Business class part 2: Introducing the Net Promoter System®(2:47)

  • 投稿カテゴリー:Business

Warm Up

  1. What industry do you work in and what is your role?
  2. Can you describe to me the function of your workplace/company?
  3. What are your responsibilities in your role/position?
  4. Do you or anybody you know run their own business?
  5. Have you ever been involved in sales or promotion in your current or previous jobs?
Listening
Before the video: Teachers will read the following questions aloud, please prepare for listening!
After the video: Did you get it? If not, please tell your teacher specifically which part you didn’t understand. Let’s review the video again 🙂
  1. What have companies struggled for a long time to do?
  2. What is the one simple question the Net Promoter Score is based on?
  3. If someone scores a 7-8 on the Net Promoter Score what are they called?
Key Words & Phrases
Do you understand the following Key Words & Phrases? Your teacher will select Key Words & Phrases and ask you about their meanings.
If you don’t understand, your teacher can explain them. Afterwards, try to use the Key Words & Phrases to make a sentence!
  1. 00:04 earning the loyalty of your customers
  2. 00:16 however to focus resources
  3. 00:21 because they’ve lacked a reliable way
  4. 00:26 in 2003 we introduced a metric
  5. 00:36 economic behavior
  6. 00:42 because it’s radically simple
  7. 00:46 how likely would you be to recommend our products or services
  8. 00:57 nines and tens are promoters
  9. 01:04 the zeroes through sixes are detractors
  10. 01:09 the sevens and eights are passives
  11. 01:14 really go out on a limb
  12. 01:38 subset of companies
  13. 01:49 it enabled fast action
  14. 01:57 feedback directly to the people
  15. 02:14 closed loop feedback
  16. 02:17it requires an orientation towards learning and experimentation
  17. 02:40 Drives Change
  1. Let’s discuss brands that we are loyal too, consciously and unconsciously…
  2. -What products do you buy that you often buy the same brand and why?
  3. -What services do you use that you often choose the same service and why?
  4. Reasons may differ for example some are loyal to certain brands because of perceived status.
  5. -Have you ever recommended a certain company to someone?
  6. -Have you ever been compensated or rewarded by a company for bringing new customers?
  7. For some services and products companies have a monopoly, buying their product often is not always a sign of loyalty, discuss…
  8. Let’s discuss some incidences where a company has lost your loyalty and why.
00:01 by now almost everybody understands that
00:04 earning the loyalty of your customers it
00:07 brings huge economic advantage loyal
00:09 customers buy more they stay longer they
00:12 tell their friends they cost less
00:14 companies have struggled for a long time
00:16 however to focus resources on earning
00:19 that loyalty and part of the reason is
00:21 because they’ve lacked a reliable way of
00:22 knowing whether they’re succeeding or
00:24 failing that links to economic outcomes
00:26 in 2003 we introduced a metric the Net
00:31 Promoter Score that really does describe
00:36 economic behavior loyalty of customers
00:39 and the advantage the companies can get
00:42 it became very popular because it’s
00:45 radically simple it’s based on one
00:46 single question how likely would you be
00:49 to recommend our products or services to
00:52 your friends your relatives your family
00:54 members it’s scored zero to ten and the
00:57 nines and tens are promoters they’re
01:00 customers who really do buy more stay
01:02 longer tell their friends the zeroes
01:04 through sixes are detractors they do
01:07 just the opposite and then the sevens
01:09 and eights are passives they are
01:11 perfectly satisfied but they don’t
01:14 really go out on a limb on your behalf
01:16 companies that earn a higher Net
01:18 Promoter Score promoters – detractors
01:20 grow faster than their competitors and
01:23 promoters can be you know nine ten
01:26 twelve times more valuable to the
01:29 company than detractors the popularity
01:31 of Net Promoter Score led to thousands
01:33 and thousands of companies measuring
01:35 their Net Promoter Score but there was a
01:38 subset of companies who are getting
01:40 exceptional value out of the Net
01:42 Promoter Score and what we learned was
01:43 that those companies embedded it in a
01:46 much more complete system a system that
01:49 enabled learning it enabled fast action
01:53 it enabled the companies to link the
01:57 feedback directly to the people who
01:59 needed to make decisions to improve the
02:01 customers experience it’s that system
02:04 that creates the value now it requires a
02:07 reliable Net Promoter Score but it also
02:09 requires things like a really clear link
02:12 to the economics it requires close
02:14 loop feedback it requires an orientation
02:17 towards learning and experimentation and
02:19 a set of processes and mechanisms that
02:22 make that easy and enable that in the
02:24 organization so looking back now you
02:28 know sort of wish that back in 2003 when
02:31 we called the Net Promoter Score NPS
02:34 that the S had stood for system Net
02:37 Promoter system that’s what really
02:40 drives change
= How likely would you be to recommend our products or services to your friends etc