In this article you will find out:
- How to identify patterns and trends that can help you make better decisions.
- How NPS can help you and your team prioritize correctly and increase the opportunity for organic growth.
Prioritize correctly and increase the opportunity for organic growth
By collecting and analyzing feedback from your customers, you can identify patterns and trends that can help you make better decisions about which actions to prioritize and which markets/customer segments you can most quickly expand into.
NPS can help you and your team prioritize right and increase the opportunity for organic growth by giving you insight into what your customers think is important and what is less important to them. Below are some of the most common points:
Who are your focus customers?
-Who are the customers who are important to us?
If you haven't already worked out a plan for your Key Account, you have a good opportunity to start in a simple way with NPS. By looking at the customer survey, you can quickly identify ambassadors and make a review of your big customers - or those who should be big. Identify which accounts bring you closer to the company's goals and visions. Which customers constitute a large revenue stream or have the potential to become a large revenue stream?
Read more about relationship-based customer research
Sell more!
-Which customers do we have the potential to expand? Do we have ambassadors within them and can we use them to get access/reference to other departments/countries?
Show the customer how you deliver throughout their customer journey! The smart one makes sure that all different stakeholders at different levels at the customer know that things are going well. Successful deliveries have great potential for most companies' future business. Like references, door openers and the like. Accounts where you only supply parts of the customer's full needs can be expanded and grow organically with the help of your ambassadors. Ask for references to internal business, ask if you can refer to an existing delivery in your sales work, in the best case, ask your ambassador for help. Follow up your Key Accounts regularly and discuss the possibility of expanding the collaboration.
Risk of losing customers
- In which accounts is there a churn risk (risk of customer leaving us)?
NPS and the customer survey will help you assess the risk of a customer leaving you. Accounts with a high percentage of critics, especially decision makers, have a higher risk of choosing another provider. Don't forget that customers who are not satisfied want a remedy for a bad experience and by following up on the feedback, dissatisfied customers can become loyal customers instead.
Read more about how to save bad customer experiences
Follow the development!
-How is the account developing?
The customer surveys, and especially the ongoing ones, give KAM and Sales Managers an indication of the benefit of work efforts that are otherwise difficult to measure, such as reconciliation meetings, quality follow-ups, new processes, lesson-learned, etc.
Continuous feedback during the year means that you and your Team have time to test more processes, products, solutions, campaigns, pilot projects and minimize the risk of getting rid of too much of the budget along the way. Don't forget that small steps forward are better than nothing at all. In volume businesses and in larger organizations, small improvements and adjustments have a very large leverage effect on organic growth.
Read more about transaction-based customer research
Don't take it for granted!
-Can we give a reward/extra attention to an ambassador so we can keep him warm until we have time and resources to act on the account?
It's one thing to identify which customers speak well of your company, and another how to make a good impression on them. It is easy to take one's ambassadors for granted. With an ambassador strategy, you can draw attention to your customers who are satisfied and not just focus on calling and rescuing dissatisfied customers.
NPS® is a method for measuring and working with customer loyalty. The focus is on working with the customer, not on the survey or the measurement. Read more about ambassador strategy
Don't become a claims handler!
- How can we create more value in our customer meetings?
The more data-driven information you have about your customer and your business, the easier it will be to keep a cool head and carry out constructive meetings and negotiations. Just as you prepare sales figures before a meeting, you should update yourself on any problems and your various stakeholders' customer experiences before you make a customer visit. How have you dealt with the problems? How do you work to ensure that it does not happen again? In the customer surveys, you will also see which parts are important and involve the customer's various stakeholders.
If the company wants to grow organically, your customer meetings need to be about what you as partners can create for new value for the customer instead of acting as a complaint handler.
Create the opportunity for your customer team to adapt their customer service.
-How do I get my delivery team to work customer-oriented and adapt their customer service?
Combine the customer feedback with the sales system or the customer service system with an API to ensure that your customer team is automatically given a heads-up and thus an opportunity to adapt their customer service throughout the entire customer journey. Also make sure that your customer team feels that they have the right conditions internally to carry out their work.
Read more about how to connect customer and employee surveys
