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5 Amazing Ways to Score Big With Your Audience

5 AMAZING WAYS TO SCORE BIG WITH YOUR AUDIENCE Improve the Customer Experience with Net Promoter Score Data Behind every Net Promoter Score is a customer looking to communicate. Rather than thinking of NPS as just a number, think of it as just one moment in the ongoing conversation you're having with your customers. To make the most of that conversation you need to dig into the data. Step right up to see 5 ways to get more out of your NPS data. Meet The Great Promoter Net Promoter Score measures the quality of your customer relationships by proactively asking customers what they think about you. It usually looks like this: 2 4 5 6 8 10 Extremely Likely Not at All Likely The scores are divided into 3 different groups of customers. 0-6 7-8 9-10 Detractors Passives Promoters Customers who gave a score of o to 6, Customers who gave a score of 7 or 8, Customers who gave a score of 9 or 10, indicating a dissatisfaction with they are not likely to actively they are likely to actively recommend your company. recommend your compaпу. your company to others. Settle the Score Beyond First Appearance NPS scores can range from -100 to 100-leaving lots of room for variety. Different combinations of detractors and promoters can result in the same scores. Don't be fooled into thinking that a high NPS means you have majority promoters. Look deeper for the specific ratio of customers who speak well or ill of your company. Are detractors always unsatisfied customers? Not at all! Many will be quite content with the company but not feel comfortable making recommendations in general or not have anyone with wwhom they can talk about the company. That's why it is important to One score, multiple reasons. know the data and know For example, the same NPS score can be comprised of totally different combinations of detractors, passives, and promoters. your customer. Promoter Passive Passive Promoter Detractor Passive Promoter Passive Passive Pinpoint Your Heavy-Hitters Although all of your customers are important, not every detractor affects your brand the same way. Is your company built on small business owners, mid-market, enterprise or a combination? Prioritize the scores of customers who affect you the most. Л‑ Defy the Danger Zone Be aware of customers who scored you in the o-3 range-these people are more likely than anyone to churn. Identify which high-ranking customers fall in the danger zone and then dig deeper. Listen to Your Audience It might be tempting to focus on your score alone, but the number is only part of the data-it's the "what." Read the comments your customers submit to better understand the "why" your score and improve your future interactions. Common reasons are: Product Failure Lack of Training Misconfiguration Not Knowledgeable About What is on a Plan Set the Stage for More to Come Your audience wants to communicate with you. Keep the conversation going with these four follow-ups: Thank All Respondents Show Your Detractors Some Love Let customers know you appreciate their time and honesty. A simple "Thanks for your valuable feedback" is a good start. Dig deeper to find out why Detractors are Detractors. Review their comments to know if it's a product gap, a customer education issue, or something else. 4 Nudge Your Passives Encourage Your Promoters Look for the biggest difference between your Passives' and your Promoters' feedback. What's causing grief among your Passives? Find that pain point and fix it! Invite them to review your organization online and incentivize them to recommend your organization to others. Net Promoter Score can help you shine the spotlight on your customers. Use all the data at your disposal to improve your customers' experiences. Relate SOURCE: Improve Your Customer Experience With Net Promoter Scores, Zendesk by zendesk 3.

5 Amazing Ways to Score Big With Your Audience

shared by ColumnFive on Jan 16
How to use your Net Promoter Score to improve your relationship with your customers. Via Zendesk and Column Five.


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