delight

NetPromoter @ Intuit

Mike Kendall APD Customer Experience Leader

Brian Andrews Vice President, Customer Experience & Business Excellence

Changing lives so profoundly, people can’t imagine going back to the old way…

The purpose of a business?

… To create and keep customers

Peter Drucker

The Power of Engaged Employees

E+ C " S

Delight…

4

enchantment

rapture

pleasure

mirth

joy

jollity

hilarity

gratification

glee

gladness

glory

freak out

fascinate

attract

wow

thrill

score rejoice

jubilate

hit the spot go over big

Satisfy…

5 5

placate

indemnify

conciliate

get by

comply with

suffice

disburse

pacify

comfort

conform to

dispel doubt

be adequate

remunerate

atone

liquidate

recompense

content

appease

Delight drives revenue growth

Customer experiences…

Promoters Retention

Higher spend

… with impact on revenue growth

… drive customer behaviors…

Leadership blunders

CEOs believe their brand offers a superior experience 80%

8% of their customers agree

Source: Bain & Co.

Intuit’s journey with Word of Mouth

Net Promoter Score® is best measure of E2E customer experience

How likely is it that you would recommend ________ to a friend

or colleague?

® Net Promoter, NPS, and Net Promoter Score are trademarks of

Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld

Net Promoter Score calculation

%Promoters

Net Promoter Score (NPS)

%Detractors 0-6

minus 7-8

9-10

Extremely likely

Extremely unlikely

How likely is it that you would recommend ________ to a friend or colleague?

Source: Bain & Co.

5 Year Revenue CAGR

% Net Promoter

For Airlines

Net Promoter Score is highly correlated to revenue growth

Source: Bain & Co.

Net Promoter across various companies

60+

40-60

0-20

NPS

20-40

Source: SatMetrix 2009

Question: How Satisfied Does a Customer Need to Be?

Overall Satisfaction

0 10

To create promoters, satisfaction isn’t good enough

“Satisfied customers are just parked on your doorstep and will gladly move along when they find something better.”

84%

-6%

-94%

NPS by Sat for an Intuit Offering (5/2009)

Extremely Satisfied Satisfied Dissatisfied

The easiest way to increase NPS???

Application: NPS in Your Practice

Establish year-over-year growth rate

2004 2005 2006 2007 2008 2009 2010

Revenue ($000s)

CAGR = 4%

Simple 3-Step Process

Survey Analyze Act

• Survey your clients

Able & Company

Accountants and Consultants 100 Main Street

Anytown, USA 11111

November 8, 2010 Mr. Great Client 200 Main Street Anytown, USA 11111 Dear Great Client: We want to thank you for your business. Our firm values the relationship we have with you and want you to know how much we appreciate you. Our main goal at the firm is to provide you with services that will help you increase your business and profitability. We want the experience you have with us to be so good, that you will actively recommend our firm to your friends and colleagues. To do this we need to know how we are doing currently and what we need to do to strengthen our relationship with you so that you never hesitate in recommending us to others. We have engaged XXX Consulting to get this information from you, tabulate the results, and report back to our firm on their findings. Once we have the results we would like to schedule a meeting with you to discuss areas where we can improve our services to you. Again, thanks for your business and we look forward to a long mutually beneficial relationship. Sincerely yours, J.B. Smith Partner, Able & Company

Survey Analyze Act

XXX Consulting 300 Main Street

Anytown, USA 11111

November 8, 2010

Mr. Great Client 200 Main Street Anytown, USA 11111 Dear Great Client: Please complete the following survey and return to XXX Consulting in the envelope provided. 1.   How likely are you to recommend Able & Company to your friends and colleagues? Please

answer on a scale of 0 to 10, where 10 is “extremely likely” and 0 is “not likely”? ___.

2. Please explain the reasons for your response to question 1. ____________________________________________________ ____________________________________________________

3. If you answered 0 through 8, what are the three most important things Able & Company must

do to have you answer 9 or 10 in the future? ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

Thanks for your response. Able & Company 1242-01-02

XXX Consulting 300 Main Street

Anytown, USA 11111

November 8, 2010

Mr. Great Client 200 Main Street Anytown, USA 11111 Dear Great Client: Please complete the following survey and return to XXX Consulting in the envelope provided. 1.   How likely are you to recommend Able & Company to your friends and colleagues? Please

answer on a scale of 0 to 10, where 10 is “extremely likely” and 0 is “not likely”? ___.

2. Please explain the reasons for your response to question 1. ____________________________________________________ ____________________________________________________

3. If you answered 0 through 8, what are the three most important things Able & Company must

do to have you answer 9 or 10 in the future? ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________ ____________________________________________________

Thanks for your response. Able & Company 1242-01-02

Client number – 1242

Partner number – 01

Staff number - 02

• Survey your clients

Survey Analyze Act

Calculate your Net Promoter Score

Survey Analyze Act

Promoter Passive Detractor

Priorities for Upgrading experience

Diagnosis for Upgrade

Diagnosis and recovery

options

Recovery

50 20 20

How do we get better?

What do we need to do to

upgrade to 9 or 10?

What do we need to fix?

call

ask

do

Source: Bain & Co.

Survey Analyze Act

Simple 3-Step Process

24

Survey Analyze Act

•  Survey your clients

• Calculate Net Promoter Score

•  Analyze Results by separating Promoters, Neutrals, Detractors

•  Look for Themes

• Determine a Plan for Promoters, Neutrals, Detractors

•  Implement Improvements • Repeat the Process

Establish year-over-year growth rate

Use Your Clients to Help You Improve

1. Go to http://blog.accountant.intuit.com/industry-news/net-promoter

2. Survey your client base

3. Analyze your survey results

4. Identify 3 actions you can take to increase your promoter base (increase NPS score)

Four things you could do in the next 60 days

One Last Thought

It is just as important to keep

Promoters happy as it is to solve

Detractor issues and make them

Promoters.

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