4. Net Promoter Score usage in practice
• Shows who and how many of our customers are either promoting or detracting our
service (e.g. golf club/golf course).
• In such markets like the golf course industry where potential buyers have a
greater tendency to ask friends or acquaintances for advice before deciding about a
purchase, Net Promoter Score can be a useful tool.
• NPS can be a good starting point/springboard from which the evaluator can
engage in a deeper conversation with the respondent and to gather data as to
why the customer responded the way they did, either positively or negatively.
6. Churn results from series of events.
• Focus on the entire customer journey.
• Provide them series of positive experience (e.g. showing them that you
care about the members and other golfers in your golf course)
• We should understand that not every loyal customer is profitable.
• In the era of social customers we should complement the old CLV model
with the customer referral value.
8. Customer Referral Value
measurement
• Did he/she actually make the referral? (percent that refer)
• Size of their networks.
• Did they actually become a customer? + what is their value of new
customers from referrals? + how profitable are they?
• Golf clubs should be more open and prepared to conversations in their
and other social media channels.
• Openness can affect golf clubs' NPS.
9. Have you got any questions?
Please, feel free to contact me:
• www.golfbusinessmonitor.com
• Email – mikibreitner@gmail.com
• Mobile/WhatsApp/Viber: +36 30 279 0054