Continuity Conversations
Continuity Conversations is where we bring big business resilience to your small business.
We're Patty Bonsera and Keith Hessel and we are committed to the resilience of small businesses. 99.9% of all companies in the U.S. are small businesses. Nearly 1/2 of all employees in the U.S. are employed by a small business.
Small businesses are the ones that are directly involved with, hire people and make the most impact for their local communities and their families. Resilient small businesses create resilient local economies which create resilient cities, counties and so on.
They are the most valuable, yet are the most vulnerable to losing their business and their livelihood without contingency plans for disruptions.
Don't let unexpected challenges hold your small business back. Join the conversation and elevate your resilience today.
Continuity Conversations
Building an Unshakeable Small Business: Mastering Contingency Planning and Leveraging Net Promoter Score
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.