Casey Corrigan is the Vice President of Sales at AskNicely, a customer feedback platform based on the Net Promoter Score framework. Casey is passionate about helping businesses extract value from their data to improve their overall business results via customer experience.

He joins host Jared Siegel to discuss the significance of Net Promoter Scores, and how NPS can help business owners earn the passionate loyalty of their customers while inspiring the energy, enthusiasm and creativity of their employees.

Tune in here, at delapcpa.com/podcast, or wherever you listen to podcasts:

Here are a few highlights from Jared’s conversation with Casey Corrigan

  • There are very tangible benefits to understanding what makes a great customer experience, delivering it more consistently, and listening and engaging your customers, Casey remarks. He talks about the origin of AskNicely and explains their mission.
  • According to Casey, organizations that use feedback to improve the individual 1-to-1 customer level, as well as their service standard and the way that they deliver it, experience significant revenue growth opportunities. Jared asks Casey to distinguish between the terms “customer experience” and “customer engagement.”
  • Jared and Casey discuss insights from the book The Ultimate Question: Driving Good Profits and True Growth by Fred Reichheld
  • “The best way to measure retention, loyalty and future growth is by asking this simple question: “On a scale of one to 10, how likely are you to recommend [our business]?” This metric makes it easy to distinguish your customers from your “promoters,” who are those most likely to stick with you and refer you to their network.
  • The London School of Economics determined that for every seven points of your Net Promoter Score (NPS), there is an average increase of 1% in revenue, Casey shares. “The influence of the customer has been democratized,” Jared adds. “Twenty years ago, you could bully a customer and get away with it because their ability to share that experience was limited… now that everyone’s got the capacity to capture something in a digital experience and then share it… [that would] leave the types of impressions that you don’t want.”
  • Jared asks Casey what feedback looks like in an organization that has mastered NPS.
  • “An outcome doesn’t really knock people’s socks off if it’s exactly what they expected you to deliver in the first place,” Casey comments. “Customer loyalty is established through positive emotional connections, surprising and delighting people, and the way that your frontline staff treat your customers.”
  • A Harvard Business Review article claims that behavior is best changed when you emphasize the positive in a 6:1 ratio; identify six things you are doing well and one thing you need to work on.
  • Establishing a Maslow-esque hierarchy of needs of both your customers and employees can skyrocket customer experience, Jared shares.

Resources

The Ultimate Question: Driving Good Profits and True Growth by Fred Reichheld

Peak: How Great Companies Get Their Mojo from Maslow by Chip Conley

Admired Leadership