NPS - cum masori daca sicat de bine se duce vorba

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

Valentin RaduCEO Marketizator

Economia experienteiPlacere

Durere

Ce ne amintim?

1. Ce inseamna Net Promoter Score

2. Cum il poti imbunatati

3. Cum se poate masura on-line?

4. Case-studies

1 Ce inseamna Net Promoter Score?

Sursa: Nielsen Consumer research

47

47.4

43

-1

69

20

-21

57

2 Cum putem masura NPS-ul online?

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)

3 Cum il putem imbunatati?

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

Test different ad strategies

Do research about buyer persona

At least you tried :)

SmileGet pain data

Prepare a great buying experience

Measure the Net Promoter Score

Do web personalization

Advanced amplification methodology

Improve everything

What to do next?

1. Masoara NPS-ul

2. Gestioneaza in timp real nemultumirile detractorilor

3. Recompenseaza promoterii

4. Ascute fierastraul

Case study - fashion retailer

Before

After

Case Study: www.rca-ieftin.ro

Dupa 3000 de torturi trimise celor mai fideli clienti, NPS-ul a crescut cu 17,5%

Questions?

Good luck!