STACK THE ODDS IN YOUR FAVOUR WITH A STRONG NET PROMOTER SCORE
Every business relies on referrals and recommendations. As business owners & leaders we constantly strive to provide customers with information & experiences that surprise & delight them. We spend vast sums of money on advertising & promotions, brand awareness and building, user experiences, purchase convenience etc to ensure that the buyers experience journey is as frictionless as possible. Yet, more often then not, we avoid asking our customers one simple question at the end of it all
"ON A SCALE OF 0-10; HOW LIKELY IS IT THAT YOU WOULD RECOMMEND OUR COMPANY TO YOUR FRIENDS / FAMILY / BUSINESS ASSOCIATES?"
The answer received by asking this 1 simple question, gives your business insights into your customer loyalty spectrum; quickly and easily. It allows organisations to identify pain-points and monitor improvements in a product, service or organisation. While there are many ways to do, we understand that running a dynamic SME business is demanding on your time and resources hence recommend the following simple process
Do a Relationship Survey Vs Transactional Survey.
Relationship surveys investigate customer loyalty to the company considering their overall experience and satisfaction they had with the company. Transactional Surveys on the other hand investigates a specific transaction / interaction a customer has experienced
Keep the initial question(s) short & simple
“On a scale of 0-10, how likely is it that you would recommend our company to your friends / family or business associates?”
“Which part of the experience did you like best?”
“Which part of the experience did you think we should improve?”
Ask for permission to contact them for further clarifications
Don’t overthink and overcomplicate the process
(Remember this is not a KYC initiative)
Ideally conduct your survey at least twice a year
(This will allow you to course correct and make amends)
Score between 0 - 6 are Detractors; unhappy customers who can damage your brand by using negative word-of-mouth
Score between 7-8 are Neutrals; unenthusiastic customers
Score between 9 - 10 are Promoters; loyalists to your business
By measuring customer loyalty, SME owners can identify customer experience weak points that need improving and begin working towards market success.
Trigger Worldwide is a Growth Marketing Agency, built specifically for SME’s and Startups to create Sustainable Business Growth. Our proprietary tools and process methodologies harness Technology, Creativity & Innovation, leverage Economic Drivers and Consumer Beliefs to help SME’s achieve their Growth Agenda’s.