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A fervent believer in the promise of human powered growth, Russ leads CMG in partnering with companies to help them become aligned, agile, customer-driven enterprises that unleash the potential of their organizations with sustainable improvements in focus, teams, culture, and process our clients.
Mark leads CMG in partnering with Telecom companies to help them increase customers and accelerate revenue. His 25+ years of experience in growth, strategy and execution includes B2C and B2B multi-channel acquisition programs, customer experiences that surprise and delight, pricing that optimizes customer value, and innovative product development.
Have you ever wanted to know how popular your products and services are with your customers, or how to improve your customer base? Your Net Promoter Score (NPS) is a popular metric that measures performance from your company’s customer satisfaction to employee motivation. There is a direct correlation between your NPS and your company’s market value. Don’t let the competition take your customers—increase your NPS and grow your business.
As new customer touchpoints are generated in an ever-evolving digital marketplace, knowing your Net Promoter Score (NPS) is becoming an integral go-to tool for competitive businesses. A Net Promotor Score measures customer expectations by evaluating the percentage of customer promoters minus customer detractors. There are several simple ways to improve your NPS and increase your profits at the same time.
In an ever-evolving digital marketplace, there are many obstacles to face when trying to gain new customers. Competitive companies developing new apps, quicker marketing campaigns, and customer review sites all affect how your customers view your business. There are many different ways to improve your Net Promoter Score (NPS). Below we’ve listed several tips that will help you increase your Net Promoter Score and increase customer loyalty.
Gaining a foothold on the customer experience is the key to any Net Promoter Score (NPS) strategy. Every time a customer comes into contact with a product or service, he or she forms an opinion of it. Bad publicity, a disheartening review from a friend, bad customer service, misleading marketing, or long waiting periods all negatively affect how a consumer views a particular brand.
Be consistent at every touchpoint and look for ways to make the customer experience enjoyable whether through advertisement, email, websites, apps, or call centers.
Quick, honest service usually generates loyalty and can turn any customer detractor into a promoter, boosting your NPS.
Satisfied customers are likely to organically grow a company’s reputation and improve their NPS through word-of-mouth promotion.
Great customer service also leads to great reviews on customer opinion-based websites such as Yelp and Yellow Pages.
Never mislead your customers. What is it customers want from your brand? Your company mission statement should be honest, clear, and defined.
Don’t shy away from mistakes your company has made. Show your customers ways you’ve improved. They’ll respect your honesty and trust your straight-forward communication
Your brand is the first thing customers see and the last thing they remember about your company. A good name has staying power. Make your brand attractive and appealing your market demographic.
Is your company performing to the best of its potential? Get your Potential Realized. At CMG, we treat your company holistically. We identify strengths and opportunities that will propel your company culture to new heights.
Team building helps motivate your employees and deliver the best products and services to your clients. Our Agile for Marketing (A4M™) program is a mindset and a methodology that uses teamwork to identify, strengthen, and sprint with marketing solutions to the finish line.
Contact us today and let us help you increase your Net Promoter Score with clarity and vision.
