Short question in advance:
1950 – One in every 30 children died*
2005 – One in 500 every children died*
Do you know why?
*Source: UNICEF
When I started at Spreadshirt in May 2007, my first project was to implement the concept of Net Promoter Score (NPS) globally. The goal of phase 1 was to survey and quantify your feedback (the customer) and to report this to the management board.
You can read here how NPS works, and how you rated us in comparison to other companies
Now the time had come for my first business conference abroad. From Tuesday to Thursday our CEO Jana Eggers and I went to the Net Promoter Score (NPS) Conference in London. So, I had to change from my Jeans and sneakers into a suit and a tie (but still wearing a Spread t-shirt).
Besides Jana’s presentation about the effort we’ve put into NPS implementation; it was a great opportunity to see how other companies like Allianz, Ebay or Lego are using the concept to centralize the customer needs in their business strategy.
My top 5 findings
• We are in a sexy industry (people like taking about us and our products)
• Measuring is only the beginning of improving
• We want feedback from you (our customers) - so we have to give feedback to you as well
• Check-in time Berlin Tegel 30 min, London Heathrow 45 min! (missed my flight)
• The answer to the question at the start: It’s not about improving 2-3 thinks to make everyone happy. It’s about hundreds of small steps that drives the improvement
Ami
Dave
Just read the NPS blog entry linked to above where it states that EVERY order receives a follow-up email. It’s a shame that shop partners still do not have this facility! (Please don’t mention data protection as the customer already thinks they are buying from MJR Productions) I spend money promoting my shop, then SS jumps in with a follow-up email. No more orders for me, as the customer goes to the SS shirt designer, or the market place. Makes me wonder if I am wasting my time promoting my shop and should spend all me efforts on the Market Place and being an affiliate.
Mike Roberts
http://tshirts.mjrproductions.co.uk
hey mike,
just to get it right: we definitely don’t ask customers from shopowners - not the customers of standard shops, not the customers of premium shops.
we do ask our direct end customers and shopowners (as well as customers who have gotten in touch with our service).