The eCommerce Marketing Podcast walks you through everything that goes into ecommerce marketing — from inbound marketing to paid advertising to conversions. Learn the strategies top marketing experts use to grow their businesses.
Antonella Pisani is the founder and CEO of Dallas-based Eyeful Media, a digital marketing and consulting firm focused on performance marketing and digital strategy for mid-market companies.
In this episode, you will learn
What is a net promoter score and why is it important?
What tools and resources are required for a brand to calculate their net promoter score?
What are the primary benefits for calculating the net promoter score?
What are various ways that a brand can poll customers to calculate the score?
Example of an ecommerce brand that has a high net promoter score and how did they achieve this
For show transcript and past guests, please visit https://www.ecommercemarketingpodcast.com
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Past guests on the ecommerce marketing podcast include Neil Patel, Nemo Chu, Luke Lintz, Luke Carthy, Amber Armstrong, Kris Ruby and many more.
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Title: Understanding and Utilizing Net Promoter Score in E-commerce – with Antonella Pisani
Guest: Antonella Pisani, Founder and CEO of Eyeful Media
Host: Arlen Robinson
Summary: In this episode of the eCommerce Marketing Podcast, Arlen Robinson interviews Antonella Pisani, founder and CEO of Eyeful Media, a digital marketing and consulting firm. Antonella shares her extensive experience in digital marketing and discusses the importance and implementation of the Net Promoter Score (NPS) for e-commerce businesses. The conversation covers what NPS is, how to track it, and how to use it to improve customer satisfaction and business performance.
Key Takeaways:
- [00:03:54] What is Net Promoter Score (NPS):
- NPS measures customer satisfaction based on a simple survey question: “Would you recommend us to a friend or family member?”
- Scores range from 0 to 10, with 9-10 being promoters, 7-8 neutral, and 0-6 detractors.
- [00:06:47] Tools and Resources for NPS:
- Use tools like SurveyMonkey, Typeform, Qualtrics, or Ask Nicely to collect and analyze NPS data.
- Tools can help segment data and understand customer feedback better.
- [00:10:20] How to Interpret and Use NPS Data:
- Benchmark your NPS against industry standards.
- Use customer feedback to understand the reasons behind the scores and take actionable steps to improve.
- [00:13:51] Integrating NPS with Other Feedback:
- Lead with the NPS question and follow up with more detailed questions based on the response.
- Use conditional logic in surveys to gather more insights from promoters and detractors.
- [00:18:57] Examples of Companies Using NPS:
- Peacock Alley improved their NPS by 5 points by segmenting data and addressing specific customer concerns.
- Immediate feedback from detractors can help resolve issues quickly and improve overall customer satisfaction.
Guest Info:
- Antonella Pisani
- Founder and CEO of Eyeful Media and Provision Promise
- Website: Eyeful Media
- LinkedIn: Antonella Pisani
