*Please read Stats And Where To Start before moving forward if you have not already
With more and more statistic information becoming available, you may be asking yourself “why?”. Is it to hurt your feelings? Is it to make you want to quit? Maybe it’s to show you do not belong in microcasting? Obviously none of these items are true. If you fail, YKYZ fails. If YKYZ fails, you fail. Every side needs as much information as possible. But why?
Personally I have not been here long, but I have heard casts or bleats about others being in some type of managerial position. If you have not been that’s fine, I intend to make the connection as simple as possible. Most leaders or managers know about the Net Promoter Score. This “NPS” stat has become so popular, that even people who never worked in management know about it. Net Promoter Score: a management tool that can be used to gauge the loyalty of a company’s customer relationships. At least that is according to my very scientific research on Wikipedia.
This definition is the best place to start. The manager is you. The company is your content. YOU manage your content. No one else. Not even YKYZ. Imagine YKYZ is just the building where you conduct your business. Now think of ANY job where you have worked. Did the building create a customer base? Or was it the business inside? Who created return customers? It was you. You made those relationships into a thriving business. What does that have to do with NPS?
It appears over the next few weeks YKYZ may be giving us more information of the stats work. This should make you excited. Now the control is in your hands. Own it. To some, using this kind of information may be difficult. Maybe even overwhelming. I’m hear to tell you, you’re making it way more complicated than it needs to be. You’re making it complicated because of emotion.
When a company’s or store’s NPS score comes in A LOT of associates freak out. Most companies now live off of it. You know those customer surveys you may have done in the past? They usually consist of five to ten questions, but only one or two matter. Usually they are phrased as “how likely are you to return to this location?” or “how likely are you to recommend us to your friends?” blah blah blah. They really do not care about the other three to eight questions one bit. Of course, most people go to surveys only when they are upset, so most employees hate seeing these numbers.
Much like how you might hate seeing your microcast’s stats. I’ve always told coworkers “who cares what corporate head honchos say, use these numbers for what they are meant for”. Yes someone’s bonus may be attached to it, or maybe your next promotion relies on it, but an over abundance of associates use these numbers in such an unproductive way that they never see that bonus anyways.
Example: “The food came out cold, and you are uneducated”. Despite how hurtful the comment was, never look for the emotional response to solve this equation. “The food came out cold.” This may be a reoccurring theme that only the numbers from NPS would show you. Take out not just your emotional response to the comment, but the customers as well. They’re just mad and there’s no reason to dwell. Only use the informative part of the sentence: Cold Food.
Now that emotion has been removed, you know you have a “bad” number, and you know why. What’s next? You fix it. Most would go back to sales that day, and break down labor. Others may look at talent and training, but the fact you at least know WHERE to look changes the game completely. You turned the “bad” number into a good one. Maybe you notice one episode of yours is performing better than others. You listen to it and realize you had an intro that was really catchy. So now you use it on all episodes. Possibly your multi-episodic deep dives perform twice as well as your ninety second quick fire news. Use these numbers to ably to future episodes, not to hinder them.
Now I may have been of subject a few times, but just remember NPS. People hate to see the number, but it’s how they use it that determines if they are successful. Do you want to be successful talking about what you love?