customers. <\/p>\n","protected":false},"author":1,"featured_media":5221,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","ghostkit_customizer_options":"","ghostkit_custom_css":"","ghostkit_custom_js_head":"","ghostkit_custom_js_foot":"","ghostkit_typography":"","_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":""},"categories":[141],"tags":[129,128,172,144],"class_list":["post-5220","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-internal","tag-customer-loyalty","tag-customer-satisfaction","tag-events-en","tag-nps-en"],"acf":[],"yoast_head":"\nMehrwerk 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