Despre Net Promoter Score, cum se masoara, de ce e important si cum poate fi imbunatatit. Marketing & research - prezentare Valentin Radu

1. NPS - cum masori daca si
cat de bine se duce vorba

2. > 35 ani
> tata a 2 copii
> o sotie
> 4 companii infiintate
> co-fondator rca-ieftin.ro
Valentin Radu
CEO Marketizator

3. Economia experienteiPlacere
Durere

4. Ce ne amintim?

5. 1. Ce inseamna Net Promoter Score
2. Cum il poti imbunatati
3. Cum se poate masura on-line?
4. Case-studies

6. 1 Ce inseamna Net Promoter Score?

7. Sursa: Nielsen Consumer research

9. 47
47.4
43
-1
69
20
-21
57

10. 2 Cum putem masura NPS-ul online?

14. i
- este de dorit ca intrebarea sa se puna dupa
livrarea produsului/ serviciului
- online, se poate trimite si un email (rata de
raspuns mai mica - tine si de rata de deschidere
a emailului)

15. 3 Cum il putem imbunatati?

16. Deliver the
goods/ services
Acquire traffic
Measure the
impact
Smile
Or not :)
Standard amplification methodology
> One size fits all
> nose-driven
> hard to perform with it

17. Test different
ad strategies
Do research about
buyer persona
At least you
tried :)
Smile
Get pain data
Prepare a great
buying experience
Measure the Net
Promoter Score
Do web
personalization
Advanced amplification methodology
Improve
everything

18. What to do next?
1. Masoara NPS-ul
2. Gestioneaza in timp real nemultumirile detractorilor
3. Recompenseaza promoterii
4. Ascute fierastraul

19. Case study - fashion retailer

20. Before

21. After

22. Case Study: www.rca-ieftin.ro
Dupa 3000 de torturi trimise
celor mai fideli clienti,
NPS-ul a crescut cu 17,5%

23. Questions?

24. Good luck!