Tom Hale

9 statements across 1 episodes · 6 bullish · 0 bearish · 1 people on the record · first statement Oct 9, 2018 by Tom Hale · across every show →

On the record as a speaker too: Tom Hale's record, appearances and statements → this page counts the times other people say the name.

Everything said about Tom Hale, oldest first

Oct 9, 2018 positive

Insight

Hale: Quantifying happiness financially drives executive buy-in and organizational growth

“If you can figure out how to get the quantification, the financial quantification of customer happiness, one, you have a better chance of getting that stuff done, and two, you have a really good chance of driving growth, because those two things tend to align.”

Tom Hale Oct 9, 2018 ▶ 7:32 SurveyMonkey's Secrets to Keeping Customers Happy for 20 Years

Oct 9, 2018 neutral

Assertion Not checkable as stated

Hale: 75% of international survey responses occur on mobile devices

“It's about 75%, and in Japan it's close to 88%, for us anyway. That's our data.”

Tom Hale Oct 9, 2018 ▶ 16:57 SurveyMonkey's Secrets to Keeping Customers Happy for 20 Years

Oct 9, 2018 positive

Assertion Not checkable as stated

Hale: Automated issue resolution emails lifted NPS by three points in a month

“We saw that, ah, previous company. When we implemented that, we got a, like, three-point lift in NPS in the space of about a month.”

Tom Hale Oct 9, 2018 ▶ 27:12 SurveyMonkey's Secrets to Keeping Customers Happy for 20 Years

Oct 9, 2018 positive

Insight

Hale: Calibrate survey length to the customer's financial and time investment

“It's pretty important to recognize what level of investment your customer's willing to give you, right? And to calibrate that. If you're Uber, it's about 30 seconds, and maybe 10% of the time. If you just spent a million dollars on our enterprise software prod…”

Tom Hale Oct 9, 2018 ▶ 15:54 SurveyMonkey's Secrets to Keeping Customers Happy for 20 Years

Oct 9, 2018

Disclosure

Hale: I called 10 dissatisfied customers every Thursday morning at 7 AM

“The way I did it is I just did, like, 10 calls on Thursday. It's between seven a.m. And 10 a.m., and I just pounded through the most important 10 that I could get through.”

Tom Hale Oct 9, 2018 ▶ 24:12 SurveyMonkey's Secrets to Keeping Customers Happy for 20 Years

Oct 9, 2018 positive

Assertion Not checkable as stated

Hale: NPS promoters renew at twice the rate of detractors

“One, promoters renewed at twice the rate of detractors. We had this. We had the correlation. We had all the renewal data, and we had all the NPS data, and we bound them together, and we said, look at this. This cohort of people, otherwise known as promoters, r…”

Tom Hale Oct 9, 2018 ▶ 6:44 SurveyMonkey's Secrets to Keeping Customers Happy for 20 Years

Oct 9, 2018 positive

Insight

Hale: Over-delivering without heavy monetization naturally drives high NPS

“Turns out, if you want to have a high NPS, over deliver for your customers, and then don't monetize heavily.”

Tom Hale Oct 9, 2018 ▶ 21:28 SurveyMonkey's Secrets to Keeping Customers Happy for 20 Years

Oct 9, 2018 neutral

Assertion Not checkable as stated

Hale: 38% of US survey responses come from mobile devices

“It's about 38%, so man in the front row, give him a cigar. 38%, but the thing that's important about that is, over the past 12 months, that's gone up by about seven points, ok?”

Tom Hale Oct 9, 2018 ▶ 16:42 SurveyMonkey's Secrets to Keeping Customers Happy for 20 Years

Oct 9, 2018 positive

Assertion Not checkable as stated

Hale: NPS promoters demand half the discount in sales negotiations

“Promoters demanded half the discount. When they talk to our sales accounts.”

Tom Hale Oct 9, 2018 ▶ 7:02 SurveyMonkey's Secrets to Keeping Customers Happy for 20 Years

Tom Hale

Everything said about Tom Hale, oldest first

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