Continuity Conversations

Building an Unshakeable Small Business: Mastering Contingency Planning and Leveraging Net Promoter Score

February 20, 2024 Patty Bonsera and Keith Hessel Season 1 Episode 2
Building an Unshakeable Small Business: Mastering Contingency Planning and Leveraging Net Promoter Score
Continuity Conversations
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Continuity Conversations
Building an Unshakeable Small Business: Mastering Contingency Planning and Leveraging Net Promoter Score
Feb 20, 2024 Season 1 Episode 2
Patty Bonsera and Keith Hessel

Welcome back to Episode 2 of the Continuity Conversations podcast! In this episode, Patty and Keith dive deep into the crucial aspects of business success - the Net Promoter Score and contingency planning. We start by discussing the significance of understanding the "why" behind your business and how it can drive your success.

We explore the concept of Net Promoter Score (NPS) as a key metric for measuring your business's referability. NPS provides an objective measurement of how likely your customers are to refer your business to others. We discuss the importance of aiming for a high NPS score, ideally above 50 for sustained growth and above 80 for world-class status.

Moving on, we emphasize the need for small business owners to focus on what they do best and delegate tasks like measuring customer experience to professionals. We highlight the impact of positive testimonials on marketing and the role of feedback surveys in improving products and services.

Our conversation shifts towards contingency planning, a critical aspect often overlooked by small business owners. We stress the importance of having a plan in place to navigate disruptions, such as natural disasters or unforeseen events. We outline a six-step framework for creating a comprehensive contingency plan and stress the significance of involving key employees in the planning process.

Show Notes

Welcome back to Episode 2 of the Continuity Conversations podcast! In this episode, Patty and Keith dive deep into the crucial aspects of business success - the Net Promoter Score and contingency planning. We start by discussing the significance of understanding the "why" behind your business and how it can drive your success.

We explore the concept of Net Promoter Score (NPS) as a key metric for measuring your business's referability. NPS provides an objective measurement of how likely your customers are to refer your business to others. We discuss the importance of aiming for a high NPS score, ideally above 50 for sustained growth and above 80 for world-class status.

Moving on, we emphasize the need for small business owners to focus on what they do best and delegate tasks like measuring customer experience to professionals. We highlight the impact of positive testimonials on marketing and the role of feedback surveys in improving products and services.

Our conversation shifts towards contingency planning, a critical aspect often overlooked by small business owners. We stress the importance of having a plan in place to navigate disruptions, such as natural disasters or unforeseen events. We outline a six-step framework for creating a comprehensive contingency plan and stress the significance of involving key employees in the planning process.