Satisfaction Shift (ROI)


Segment your customers into three groups: Detractors, Passives and Promoters. Identify the percentage of your customers that each group represents. Define the value of each group to your company based on how much they spend per visit, per month, per year, or over a lifetime. Now answer the question: What is the business impact of transforming 10% of Detractors to Promoters?


The answer to this question defines the world of opportunity created by greater customer satisfaction. Pin one big, aspirational number on satisfaction