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Submitted by: Andrew Chals
Determining brand loyalty through Net Promoter is easy, right? Yep. So easy, Satmetrix , the worldwide leader in customer experience software, drew it on a napkin. And, they ve got a video to prove it.
So, what exactly is the definition of Net Promoter?
To determine your Net Promoter Score (NPS ), ask your customers the ultimate question, On a scale of 0 to 10, how likely is it that you would recommend our company to a friend or colleague? Then, sort them into groups:
– 0 s to 6 s are your Detractors – Unhappy customers who can damage your brand and impede growth through negative word of mouth.
– 7 s and 8 s are Passives- Satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
– 9 s and 10 s are your Promoters – Loyal enthusiasts who will keep buying and refer others, fueling growth.
Got it? Now, calculate your NPS:
NPS = % of Promoters (9s and 10s) – % of Detractors (0s through 6s)
Now, here is where the fun starts. Net Promoter is an entire business system, involving many teams within your company. What you have to do is rally your teams under the Net Promoter banner and watch your company grow. That s right, Net Promoter links to financial growth!
Satmetrix offers NPS Go+, the only cloud-based software platform focused solely on Net Promoter success. You ll be up and running in just two to three days, with all the tools you need to get actionable results. You ll find unique value and insight through powerful listening and analytics tools that will empower you to take action, recovering Detractors, mobilizing Promoters and inspiring customer obsession among your teams to ensure accountability across your business.
To learn more visit: www.satmetrix.com/napkin
Customer Experience Management 101: Net Promoter on a Napkin
Customer experience management is a mouthful, and sometimes it s hard to figure out where to even begin. Satmetrix figured out the simplest way to do it: The Net Promoter System. In fact, the concept behind Net Promoter is so easy you can draw it on a napkin. No kidding. They did it in a video.
To determine your Net Promoter Score (NPS ), ask your customers the ultimate question, On a scale of 0 to 10, How likely is it that you would recommend our company to a friend or colleague? Then, sort them into groups:
– 0 s to 6 s are your Detractors – Unhappy customers who can damage your brand and impede growth through negative word of mouth.
– 7 s and 8 s are Passives – Satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
– 9 s and 10 s are your Promoters – Loyal enthusiasts who will keep buying and refer others, fueling growth.
All set? Now, calculate your NPS:
– NPS = % of Promoters (9s and 10s) – % of Detractors (0s through 6s)
But, calculating the score is only the beginning. To increase brand loyalty, you ll need to have your entire organization involved. From frontline employees, such as sales and customer service, all the way up to the C-suite. Everyone gets in on the action. Your frontline employees will mobilize Promoters, encouraging them to share about your products and services with your friends. They ll recover Detractors, rebuilding relationships with unhappy customers and eventually turning them into Promoters.
Sound amazing? It is. Visit Satmetrix at www.satmetrix.com/napkin to find out how you can get started.
About the Author: To learn more visit:
satmetrix.com/napkin
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