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How @podia has maintained an NPS score between 65 and 75 for the past 3 years.
Currently, our NPS is at 68.
A thread
Currently, our NPS is at 68.
A thread
An NPS score of 68 puts us in the top 0.01% of all companies.
A few other tech companies for context (according to @hubspot):
- @zappos: 58
- @apple: 68 https://blog.hubspot.com/service/what-is-a-good-net-promoter-score
A few other tech companies for context (according to @hubspot):
- @zappos: 58
- @apple: 68 https://blog.hubspot.com/service/what-is-a-good-net-promoter-score
Hereâs a chart from the same @hubspot article showing a breakdown by industry.
Surprising that cable and internet services get a positive number at all.
Surprising that cable and internet services get a positive number at all.
So, how did Podia get a best-in-class NPS score?
1. We built a product that people wanted
2. We value support as much as every other department
3. We focused on making our creators successful
Letâs dive into thoseâŚ
1. We built a product that people wanted
2. We value support as much as every other department
3. We focused on making our creators successful
Letâs dive into thoseâŚ
1st: Product 
Since the start of @podia, weâve been fanatics about customer research and development. In 2017 alone, I talked to over 4,000 people on live chat, live webinars, and video calls. https://twitter.com/smalter/status/1282788063345876992
Since the start of @podia, weâve been fanatics about customer research and development. In 2017 alone, I talked to over 4,000 people on live chat, live webinars, and video calls. https://twitter.com/smalter/status/1282788063345876992
I gathered all of the feedback we received from customers and focused on what the majority of those customers wanted.
All the while, I kept all of the customers who gave us feedback informed about the progress we were making on their suggestions.
All the while, I kept all of the customers who gave us feedback informed about the progress we were making on their suggestions.
This got our customers -- even the frustrated ones -- to buy into our process and give us time and space to work through our early product challenges.
Then, when we released feature updates that a lot of our customers wanted, they were thrilled not only for the feature we released, but also for the fact that we actually listened to them. 
We sent (and still send today), two surveys per year through @typeform (one in the summer and one in the winter) asking the following questions:
https://gist.github.com/spencerfry/7462df9c48cfbeaacc1c7baf5dc232f3
Because weâre a team who keeps their word, we get fantastic responses.
https://gist.github.com/spencerfry/7462df9c48cfbeaacc1c7baf5dc232f3
Because weâre a team who keeps their word, we get fantastic responses.
I also personally do 1 live demo per week: https://www.podia.com/demo
These keep me connected to our customers and future customers.
I donât know any other CEOs who do this, but I recommend it.
People want to be heard by those in charge.
These keep me connected to our customers and future customers.
I donât know any other CEOs who do this, but I recommend it.
People want to be heard by those in charge.
2nd: Support 
Support = 10 of the 25 people who work at @podia.
From the start, we did a few things:
1. We pay much higher than average support salaries nationwide, which gets us the very best people
2. We do 99% of our support via live chat (with the occasional email)
Support = 10 of the 25 people who work at @podia.
From the start, we did a few things:
1. We pay much higher than average support salaries nationwide, which gets us the very best people
2. We do 99% of our support via live chat (with the occasional email)
Iâve always felt that a really great person is better than any number of mediocre or âgoodâ people. You need to be excellent to be successful in any role.
Because of that, we pay in the 90th percentile for NYC salaries, which is one of the highest comp markets in the nation.
And it pays for itself in qualityâŚ
And it pays for itself in qualityâŚ
Iâve talked to support leads at other well-known companies where their support team has a far lower output than ours does. Sometimes 2x or 3x lower than we handle. 
Pay your people well!
Pay your people well!
Other than paying people well, weâve also done all of our support over live chat since the start of Podia.
Live chat allows us to form a real bond with our customers.
They send us gifts, cards, and lots of goodies because of this friendship we create.
Live chat allows us to form a real bond with our customers.
They send us gifts, cards, and lots of goodies because of this friendship we create.
We feel so close to many of our customers; like weâre more than just a product they use, weâre their helpful friend and co-worker.
You could never form that connection over email. Itâs too impersonal.
Live chat is stressful at times, but I wouldnât swap it for email, ever.
Live chat is stressful at times, but I wouldnât swap it for email, ever.
3rd: Success 
We hired @mattragland as our Director of Creator Success for us a little over a year ago.
If any of our creators are having doubts or issues selling, Matt helps them get over the hump.
Since Matt started, he does a bunch of things:
We hired @mattragland as our Director of Creator Success for us a little over a year ago.
If any of our creators are having doubts or issues selling, Matt helps them get over the hump.
Since Matt started, he does a bunch of things:
Besides outreach to creators, he also does:
- A weekly Q&A: https://www.podia.com/qa
- Challenges like our famous product launch challenge
- Help docs and videos focused on getting started and becoming successful
Our creators love Matt for all the help he provides them.
- A weekly Q&A: https://www.podia.com/qa
- Challenges like our famous product launch challenge
- Help docs and videos focused on getting started and becoming successful
Our creators love Matt for all the help he provides them.
Just because a customer signs up and pays doesnât mean theyâre going to be happy or successful with your product.
Proactive outreach and continued support goes a long way.
Proactive outreach and continued support goes a long way.
Between listening to our customers, providing the absolute best support in our market, and proactively helping our customers succeed gets us a consistent 65-75 NPS score throughout the past 3 years.
If you can take 1 thing away from this tweetstorm, is that if you want happy customers, you have to work for it.
