We are often made to feel as though we must have the answers for everything and that if we fail to excel in certain aspects of our life, that we are in fact failures. However, the truth is we all have different strengths and weaknesses. More importantly, if we truly wish to thrive, we need to learn how to rely on each others' strengths in order to compensate for our weaknesses. This is a lesson I didn't learn until I had dug myself so deeply into debt that I thought I would never be able to crawl out of the hole. With the help of a financial consultant, I was able to crawl out from under my debt and learn many valuable lessons in the process. It is my hope that this blog will allow me to share those lessons with you.
Your net promoter score sometimes called an NPS, is a market research tool many businesses use to determine their popularity with consumers. The NPS breaks customers down into three groups – promoter, detractor and passive. Passive customers are ones who might recommend your business, but aren't over-enthusiastic about it. Detractors are those who will not recommend your business and may even be unhappy. Promoters are those who enjoy your product or business and will actively recommend your business. Here are some tips to get more promoters and fewer detractors.
Focus on Consistency
No matter where your customers interact with your business or brand, ensure that the interaction is consistent. Your company should offer high-quality service through every customer service outlet. That consistency will show your customers that they can count on your brand, which builds loyalty and referrals.
Understand Your Customers
In order to increase your customer satisfaction, you need to know exactly what your customers are looking for and what they expect of your business. To do this, you'll have to start asking more service-driven questions. Ask your customers if you met their expectations, and if not, find out why. Conduct a thorough market analysis of your typical consumers to get an idea of how they shop and what they want from the businesses they work with. There are many consumer analysis services that can help you identify and cater to your target market.
Provide Your Promoters With an Outlet
The easier you make it for your promoters to get the word out, the better your chances will be of getting more positive feedback and reaching more customers. Offer your customers a reward, such as a discount code or gift certificate, for posting reviews and feedback on social media accounts. Word of mouth is a significant tool for getting people in the door.
Learn From Your Detractors
Your promoters are great for telling you what you're getting right, but you shouldn't discount the learning experience you'll get from detractors. If you have a customer who says they won't recommend your product or business, find out why. Identifying the source of the problem may give you an opportunity to improve. For example, if the customer had a bad service interaction or a problem with the product, taking steps to rectify it may give you the opportunity to turn a detractor into a promoter.
Understanding how your customers feel about your business and your products is the first step toward securing a successful spot in your marketplace. While you should look at and understand your net promoter score, it's equally important to capitalize on the areas where you can improve. With these tips and the help of an NPS consulting firm, you can help improve your customer satisfaction.