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No NPS. No CSAT. One Question Instead.
Jay Nathan & Jeff Breunsbach
July 03, 2024
The Middle from GrowthCurve.io
Three ideas to level up your week.
Hey Reader,
Welcome to The Middle, your midweek rundown of the most interesting things we've read this week.
Here are a couple of things to start your Wednesday:
Have you ever tried to convince a 2-year-old to use the potty? I mean, the negotiation tactics are menacing
It's a holiday week here in the USA - if you're traveling, I hope you do so safely and enjoy some time off - in fact, I hope you are reading this on a beach somewhere.
Let's jump into it.
Jeff
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It's certainly not getting better
Sofia and the Chartmogul team just released their 1H 2024 benchmark data.
On one hand, the rates have remained steady for a 3rd straight quarter -- so it's not getting worse.
But on the other hand, it's certainly not getting better.
It's evident that the top companies are persistently focused on looking inward: strengthening gross retention and finding ways to sell their current customers more.
This should motivate us to follow their lead.
That's a strategy that is going to stick around for a bit longer.
No NPS. No CSAT. One Question Instead.
Matt Brown's post raises some controversy when he says he doesn't like to use NPS or CSAT but rather likes to ask questions.
Here's the question he likes to ask:
👉 "Who else do you know that would benefit from our solution?"
This question is far better at gauging a customer's true satisfaction level. If they're happy, they'll readily provide names. If not, their dissatisfaction will become apparent.
Once I have a list of companies/names, I follow up with:
👉 "Would you be willing to make an introduction?"
I've observed that teams sometimes become too focused on the metric rather than the context or the way to move the metric.
So, I'll take the bait: I like Matt's approach.
Sure, he goes on to discuss how it gets into the true intent—that the question really makes the person make a choice.
But, the other reason I like it - it's a chance to catch the customer off-guard and truly engage them. They're used to NPS and CSAT surveys (frankly, probably sick of them).
So, if we can get a response in a more meaningful way and spark a connection, it's a win-win for us and our customers.
Prompt: Create a compelling product demo script that highlights key features and addresses common customer pain points for my SaaS business.
How It Helps: Use ChatGPT to generate a well-structured, engaging demo script that can help your sales engineering team deliver impactful presentations. This can improve customer understanding and drive higher conversion rates.
Example Prompt Structure:
Develop a detailed product demo script for our SaaS business. The script should include:
1. An engaging introduction that briefly introduces the product and its value proposition.
2. A walkthrough of the key features, with emphasis on how they solve common customer pain points.
3. Interactive elements that encourage audience participation and questions.
4. Real-world use cases or success stories that demonstrate the product’s effectiveness.
5. A strong closing statement that reinforces the benefits and prompts the next steps (e.g., signing up for a trial, scheduling a follow-up meeting).
If your team is using AI in your day-to-day work, press reply with a specific tool or prompt that you use so we can highlight you.
We got little "business" work done
I’m coming off a high and its all because of CAMPTON, our team offsite at Hampton.
We just spent 3+ days embedded in The Rivertowns of NYC.
“I bet you were holed up in a room, grinding on roadmaps from 8am to 5pm”
No, it was the complete opposite. And it was so refreshing.
We got little “business” work done. And that was by design according to our CEO, Jordan.
So, what the hell did we do…
80% of the time…
1) immersed ourselves in our “customer” experience so that we could see the type of transformative experiences that our members talk about – that meant doing things our members experience on a Hampton Retreat
2) built relationships through competition, breaking bread and laughing – getting out from the behind the Zoom wall allowed us to be ourselves and bond about several different things
20% of the time…
3) focused on “anchors” to the business (aka sailboat exercise) and allowed our team to prioritize those drags on the business and member experience
Working remote has its advantages, but one thing it doesn't allow for is relationship development.
Don't overplan an offsite and cram in work every minute of every day. Async work can happen and you can build a great business - spend the time together.
Its going to pay off when your team is refreshed, engaged and bonded.
 Jeff Breunsbach |  Jay Nathan |
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