The Net Promoter Score (NPS) is a distinct measure of how satisfied and loyal your customers really are. If you’re constantly wondering how you can grow your customer base, NPS might offer the solution. There are generally three types of clients you’ll come across in business: promoters, passives and detractors. Apparently, every business owner’s desire is to convert the detractors and passives into promoters.
Conducting a simple customer satisfaction survey could help to establish your customer loyalty index. This net promoter score survey will also help you come up with a working strategy for your business.
Here are the top 4 things you need to know about net promoters:
- They facilitate company growth
According to a thorough research conducted by Bain & Company, customers who spread good word about your company to their family, friends and peers help to grow your company. There’s a strong link that exists between the NPS score and business development. It’s all about creating the right relationships with your customers in an effort to increase loyalty. The Bain research also suggested that companies with the highest NPS and the most loyal clients in a certain industry (also called loyalty leaders) are likely to outgrow their competition by at least twice.
- Turn customers into promoters by creating a unique product
When new customers walk into your shop or check out your website, what distinct features will draw their attention and arouse their interest? The key to converting your customers into loyal net promoters is offering them unique products and services. Do something out of the ordinary to make your products pop out. Customers should be overly delighted when using your product. Invest in a good team that will enhance the design and usability of your product. Selling a good product guarantees you of getting the word out via your customers, most of whom will recommend your items on Twitter, Instagram and other social media platforms.
- Promoters can help you understand how to improve
Human beings are inclined to help each other grow – it’s simply in our nature. And since you’ve earned the loyalty of some of your customers, they can contribute to your business success by giving you feedback on your products/services. However, you ought to ask first. Create feedback communities and panels to help you discover what short-term improvements you could implement. Comments and opinions from promoters will also allow you to make an assortment of changes in your product and service delivery. Therefore, treat your net promoters well.
- Promoters love consistency
To grow your brand, you need to provide top quality products and services consistently. This enhances your customer experience tremendously – chances are, net promoters will recommend your products to a larger audience if they’re intrigued by your brand. Consistency has an inimitable ability to help you grow customer loyalty and generate more referrals from them. So, if you’re wondering how to convert your passive clients and neutral detractors into die-hard promoters, be consistent in providing exquisite products. Learn about new, better ways of improving your customer service delivery.