Updated NPS Strategy!

Hey Gang … we’re rolling out the new and improved NPS Strategy this week!  Important … Read This! Here’s a quick recap of NPS: NPS is all about opening the front door (new clients) by systematically generating referrals from happy clients … and closing the back door (retention) by proactively resolving issues with clients that aren’t necessarily drinking the FT Kool-Aid … yet.  We do this by asking clients to complete surveys at the 2, 8 and 16 week points … then take the appropriate action (front door/back door) based on the scores. When generating referrals there are 2 hurdles that have to be overcome … first, we have to get our clients to pass along our info to their family, friends, etc. … then, the second, we have to get those family and friends to actually take action. To increase the likelihood of clearing the first hurdle we’ve been testing the effectiveness of utilizing the power of the “reciprocation” principle (if I do something for you … you will likely do something in return for me).  We’ve been testing gifting current happy clients with 2 sessions, then asking them to forward a link with their family and friends (reciprocation) VS. just asking them to forward a link to their family and friends (no reciprocation). The test is now over … here’s what we found: The reciprocation group generated 4X as many referrals as the no reciprocation group … proving to be a more effective strategy for crossing the first hurdle. SO … Based on this data we are updating our NPS strategy and automation.  Here are the details of the update: 1. No More Split Test 2 Week NPS -> Reciprocation (All clients) 8 Week NPS -> No Reciprocation (All clients) 16 Week NPS -> Reciprocation (All clients) 2. Change in Reciprocation Gift Utilizing sessions as the “gift” has never been ideal because it devalues our primary offering … but it allowed us to control the test, gather solid data, and was easy to implement.  It’s time to move forward. The content (see the end of this post) has been changed and now allows you 100% flexibility in what you would like to “gift”.  Here are a few examples: one or two gift cards to a local business (restaurant, massage, wine shop, etc.) … FT Swag … or perhaps something more custom to them (a vintage Van Halen poster if you know they are a big fan) … you can also still gift them with training if you like … which may be a good way to introduce a 1:1 client to PACK .. or vice versa). Note: If you use Gift Cards these should be acquired at zero (or nearly) cost to you … you are delivering affluent high-caliber prospects to the doorstep of these business … they should realize that (you may have to explain it) This is great because we are no longer devaluing our primary service, it’s more personal (which means it should be more effective at crossing the first hurdle), and it’s less expensive. The updates should be completed for all infuseFT users by the end of this week (5/28/16) Have an awesome day!   Updated Content Sample The Reciprocation content used to say something like this: Hey ~Contact.FirstName~, I forgot to mention 2 things … First … We appreciate how hard you’ve been working, as well as taking the time to provide feedback … it shows that you’re “in it to win it” and I can’t tell you enough how much we love that, so I’ll show you … We’re adding 2 sessions to your account, on us!  Thank you! Second … in addition to great connection with staff, a great connection with other clients at FT is a really solid indicator of future success … it can take some time, but hopefully you’ve met some other folks you connect with.  A good number of our clients discover Fitness Together because a friend, family member or colleague was a client first …. Cont. to provide link for family and friends   The Reciprocation content now says something like this: Hey ~Contact.FirstName~, Forgot to mention … please stop and see me the next time you’re in the studio … we’ve got something special for you (a small token of our appreciation for all of your hard work) ;). Also … I wanted to mention that in addition to great connection with staff, a great connection with other clients at FT is a really solid indicator of future success … it can take some time, but hopefully you’ve met some other folks you connect with.  A good number of our clients discover Fitness Together because a friend, family member or colleague was a client first …. Cont. to provide link for family and friends