understanding the importance of net promoter score not just for ceo juice clients not just for...
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CEO JUICE – CDA
Understanding the importance of Net Promoter Score
Not just for CEO Juice clients Not just for eAutomate users
Gary Lavin
ABOUT ME
Xerox 1983 Two dealerships in San Diego Sold to KMA in 2008 CEO Juice (with Mike) in 2009 237 of larger dealers in N. America as
clients Passionate about solving problems with
technology
Gary Lavin
ABOUT UBER
Founded 2009 App released June 2010 May 28, 2015, the service was available in
58 countries and 300 cities worldwide estimated to be worth $50B Easy incentive to refer
Gary Lavin
EASIEST BUSINESS
Strong Referral Important to track lead source Uber leads What if every lead was a strong referral from
a friend
Gary Lavin
BEST SERVICE
A lot tougher to BS
Gary Lavin
FORRESTER SLIDES
ROI of Customer Experience April 30th 2015 Link to full presentation Also “The Ultimate Question”
Gary Lavin
Gary Lavin
Gary Lavin
NET PROMOTER SCOREGary Lavin
NOT JUST UBER
100% of CEO Juice leads are referrals No sales force but strong marketing Leverage technology
Gary Lavin
TARGETED MARKETING
Now track all interactions Fullbox CRM – NetProspex.com Define your perfect customer Market to prospects with similar profiles
Gary Lavin
ID765
This alert is only for people using the Net Promoter Score. If someone responds to the NPS question and scores you 10 out of 10 plus they take the time to post a comment then then are very likely big fans. This alert would send them an automated email, saying glad you like our service, we would love if you would click this link to recommend us on our LinkedIn company page. Suggest the From address be your CEO/President.
Gary Lavin
Gary LavinID765 – JUICE RESPONSE
FEEDBACK IS KEY
Make it easy Attach link on information they are happy to
receive Train sales and service to ask But no “my income depends on a 10”
Gary Lavin
NEW MODEL
Targeted Marketing Good Profits Strong Referrals Less sales
Gary Lavin
EXPONENTIAL CHANGE
30 steps Uber and Blockbuster Moore’s law 1965
Gary Lavin