Leadinglobal Client Feedback

How likely are you to recommend (company name) to a friend or colleague?“. Respondents answer on a scale of 0 (not at all likely) to 10 (extremely likely). Based on the response to this question, respondents are categorized as Promoters (9-10), Passives (7-8) or Detractors (0-6). A company’s Net Promoter Score is simply the percentage of Promoters minus the percentage of Detractors. Net Promoter is unique amongst loyalty measurement systems in several respects: Net Promoter calls for a census-approach, advocating sending the survey out to all customers with the ultimate goal being an obscene response rate of >60%. This differs from traditional thinking, which advocates sampling the customer population. Net Promoter surveys tend to be very sparse. Reichheld argues that loyalty surveys should consist of just two questions – the “ultimate question”, and a single text response field to capture additional customer comments. Proponents of Net Promoter view it as a holistic framework. It is not just a survey – it is a set of business processes that surround the survey. “Closing the loop” with respondents and engaging the entire organization are considered vital components of a successful Net Promoter program. The Most Powerful Stories Are the stories that are told by your customers or about your customers. You see, no one believes YOU, but people WILL believe others who are using your products and services. Dan Kennedy said, "If you don't have testimonials, you don't have a product." Wrapping your stories around testimonials of your customers is extremely powerful and has the power to persuade even the harshest critics. ________________________________ Here's a Simple Formula... ________________________________ PSRA P=Problem S=Solution R=Results A=Action To Be Taken In your story, start out by stating the problem. Next you want to give the solution. Finally, you want to give the results that your customers are enjoying as a result of implementing your solution. Finally, The call to action is what you want your readers, listeners and viewers to do next. Without a call to action, your story doesn't lead people to do anything, and wasn't that the whole idea of telling your story in the first place. Remember, facts tell but STORIES sell. So the next time you're writing a speech, creating a presentation, writing a video script, or drafting a salesletter, consider starting with a story and intertwining stories into your message.