Net Promoter Score (NPS) is the popular metric that shows you how well your company is doing at the job of keeping customers happy. A high score means that the folks who really love your service or product vastly outnumber those who’ve had a negative experience.
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Great Customer Experience Drives SaaS Business Success
Rob Van Brewster is Vice President of Global Alliances at Twilio, the cloud communications platform for building voice & messaging applications. Delivering stellar customer service has been a hallmark of his 20+ year career in enterprise sales leadership at technology companies including Twilio, Eloqua, and Salesforce.com. Building great teams is his passion, so we are excited that Rob has recently become an advisor to Wootric focusing on our go to market initiatives. We sat down with him recently to hear his perspective on the role of customer experience and Net Promoter Score in the success of SaaS businesses.
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Why is Net Promoter Score so Popular?
Given the popularity of Net Promoter Score (NPS), maybe you are wondering if you should too adopt it too. As you consider whether NPS is right for your business, it might help to understand some of the reasons why it has become so popular in the first place.
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I’m biased – I like the Net Promoter Score system, and I’m going to tell you why (in a minute)….