How To Improve Your Company’s Net Promoter Score (NPS)
Net Promotor Score is a measure of customer experience success. A high NPS reflects a client’s overall satisfaction with a company and their likelihood to remain loyal and promote it to their network. Consequently, a low NPS reflects dissatisfaction and can negatively impact customer retention and business growth. Head to our blog explaining the importance of NPS to learn more.
To improve its NPS, and close the loop with detractors, a company must focus on enhancing its customer experience.
Here are some strategies to help you improve your company’s NPS:
Understand your customers. Create a communication channel to gain insight into your customers’ dissatisfaction. By understanding their current needs, pain points and preferences you can begin to understand areas of improvement required within your company. Use surveys, customer feedback and data analysis to identify the key drivers behind your company’s current NPS.
Focus on customer experience. Create a seamless and positive customer experience at every touchpoint. If you define what it should be you’re in a better position to determine where opportunities for improvement reside and what your prioritise should be.
Personalize interactions. Tailor your communications and offerings to individual customers whenever possible. Leverage customer data to provide personal recommendations, offers and solutions. This demonstrates you understand and value each customer’s unique needs.
Resolve issues promptly. Respond quickly and proactively when customers encounter problems or express dissatisfaction. Providing efficient and effective solutions demonstrates that you value their feedback and are committed to improving their experience.
Benchmark against competitors. Compare your NPS with that of your competitors and industry leaders. By gauging your company’s performance with best practices, you can identify areas where you can differentiate and outperform them.
Continuously measure and track progress. Monitor your NPS over time to evaluate the effectiveness of your efforts and how your customers are responding. Identify trends, patterns and areas of improvement whilst regularly reviewing your strategies based on feedback and changing market dynamics.
All customers have prior expectations about what their customer experience should look and feel like. In turn, there are multiple ways you can improve your NPS and not all automatically apply to your unique situation. However, we can be confident that what your employees do, don’t do, and when and how they do it is disproportionately important. Therefore, defining your branded customer experience is a natural first port of call.