Investing in Customer Experience - Step 11: Track Your Performance

Today on The Journey to $100 Million Podcast, listen in as Kevin shares the final step in his 11 step process on how you can foster growth in your organization through investing in customer experience. Whenever you are dealing with clients, it is essential to understand how you are doing from their perspective. In step 11 of the customer experience process, you are able to track how you have been performing for your clients. To do this, we use a tool called net promoter score. This management tool is used to gauge the loyalty of the firm's customer relationship. To use this tool, we send out a one question survey to a client asking how likely they are to refer us to a client or colleague. The key here is to send this out to every single one of your clients - even the ones you know may give you a negative score. You want to be as honest and transparent as you can with this NPS score you are receiving. Depending on the score you receive, there are different ways you should handle this feedback. Listen in on today's episode to learn how to analyze these scores, and how you should handle them! — Erik J. Olson is an award-winning digital marketer & entrepreneur. The Founder & CEO of Array Digital, he is also the host of the Journey to $100 Million Flash Briefing and daily podcast, and the organizer of the Marketers Anonymous monthly meetups. — Kevin Daisey is an award-winning digital marketer & entrepreneur. He started his first company when he was just 23, and is the Founder & CMO of Array Digital. Kevin is the also the co-host of the Journey to $100 Million Flash Briefing and daily podcast, and the co-organizer of the Marketers Anonymous monthly meetups.