Post on 11-Jul-2020
With Scott Morgenroth and
Mike Mitchell of Listen360
Best Practices for Driving Franchise Growth
Scott MorgenrothSr. Customer Success Manager
Listen360
Mike MitchellMarketing Director
Listen360
Client Community
250+ Brands20,000 Businesses
18 Languages
The 5 things your customers care about most
Bain & Company Diagnostic Survey
Closing the Delivery Gap
This causes a disconnect around the need for improvement
80%
8%
Companies that believe they provide
a superior experience
Companies whose customers
agreeDel
iver
y G
ap
It costs 9X more to acquire a new customer than to retain an existing one.
Increasing customer retention rates by 5% increases profits by 25% to 95%.
How?
Apple | Porsche | Neiman Marcus | USAA | Intuit | FirstService Brands |
PricewaterhouseCoopers | Humana | Lego | ServiceMaster | Delta | Zappos | Chick-fil-a
“On a scale of 0 – 10, how likely are you to recommend our service to a friend or business associate?
On a scale of 0 - 10, how likely would you be to recommend
our service to a friend or business associate?
0 1 2 3 4 5 6 7 8 9 10
Not Likely Very Likely
On a scale of 0 - 10, how likely would you be to recommend
our service to a friend or business associate?
The instructors are very friendly and helpful. I always feel welcome.
Please tell us why you gave us that rating.
0 1 2 3 4 5 6 7 8 9 10
Not Likely Very Likely
“How likely would you be to recommend…?”
Sample NPS calculation
The 5 things your customers care about most
• Professionalism
• Efficient with time
• Friendliness
• Helpfulness
• Politeness
Scott MorgenrothSr. Customer Success Manager
Listen360
Former Manager of Franchise Business Coaching
i9 Sports
About i9 Sports
• “We teach kids how to succeed in life through sports.”
• Offering leagues for kids 3 – 14 years old
• In the Customer Experience business; youth sports is the delivery model
• Importance of Facts vs. Feelings
• Results of using NPS and Listen360
Our business is the…Customer’s Experience
i9 SportsFact-Based Decisions
i9 SportsCoach / Support
The ResultsRise in NPS 53 to 61
Net Promoter Scores by profit
40
45
50
55
60
65
70
Top 25% Profit ADs Typical AD Bottom 25% Profit ADs
NPS = 65
NPS = 60
NPS = 51
The value of saving a family from leaving
How to get a Detractor
Business ServicesPoor responsiveness & poor communication
Children’s ServicesContinuity
Cleaning ServicesNot thorough enough
Home ServicesValue: Perceived results / amount paid
Scott MorgenrothSr. Customer Success Manager
Scott.Morgenroth@Listen360.com
Mike MitchellMarketing Director
Richard.Thomas@Listen360.com