Are you thinking about implementing or developing your work with Net Promoter Score?
The Net Promoter Score method should be seen as a way of working to retain customers and create more ambassadors. Growth is created if you can keep and save back customers that you risk losing, at the same time you sell more through customers who really like you and spread a positive reputation.
Here are 6 basic tips to succeed with Net Promoter Score implementation.
Measure Net promoter score current
Including the Net promoter score question in an annual customer survey yields relatively little compared to continuously measuring a process/touchpoint. By measuring the Net promoter score on an ongoing basis, you have completely different opportunities to continuously follow your development and act in close proximity to the customer's experience. By reacting immediately when the customer's experience did not match expectations, it clearly shows that you care about your customers and want their experience with the company to be the best.
Prioritize touchpoints
Where should you start with continuously measuring the Net promoter score? Sales, delivery, support? Which touchpoints are most critical, have the highest volume and are most relevant to begin with? Start where you can quickly achieve results.
Communicate the Net Promoter Score in the organization
Net promoter score is a simple but powerful metric that helps the organization raise the bar. In theory, a satisfied customer means nothing, an ambassador means everything. By clearly communicating the Net promoter score in the organization, you increase the degree of customer orientation.
Establish a system that supports action
With an efficient inbox that sorts and prioritizes incoming feedback, you have a good tool for the entire process. Decide which customers and which feedback you will act on - ongoing feedback becomes part of the customer relationship, the improvement work.
Net promoter score economy
Calculate what each Net promoter score recommendation is worth and calculate what each customer's lifetime value is. Through simple models, it becomes clear what it may cost to save a customer and how you can allocate money in activities for marketing towards existing customers.
Actively collect positive customer comments in marketing
Use ongoing customer surveys to actively collect and disseminate customer comments on your site to improve keyword optimization and conversion. Through ongoing collection of customer comments, completely different volumes are reached than with passive customer comments.
Summation
Working with the Net Promoter Score is fundamentally common sense, and Quicksearch therefore recommends performing ongoing Net Promoter Score surveys.
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