The Customer Success Playbook Customer Success Playbook S3 E19 - Terinee Pooler - NPS
In this engaging episode of Customer Success Playbook, Terinee Pooler, Atlanta Chapter Lead of Women of Customer Success, shares crucial strategies for developing and operationalizing effective Net Promoter Score (NPS) programs. Drawing from her extensive experience, Pooler emphasizes the importance of proactive customer engagement and provides practical guidance on implementing NPS initiatives that drive meaningful organizational change.
Detailed Analysis
The discussion delves deep into the fundamentals of building and maintaining successful NPS programs, with Pooler offering valuable insights into several key areas:
Program Implementation Strategy
Pooler emphasizes that proactive customer engagement forms the cornerstone of any successful NPS program. She positions the customer success manager as a customer advocate, highlighting how this approach can transform quarterly business reviews (QBRs) and overall customer experience management.
Technical Framework
The conversation explores the technical aspects of NPS implementation, including:
- Survey distribution mechanics using platforms like Gainsight
- Quarterly feedback collection processes
- Score interpretation framework (1-10 scale)
- Classification of responses (detractors, neutrals, promoters)
Measurement and Analytics
Pooler provides a detailed breakdown of NPS scoring:
- Promoters: Scores 8 and above
- Neutral: Score of 7
- Detractors: Scores below 7
- Net score calculation methodology: Promoters minus Detractors
This systematic approach ensures organizations can effectively track and measure customer satisfaction while identifying areas for improvement.
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