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Many companies now rely on the Net Promoter Score® to measure overall customer satisfaction and they have begun to do so across different touchpoints. It’s a useful metric that can offer quite a bit of insight into your customers and allow you to stay in touch with reality in terms of the customers’ experience.
While determining your Net Promoter Score® is important, it’s even more important to use the data you collected to improve your score. Improving your score is a matter of converting as many customers as you can into promoters. This, of course, means earning more customer loyalty, which has a wide range of benefits, not least of which is that you’ll have an easier time with customer acquisition. The more promoters you have, the more customers they will refer to you, and we all know that referred customers are some of the most valuable ones.
Read on to know 7 strategies that you can implement to skyrocket your NPS®.
It’s important that everyone in your organization understand what the Net Promoter Score® is and why it’s important to improve it. Since improving your score means making unhappy customers happy, you need to make sure that your entire staff knows what you are trying to achieve, especially those who come into direct contact with customers.
You also want to get everyone on board because you never know where a good idea may come from. Converting unenthusiastic customers into loyal promoters will require a group effort and the best ideas often come from the unlikeliest of sources.
Humans are inherently lazy and no matter how much they love your brand, if it’s too difficult for them to share their experiences, they won’t do so. Unless we’re talking about negative experiences because then, they’ll share like there’s no tomorrow.
So, encourage your customers to share their good experiences with your brand on social media by making it easy for them to do so. In fact, you can take things a step further and provide creative incentives. However, you have to be careful that you don’t tip into the “paid-review” arena because that will cause more trouble than its worth.
One of the most effective ways of getting people to share is ensuring that they are always engaged, which you can do by asking questions, holding contests and just generally interacting with them regularly, but not obsessively! If your customers feel appreciated and know they matter, they are much more likely to go out of their way to promote your brand.
When it comes to improving your NPS, your first instinct is likely to ignore your promoters and tackle your detractors. This is a mistake. Your promoters can offer a lot of valuable insights, chief of which is what you did or are doing that has made them so loyal.
You also should ask them if there’s something you could do differently. This is important because you want to make sure you keep your promoters and avoid alienating them, which means giving them a voice and acting on their suggestions.
If you want to see a better Net Promoter Score®, you are going to have to engage with your detractors and find out what went wrong. Detractors will generally offer great ideas on what you can do to meet their needs and expectations. Knowing precisely what improvements you can make is much more effective than trying to guess.
Plus, if you solve the problems of your detractors, you have a good chance of converting them into promoters.
Now, you might not like hearing criticism, but you have to understand how important it is. Few people criticize just for the sake of it. Be open-minded and take the criticism as a valuable learning experience that can save you lots of customers in the future. And don’t forget, nothing is irreparable. You just have to be willing to put in the time and effort.
One of the worst things you can do is to be unresponsive to your customers. Communication is key in any healthy relationship and you’ll be surprised at how much easier it is to smooth over ruffled feathers when customers see that you are responsive and committed to helping them.
Likewise, don’t ask for feedback without responding to it. Thank your promoters and speak to your passives and detractors to find ways to solve their issues. Ignoring your customers, especially after they took the time to provide feedback, is a great way of losing them. However, actively engaging with them will make it much easier for you to earn their loyalty and improve your Net Promoter Score®.
You need to be consistent across the board, regardless of the touchpoint. Every experience your customer has with your brand needs to be delightful. Surprisingly, it doesn’t take much to delight customers. Offer fast and transparent service, treat customers like they matter and always do a little extra and you’ll cement their loyalty before you know it. Just make sure they’re having the same great experience in every interaction.
Complacency is the ultimate killer when it comes to improving your Net Promoter Score®. Just because you have a good score or the strategies you are implementing are leading to positive outcomes, that doesn’t mean you can rest on your laurels. You need to constantly monitor your Net Promoter Score® and keep making improvements because just as loyalty can be earned, it can also be lost.
The Net Promoter Score® is a valuable metric to determine customer satisfaction and loyalty. However, it’s true value lies in the insight it can provide you into your customers, based on which you can develop strategies to improve customer loyalty. Improving your Net Promoter Score® essentially means converting as many passives and detractors into promoters as possible, all while keeping your existing promoters happy.
And to do that, you need to make sure you are offering a great customer experience, which includes being responsive, listening to your customers, acting on their insights and being consistent across all your touchpoints.