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Customer Insight & Understanding B2B

CX Tool. NPS Closed Loop System Best Practices Tim Rollins Intuit. Customer Insight & Understanding B2B. Closed Loop System Objectives. Systematically engaging employees in using direct customer feedback to… * Build & Restore Relationships * Instill Trust

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Customer Insight & Understanding B2B

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  1. CX Tool NPS Closed Loop System Best Practices Tim Rollins Intuit Customer Insight & Understanding B2B

  2. Closed Loop SystemObjectives • Systematically engaging employees in using direct customer feedback to… • * Build & Restore Relationships • * Instill Trust • * Drive Experience Improvements • …to create more delighted loyal customers. 2

  3. Promoters drive growth Promoters Drive Growth +$105 K 3 Yr Revenue* NPS +1% Point $XM 3

  4. Closed Loop SystemApproach Guided by a Closed Loop Executive Steering Team 4

  5. Closed Loop SystemDaily Closed Loop System 1 Transactional NPS 2 T2Box– Overall Sat (0-10) 3 ~ 9-10 pt higher renewal % for detractors we spoke with 5

  6. Closed Loop SystemProcess for Customer Call Backs 6

  7. Closed Loop SystemGuiding Principles • Close the loop with customers in a timely manner • Ensure that it is a delightful experience for the customer • Only survey to the extent that we can close the loop (based on projected volume of those who score low enough to get a call) • Leaders closest to the process make the follow-up contacts • “Gaming” the system is unacceptable • All offerings in the commercial launch has clearly defined process for executing closed loop system

  8. Closed Loop SystemResults Higher Renewal Rates among Detractors We Contacted Up to ~9% pts Higher Renewal Rate (than no contact)

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