We enjoy working with companies that use a robust NPS measuring system. When measured effectively, NPS can give a company quick feedback on initiatives designed to improve customer loyalty.
Today’s customers have power. It is not uncommon for customers to post feedback in real time. In the middle of a meal, a restaurant customer can post something (positive or negative) about the service he is receiving then and there. A customer’s voice can be heard around the world in an instant with the right post on the right website.
The secret to improving the customer experience and thereby improving NPS lies in meeting three distinct customer needs.
First, and most obviously, customers want their practical product-related need met.
Second, and not as obviously, they want emotional buy-in related to that practical need – all customers need emotional buy-in because they’re human and they feel something about the product, the company or the service.
Finally, customers want a low-effort experience – they want your company to be easy to do business with.
As Business Intelligence-Middle East points out, “Thousands of companies are using the Net Promoter® Score to measure and improve the customer experience. “The ranks of zealous customer advocates continues to grow,” said Fred Reichheld, Bain Fellow and often-acclaimed ‘godfather of customer loyalty’. “What started out as only an idea has become a quiet revolution. Net Promoter® companies are now mobilizing entire organizations around the single mission of delighting customers.”
Yes, an entire organization can mobilize around the mission to delight, but those efforts are futile unless the mission effectively creates an excellent customer experience with ALL of those three key elements I shared earlier.
Companies that purposefully and consistently nail these three elements will be rewarded with higher NPS. We see it every day.