Customer Success Playbook S3 E19 - Terinee Pooler - NPS

Episode notes

Send us Fan Mail In this engaging episode of Customer Success Playbook, Terinee Pooler, Atlanta Chapter Lead of Women of Customer Success, shares crucial strategies for developing and operationalizing effective Net Promoter Score (NPS) programs. Drawing from her extensive experience, Pooler emphasizes the importance of proactive customer engagement and provides practical guidance on implementing NPS initiatives that drive meaningful organizational change. Detailed Analysis The discussion delves deep into the fundamentals of building and maintaining successful NPS programs, with Pooler offering valuable insights into several key areas: Program Implementation Strategy Pooler emphasizes that proactive customer engagement forms the cornerstone of any successful NPS program. She positions the customer success manager as a customer advocate, highlighting how this approach can transform quarterly business reviews (QBRs) and overall customer experience management.

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