Thank you, Brian!
I use a Totango for NPS and for all messages that follow. All promoter scores get asked to join and each ask has a follow up if they do not respond.
The key is how you ask and how you structure your program. The ask has to be all about what it does for the potential advocate, not what it does for you. The program should include advocate activities that celebrate, thank them and help them grown professionally. Every outreach cannot be an ask for a reference. All communications should clarify how you value that person for who they are and what they do. We have had tremendous success and grown our program exponentially in a very short period of time.
Brian, thanks for your response. Sorry for the delayed reply! These are great suggestions. Can I ask how you automate the ask of high-scoring NPS responses? I've been sending out emails inviting the promoters to join our loyalty program (with the thinking we would then approach them about also being a reference). But haven't seen much success with that. I'm campaigning to get the question inserted into the NPS survey itself, but that hasn't happened yet. Are you asking as a follow-up?
Thank you everyone! I had no idea I was getting comments on my post as I had no notifications coming through. I really appreciate all of your suggestions. I'm going to spend some time digging into these. I'm five months in now but there's so much to learn. Now that I can come up for air, I'll be hanging out here a lot more learning from all of the great contributors!