David Mitzenmacher

Come Talk Customer Advocacy With Me at Pulse 2015

Posted by in Conferences

If you’re new here, you may want to subscribe to my RSS feed or follow me on Twitter. Thanks for visiting!If you work in the Customer Success field, you are no doubt familiar with the excellent Pulse conference that Gainsight puts on each year. Even if you use a customer success platform other than Gainsight*, you’ll still get a ton of value out of this conference. Gainsight has just released the full speaker lineup, and it’s a great one. There’s Michael Lewis (Author of Moneyball), Dan Levin from Box, Jason…read more

Your Customer Survey is Bad, and You Should Feel Bad

Posted by in Best Practices, Net Promoter

Rob Markey is a loyalty rock star. Not just because he’s the co-author of The Ultimate Question 2.0, one of my favorite business books of all time. Not just because he heads up the Customer Strategy Practice at Bain and is one of the most important thinkers in the customer loyalty field. All of these things are great, but what pushes Rob from pretty cool guy to loyalty rock star is the fact that he maintains a database of real customer surveys used by real companies. You can check it out by…read more

Performing Driver Analysis in Microsoft Excel

Posted by in Net Promoter

Many Net Promoter programs start as small pilot programs without large investments in systems and infrastructure. This can put Net Promoter novices into a catch-22 situation – they can’t obtain the budget for more robust tools until they demonstrate results, but it is easier to demonstrate results with more robust tools. The good news is that many of the most important analytical exercises needed for a successful Net Promoter pilot can be performed using software that you probably already own – Microsoft Excel.   What is Driver Analysis? Driver Analysis…read more

7,960 Footsteps: A Measure of Loyalty

Posted by in Net Promoter

Customer experience professionals look at loyalty using a broad assortment of metrics. We measure Net Promoter Score, Retention Rate, WOM Mentions, Share of Wallet, Customer Lifetime Value, and countless other indicators that help us to better understand the level of loyalty our customers have towards our companies. But what about counting footsteps? I recently attended a training event held in San Francisco, California. The training was held at a Westin Hotel – not a bad hotel by any stretch of the imagination, but it wasn’t a Marriott. (I’ve previously written…read more

The Net Promoter System on a Napkin

Posted by in Best Practices, Net Promoter

Therefore, since brevity is the soul of wit, And tediousness the limbs and outward flourishes, I will be brief – William Shakespeare, Hamlet If brevity is the soul of wit, then simplicity is the soul of inspiring others. It has been my experience that creating a customer-centric revolution within an organization requires the ability to convey your vision as simply as possible. To that end, I thought it would be a fun exercise to attempt to explain the Net Promoter System on a single napkin. The end result of this…read more

Accounting for Customer Experience

Posted by in Best Practices

A recent report by the Temkin Group found that only 17% of respondents believed that the executives at their company regularly prioritize long-term customer loyalty over short-term financial results. (Full report available here) There are plenty of reasons why companies get stuck in short-term thinking, including competing priorities, pressure from investors to deliver quarterly results, and misaligned compensation plans. But I believe that much of the blame for under-investment in customer loyalty lies squarely on us – Customer Experience leaders – and stems from a lack of Finance and Accounting knowledge…read more

Elements of a Successful Net Promoter Survey Invitation

Posted by in Best Practices, Net Promoter

One of the keys to success for your Net Promoter Score program is generating a high response rate. Unlike many other customer feedback frameworks, Net Promoter is designed to emulate a census, with target response rates of 50% of more. The are many factors that contribute to your overall response rate, one of which is the execution of your survey invitation. Many new NPS practitioners don’t know where to start when creating a survey invitation. The chart below lists some of the factors that I have used in my survey…read more

Calculating Net Promoter Score with Microsoft Excel

Posted by in Net Promoter

If your Microsoft Excel kung-fu is a little rusty, calculating your Net Promoter Score can seem intimidating. But worry not … it’s a lot easier than you might think! Let’s say you have an Excel spreadsheet containing all of your survey responses. Each row in your spreadsheet contains a unique response. To make things easy, let’s assume that the answer to the ‘likelihood to recommend’ question is contained in Column A. Your spreadsheet should look a little bit like this example: To calculate your Net Promoter Score, simply paste the…read more

What is Net Promoter?

Posted by in Net Promoter

What is Net Promoter? Net Promoter is a methodology for measuring customer loyalty. It was developed jointly by Fred Reichheld, Bain Consulting and Satmetrix. Net Promoter was first introduced by Reichheld in an HBR article entitled “The One Number You Need to Grow“, and was later the topic of his book “The Ultimate Question“. At the heart of the methodology is the idea that customer loyalty can best be predicted by the answer to a single question – “How likely are you to recommend (company name) to a friend or…read more