How To Improve NPS Results? 7 Strategies To Grow Your Customers’ Loyalty
There are many methods to measure customers’ loyalty, but the NPS score is one of the most popular and effective. NPS stands for Net Promoter Score and it evaluates your customers’ loyalty by asking just one simple question: would you recommend us?
NPS separates your customers into 3 types: Detractors, Passives and Promoters
First, you need to send the one NPS question to all your customers.
“How likely is it that you would recommend Company X / Product X to a friend or a colleague?”
The questions should be rated from 0 to 10, where 0 means not likely and 10 means extremely likely to recommend. Depending on people’s rates you will know if they are promoters or not.
- Scores from 9 to 10 – “Promoters”: Loyal customers who will recommend your brand happily.
- Scores from 7 to 8 – “Passives”: Customers that are satisfied but are not loyal.
- Scores from 6 to 0 – “Detractors”: Unhappy customers that will talk badly about the brand.
How to calculate the score? Find the percentage of promoters and then subtract the percentage of detractors. For instance, if you have 35% of promoters and a 30% of detractors, your NPS score would be 5.
So, how to get more “Promoters”?
Read on for 7 strategies to improve your NPS score and get more loyal customers.
1) Promoting your brand should be easy
People can be very lazy, so make it easy for them to share their experiences and impressions about your services and products.
Interact and engage with your audience are the two basic actions that you should work on if you want people to promote your brand and social media can be a good place to put that into practice.
Create conversations, make it easy for them to talk, ask and speak their minds. You can even provide some sort of incentives for them. Maybe creating a contest, for instance. Ensure that your customers feel valued.
2) Pay attention to your Detractors…
Find out what went wrong when they were using your product or services. You can create a customer survey including key questions so you can identify precisely what wasunsatisfactoryabout their experience. Don’t forget to include open-ended questions so people can share their ideas with you.
3) …And also to your Promoters
Keep your loyal customers happy. Prepare special offers and rewards for these people who already love your product so they keep loving it. They will feel valuable and appreciated.
Also, ask them how they will improve the service, they have very valuable insights as well. Give them a voice.
4) Get to know your audience better
The only way to offer exactly what people want is by asking them. Surveys are a powerful and useful way to analyse the market and your product / service success. Before you launch a new product, ask people what they expect from it. And after lunching that product, ask people what they think of it and what would they improve.
5) Invest in your customer service
Sometimes our products don’t work properly. Sometimes the deliveries can be delayed. It happens. But the best way to keep the customer happy is to have an excellent customer service. You need to solve any problem quickly and efficiently.
6) Involve all your team in the NPS campaign
If you have chosen the NPS score as the main tool to measure the customer loyalty, then everybody in your company must know about it. They need to understand the method and why it’s important to the company. Everybody in the company should work onmaking the customers happy and get a good score.
7) Keep tracking the NPS score
If you keep monitoring the NPS score, you will find out if you’re improving. Then, you will be able to take specific actions in your company.
Customer satisfaction is the one of the keys to success and measuring it constantly can help us have better insights about how we are doing in the market. Your aim should be making customers happy, engaging with them and getting more promoters. Following these strategies will help you become a successful brand.
Is there any other useful strategy that you want to share with us?
6 Unexpected Security Concerns, and How to Prepare
As powerful as the Internet is right now, it’s impossible to even imagine where it will go over the next years and beyond. But, as fast as security protection continues to improve, hackers seem to improve even more quickly. Everything from new devices to apps…
Your Business Needs These 13 Digital Security Solutions – Here’s How To Get The Most Out Of Each
How would you characterize your organization’s digital security posture? If you’re not sure how to answer this question, or perhaps would prefer not to answer it at all, you’re not alone. Countless decision-makers, from uber-competent CTOs and CISOs to CEOs and COOs who couldn’t code…
Louisiana And Oklahoma Introduce Digital Identification To Prevent Fake ID Use
Digital ID in Louisiana Utilizing digital IDs has been a commonly broached topic for a while now. Although most states are only either deliberating their helpfulness or in the utmost initial stages, Louisiana has moved forward. The primary introduction of this technology was done back…
ScanGuard Review – Here is What You Should Know
Doesn’t it sound good and satisfying to have a goop-performing antivirus that is reliable enough? Yes, it is. For that reason, you need to be extra careful when you are in search of a good antivirus. Put all the necessary factors into consideration so that…
The Emerging Need for Social Media Security
By the time you’ve finished reading this sentence, nearly 700 passwords have been stolen from social media accounts across the world. Social media security breaches have the potential to cause up to $6 trillion in cybercrime damages by 2021, up from $3 billion in costs…
- 3D Printing
- App Dev
- Artificial Intelligence
- Arts and Entertainment
- Big Data
- Blockchain Tech
- Business Technology
- Car Technology
- Cloud Computing
- Cloud Storage
- Computer and Technology
- Conference Calling
- Coupons and Deals
- Cyber Security
- Dark Left 1
- Data Center
- Data Recovery
- Digital Arena
- Digital Marketing
- Edu Tech
- Email Marketing
- Google Glass
- Guides and Tutorials
- Health and Fitness
- Home Improvement
- Home Security
- Internet and Businesses Online
- Internet Marketing
- IT Careers
- Mobile Apps
- Mobile Security
- New Tech
- Online Shopping
- Project Management
- Reference and Education
- Reputation Management
- Sales & Marketing
- Shopping and Product reviews
- Small Business
- Social Media
- Tech Trends
- Technical Support
- Technology in Education
- Tips & Tricks
- Tips And Tricks
- Video Conferencing
- Virtual Reality
- Wearable Technology
- Web Design
- Web Development
- Web Hosting
Mike McGahan, President and CEO of CLV Group Inc., Discusses Leadership Role, upcoming Real Estate Developments
Dedication and passion are just some of the important traits that make up a positive role model and business leader. As President and CEO of CLV Group Inc., Mike McGahan understands the importance of these characteristics, along with having appreciation for those people who work…
7 Unique Teambuilding Ideas To Encourage More Collaboration
One of the secrets to managing a successful team of marketing employees is fostering an environment where those employees are comfortable collaborating with each other. If your team members are capable of communicating efficiently, sharing when they’re overburdened and splitting the workload, and genuinely enjoying…
3 Ways to Prepare For Cyber Security Risks That Employees Must Know
In a world where everything is much easier to do via mobile, app, or device, technology is not going to slow down. We’re all guilty of potentially owning more than one device, whether that is our personal phones, work phones, tablets or fitness trackers. All…
Non-Negotiable Elements For Your Business IT Security Plan
In 2019, having a business IT security plan is more important than ever. An IT security plan is the first line of defense you have for protecting your business – and your clients – against cybercriminals. Cybercriminals include hackers, who frequently obtain personal information with…
Businesses Need To Be Proactive When It Comes To Cyber Security
For business of any size, making sure they are not only compliant with security regulations but continually improving and adjusting the measures they have in place is vital. Quite often the factor which determines how a business approaches cyber security is the mindset of the…
How To Become A Cyber Security Analyst
What is Cyber Security? Cyber security is the practice of protecting a system or network from digital attacks. These attacks are generally aimed to retrieve or destroy sensitive information and it is a serious threat to all the organizations. Who is A Cyber Security Analyst…