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Welcome to Marketing School, the only

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podcast that provides daily top level

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marketing tips and strategies from entrepreneurs

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that practice what they preach and live

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what they teach. Let's start leveling

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up your marketing knowledge with your instructors,

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Neil Patel and Eric Sue.

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All right, guys, before we start, we got a special

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Today we're going to talk about how to get a

0:52

great NPS score in six

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months. So first let me define what NPS means.

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MPs is Net Promoter score. Basically,

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you can send a note. Let's say and Neil's a

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user of clickflow, I'll just be hey, Neil,

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how likely are you to recommend clickflow

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to a colleague? On a scale of

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one through ten? If Neil rates. To a nine or

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ten, he's a promoter. You know, a six or below

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is a detractor, and then seven to eight is

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kind of neutral or basically they're not like high

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on you or low on you. And so what you do afterwards

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is use a formula to kind of combine the scores.

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Eventually it can add up to if you have anything

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above like a zero or so, it's considered

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to be decent. You know, ideally you want something above

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fifty, and then you can actually even go negative

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as well when it comes to net promoter score. So neil

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take it away. So the easiest

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way is when people give you a bad score,

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what I like doing is asking what

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can we do to improve Let's say if someone gave

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you a two or five or six,

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I like asking what could I do to make

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the product better? What could I do to change

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this? And if you ask enough people this question,

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you'll get a lot of feedback, And in the feedback,

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you'll eventually start noticing patterns. The

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ones that stand out the most and the most common

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issues. Fix those first.

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Then the ones that are the second most common issues,

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fix those second. And if you just keep going

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down that path, that's what you do. Eventually

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your net promoter score will improve. It really

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is that simple. It takes a lot of time,

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it's hard, it's a lot of work, but

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that's what you need to do and what you'll find and you'll get frustrated

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through this is Let's say, if thirty people

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give you the same suggestion and you fix it, your

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net promoter score may not improve much at all. And

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that's because sometimes it's not just one thing,

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and it's many little things that you have to

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improve to get that score up. Yeah. I mean,

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by the way, when it comes to MPs score, you can get it

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from your customers, but you can also have an employee

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MPs score as well, so an e MPs so

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asking it to your employees would be super helpful

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as well. So ultimately, to Neil's point, what

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you're looking for is you're looking for feedback, and you're

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also not just looking for feedback, but you also

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have to filter out what is signal versus

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noise. So if people keep saying the same thing

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over and over, that's an issue that probably needs to be

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prioritized versus something that you're hearing,

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like you might hear like a cursory mention of this issue

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over here and it's not mentioned after

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another like times or so, it might not be

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that big of an issue, right, So you have to be able to filter.

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What's also important when it comes to MPs is also

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thinking about a mechanism that's very simple for it

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to happen automatically. So for Clickflow

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at least our software, after someone

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signs up as a paid subscription, I think

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we wait two to three months or so before we send them an MPs

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question because it takes a while for them to get core

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product value. And then from there we're looking at

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the responses. If someone rates a nine or

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ten, that's great, that shows that we've

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been right up to now, and like at

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that point we will automatically ask them for maybe

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like a testimonial or a video testimonial,

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that type of stuff, right, And I think that's helpful. You

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can use a tool like ask nicely, right,

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So that's ask nicely. We

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send it automatically. So nine to ten, we will

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ask you for a testimonial. And then if you are a

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seven and eight, we're not going to really send you anything because you're

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neutral. But if you're six and below, this is really

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where the gold is, right, there's a chance to improve.

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This is where we say, hey, can we get some feedback from you? Hey,

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are you available to hop on a call? Or to Neil's

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point, maybe you ask first, hey, what's one

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thing we can improve on? Right? And then if they give you some

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gold. Maybe at that point you get proactive

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and you reach out to them and you say, hey, you know what you

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know really like your feedback? Here? Do you mind if you jump on

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a call. I really want to improve the product. Maybe

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we'll give you one month free or something like that. Right, Because again,

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that is where you get the goal from. It's when you're getting

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the critical feedback, not so much the positive

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stuff. Neil anything else. Now, that's it.

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marketingschool dot io Until

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next time. Class dismissed.