Best Practices for Driving Franchise Growth · Scott Morgenroth. Sr. Customer Success Manager....
32
With Scott Morgenroth and Mike Mitchell of Listen360 Best Practices for Driving Franchise Growth
Transcript of Best Practices for Driving Franchise Growth · Scott Morgenroth. Sr. Customer Success Manager....
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
Mike MitchellMarketing Director
