1. Measure continuously – to have the NPS question in an annual customer survey provides relatively little compared to continuous tracking of a process or a touchpoint. By measuring continuously you have completely different opportunities to monitor your progress and create actions. By reacting immediately on a negative customer experience you show the customer that you care about them and their experience.
2. Prioritizing touchpoints – where do you start? Sales, supply, support? Which touchpoints are the most critical? Start where you get quick results – high volume and big impact!
3. Communicate Net Promoter Score throughout the organization – NPS is an simple but powerful measure that helps the organization to raise the bar. According to the NPS theory a satisfied customer means nothing, while an ambassador means everything. By clearly communicating the NPS in the organization you can mobilize the organization to go the extra mile and become more customer-oriented.
4. Establish a system that supports action – with an efficient inbox that sorts and prioritizes incoming feedback, you have a great tool to go “full circle”. Determine which customers and what feedback to act on – continuous feedback becomes part of the customer relationship.
5. NPS economy – Calculating what each recommendation is worth and the customer lifetime value is important. With a simple model, it becomes clear what you can afford to save a customer and how much money you can allocate in activities to customer marketing.
6. Collect and use positive customer comments for Marketing – Use continuous tracking to actively collect and share customer comments on your website to improve SEO and conversion. By continuously collecting customer comments you reach significantly higher volumes than with passive customer comments.
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