Every day, Jason Calacanis and Molly Wood cover startups, technology, markets, media, crypto, and the all the hottest topics in business and tech. They also interview the world’s greatest founders, operators, investors and innovators.
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E650: Jam Session! Startup founders share best practices for customer management, satisfaction & success
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about this episode
Jason “jams out” a number of tips and tricks with founders in this special “Jam Session” episode of This Week in Startups. Jill Bourque of RushTix talks Net Promoter Score, while David Hassell of 15Five shares the importance of customer success. Then, Craig Zingerline of Votion explains customer-driven development, and Mei Siauw of LeadIQ gives examples on how to increase customer satisfaction.
Five Key Takeaways
Bringing value to the portfolio companies
Jason wanted to give his viewers an inside look at one of the core benefits within his incubator. 26 Jam Sessions a year bring founders together around a table to share their favorite, most successful strategies. Each session is focused around a single topic, such as growth, design, or marketing practices. Each company, coming from all types of different backgrounds and verticals has something new and important to offer. Each company comes away from each Jam Session with new and exciting tricks, offered from their fellow classmates in the LAUNCH Incubator.
Jill talks NPS
NPS, Net Promoter Score, is an important analytic in figuring out user satisfaction with your product. Defined as a simple equation, NPS is calculated by the percentage of promoters minus the percentage of detractors rated on a scale of one to ten. Jill explains the difference between promoters (9s & 10s), passives (7s & 8s), and detractors (0s to 6s), and shares her reasons for focusing on feedback from the promoters more than anything, and why she finds it so difficult to get feedback from passives.