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.
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.
5 Strategies to Increase Your Net Promoter Score Exponentially
1. Increase Your Touchpoints
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.
- CMG Case Study: At CMG, one of our recent clients was a foreign oil and gas company looking to increase visibility in the United States. We helped the company rethink its consumer (everyday drivers, truckers, boaters, lawn-mower operators) and customer (station owners and franchisees) touchpoints. This led to projected $375 million in incremental growth within five years of their market launch, effectively doubling the size of its business in the United States.
2. Word-of-Mouth Marketing
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.
3. Be Clear
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
4. Define your Brand
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.
- CMG Case Study: Recently, we had the chance to work with one of the leading telecommunications and technology providers and helped them increase their brand performance. The brand suffered from a bad reputation and low consumer affinity. Our marketing campaign realigned the customer-company dynamic, allowing them to reconnect with customers to earn their endorsement, promoting their long-term growth, and increasing their NPS.
5. Reorganize Your Company Culture
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.
Net Promoter Score: https://www.netpromoter.com/know/
Harvard Business Review: https://hbr.org/2003/12/the-one-number-you-need-to-grow
Customer Experience: HBR: https://hbr.org/2013/09/the-truth-about-customer-experience