How to Improve Your Company Net Promoter Score?<\/strong><\/h2>\n\n\n\nImproving NPS is essential for businesses as it helps enhance your brand credibility and increases customer lifetime value. No matter how good or bad your net promoter score is, there\u2019s always room for improvement. <\/p>\n\n\n\n
Here are the best strategies to improve your NPS. <\/p>\n\n\n\n <\/figure>\n\n\n\n1- Build a Customer-Centric Culture<\/strong><\/h2>\n\n\n\nSuccessful companies put their customers first. In fact, that\u2019s how it should be because businesses survive because of their customers. <\/p>\n\n\n\n
Being a customer-centric company means putting efforts to understand your consumer journey to identify their needs and expectations. <\/p>\n\n\n\n
Here are some tips for building a customer-centric culture in your company:<\/p>\n\n\n\n
Instill customer empathy in your company. It helps you understand the emotional reasons behind customers\u2019 needs, enabling you to respond to them more effectively. <\/li> Anticipate what your customers might demand in the future and prepare your product for that. <\/li> Collect and share customer feedback across departments so that every employee has a better understanding of your customers and their needs.<\/li> Create a CRM where you log all the interaction with a customer. This provides you insights into all the conversations they had with your company across channels. This, in turn, enables you to better meet their expectations. <\/li><\/ul>\n\n\n\n2- Create Different Strategies for Detractors, Passives, and Promoters<\/strong><\/h2>\n\n\n\nEach segment of customers (detractors, passives, and promoters) have different needs and expectations. <\/p>\n\n\n\n
For example, let\u2019s say you sell coffee makers. You might have detractors who were expecting a variety of options, passives who are satisfied with your product but think it could have been better, and promoters who love the coffee maker. <\/p>\n\n\n\n
In this case, a one-size-fits-all approach won\u2019t work. Therefore, make sure to divide the segments and create strategies to improve the overall customer satisfaction rate. <\/p>\n\n\n\n
3- Deliver What Your Customers Expect From You<\/strong><\/h2>\n\n\n\nWhat have you promised to your customers? The best product in the market in a specific price range? 24\/7 customer support? Or reliability?<\/p>\n\n\n\n
Make sure to continue to deliver them to your customers. Also, consider doubling down on them. For example, if you promise 24\/7 customer support, try to respond to customer queries within an hour. <\/p>\n\n\n\n
When you go the extra mile than promised, customers will be more than happy and share their experiences with their friends and family. <\/p>\n\n\n\n
Net Promoter Score Contest<\/strong><\/h2>\n\n\n\nNet promoter score contest refers to running competitions within your organization to improve your overall NPS. This is great because games encourage employees to work harder. <\/p>\n\n\n\n
To run a net promoter score contest, collect NPS for each department. For example, send customers the same questions for each function, such as how satisfied you are with our customer support (marketing and product)?<\/p>\n\n\n\n
Forward the responses of customers to the concerned team to encourage them to do better. Announce prizes for departments with the highest NPS. <\/p>\n\n\n\n
When all the departments in your organization thrive to achieve the best possible NPS, you will see an improvement in customer loyalty. <\/p>\n\n\n\n
NPS Quality Improvement<\/strong><\/h2>\n\n\n\nThe quality of the NPS has to do a lot with who you are sending the surveys to. Ask the right questions to the right customer at the right time. <\/p>\n\n\n\n
For example, if a customer had contacted your customer support, send them a survey asking questions. It should include: <\/p>\n\n\n\n