ContributionsMost RecentMost LikesSolutionsRe: New Year Coming Soon... Question for the Grubhub Team +1!! Re: Another question for the Grubhub team on sharing findings with other Marketing teams Every month I add updated NPS scores and a summary of findings to a readout deck, along with links to all of my raw data for those interested in deep diving. This is shared monthly via Slack, and quarterly in a broader meeting with all stakeholders. We do this for two reasons: 1) Since we’ve expanded to 20+ stakeholders, we see various levels of involvement. We find that informing broader groups via Slack is an efficient communication channel, and helps new stakeholders get ramped up quicker. We set a recurring time to share via Slack, so that our stakeholders anticipate insights every month. 2) Less frequent (quarterly) readouts allow us to get insights in front of leadership. This allows us to make sure that we are maintaining alignment with the business priorities as we move through new evolutions. The scores and open-ended feedback that we receive are all collected through Braze canvases, which have also evolved over time as we adjust our sharing processes. Re: Question for Grubhub AMA on aligning stakeholders This is something that can be straightforward, and can at other times, be a bit of a discovery process! For our sentiment work with NPS (Net Promoter Score)- the work that was highlighted by our Torchie Award- this was an exceptionally long and iterative process. When we first started collecting Net Promoter Scores from restaurant customers, we had no idea what the end result was going to be. The only thing we knew was that the business needed a better way to understand customer sentiment. We decided to start with our primary “triad” of stakeholders that we typically align with for the majority of our KPIs and objectives- Marketing (us), Revenue Operations, and Customer Success. I set up a recurring meeting with key stakeholders from each group, and began to report on sentiment scores. My meetings were usually 50/50 insights sharing to open discussion- this was intentional in order to get a pulse on the types of questions our primary stakeholders had. We quickly realized that all of our stakeholders were most interested in leveraging NPS to improve sentiment with high value customers at scale. From here, we were able to identify the right secondary stakeholders who should be involved in the creation of an outreach process. As we continue to evolve, we continue to think about what the next phase of NPS should be, and who should be involved to make it happen. Re: Welcome to the Grubhub Team AMA My name is Katlyn and I am a Manager on the Restaurant CRM & Retention team at Grubhub. I’ve been at Grubhub for over a year. Previously I was at LinkedIn, marketing to startups within their advertising business. I started my career on the agency side, where I supported experience strategy for Samsung’s B2B e-commerce site. Marketing to restaurants was a natural transition for me, since most of my previous experience has been centered around B2B sales and retention cycles!