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Customer Loyalty and Balance Statement
Mats SoomreIMG Konsultant AS / IMG Koolitus / IMG Numeri
partner, management trainer, consultant
Knowing yourself, your team and your customer – you always win !
AccountingTax & legal
Team trainings
Management, leadership and team-working trainingsBELBIN TEAM-ROLES
Sales and customer relationship trainings
PROMOTER INDEX
IMG Koolitus (Training)
Observed behaviour …
Reaction for new ideas1. It can’t be done !
2. It probably can be done,but it’s not worth doing !
3. I knew it was a good idea all along!
Arthur C. Clark
What is our goal?
Profit is important but not enough!
What about our customers?
We expect customer loyalty but are measuring turnover, profit,
ROI, market share and …
How to measure loyalty?
There are TOO MANY customer satisfaction questionnaries …
which our customers do not like!
Perfect service ???
Bain & Company/ Satmetrix362 companys
80% belived, that they deliver perfect service
8% whos customers agreed that
How to measure loyalty?
We do not trust advertising!We trust or friends!Trust drives sales!
Now is time for Promoter Indexwith one and the most important
question!
Promoter Index
Ieteikšanas indekss balstās uz apstākli, ka tad, ja cilvēks kādu
vai kaut ko iesaka saviem draugiem un paziņām, viņš it kā uzņemas atbildību par ieteiktā
kvalitāti.
Many problems solved
Too many questions in questionnaries
Answers are not very specificVery long delay (1-2 x per year)
Anonymous answersAverage numbers, average
customersDifficult to understand outcomeToo late to solve real problems
Most important question
„How likely would you recommend us to your friend or
colleague?“
Additionally the customer is asked a simple question: „Why?”
or „Please give the reason of your
assessment“
Promoter Index
Promoter Index for ZZZ is 65%
Is it good or average or bad?
Minimum is -100%Maximum is +100%
What do you think now? :o)
Promoter Index
PI% = Promoters % - Detractors %
Min. = -100% Max. = +100%
www.recommy.com
Web based ready to use solution is in LATVIEŠU, Estonian,
English and Russian. Feedback can be collected in
English, Estonian, Finnish, German, Dutch, LATVIEŠU,
Lithuanian, Russian, Spanish and Swedish
www.recommy.com
Web based ready to use solution is in LATVIAN, Estonian, English
and Russian. Feedback can be collected in
LATVIAN, Estonian, English and Russian German, English, Dutch,
Russian, Spanish, Swedish, Latvian, Lithuanian, Estonian and
Finnish
Ultimate Goal
Do whatever you like to do as long as your customer is going to
be your loyal promoter!
THERE SHOULD BE PROMOTER INDEX IN EVERY BALANCE
STATEMENT!
I wish you all
Serenity to accept the things You cannot change,
Courage to change the things You can and
wisdom to know the difference!
Reinhold Niebuhr
