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January 2020
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How to improve your net promoter score

Iren

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Customer Loyalty vs. NPS

Customer loyalty is rather a vague and sometimes non-stable concept, but whatever definition is given by experts, one thing is clear: the higher this parameter is, the bigger long-term benefits a company can get.

In general, by customer loyalty we mean consumer’s repeated choice in favor of one company/ service/ product within the range of available alternatives.

Managers and marketers use various tools for measuring this parameter. Among them, one of the most effective and simple ways finding out the target audience’s attitude to company’s activities is NPS.

What is that? Net promoter score is an index that shows the target consumers’ willingness become your regular customers and advise others to give preference to your products. It is often presented in a form of scale between zero and ten, where the more points you choose means the bigger desire to recommend particular things.

Ways to Improve Your Net Promoter Score

Once you have calculated your business’s NPS, it is high time for analyzing research results. Believe it or not, but it is just half the battle. In this case, another big question is as follows: how can managers use net promoter score to improve service provided by their enterprise? Let’s check out some approaches:

  • Work with your team and make increasing of NPS their goal. First of all, it should be noted that the level of customer satisfaction does not depend only on the quality of support team performance. The latter is the key to understand audience’s problems and wishes, but they just can’t modify the work of a platform or website, for instance. For making your NPS level higher, you should bear in mind that every employee is important and can contribute to it.
  • The sky is the limit, but let’s be realists. Achieving 100% level of happy consumers sounds like Mission Impossible. Be careful: this search for perfection can play a low-down trick. Of course, efforts can help you conquer this mountain as well. But the point is making as many satisfied clients as possible.
  • Be proactive and reactive — fast responds to visitors’ requests and feedback is one of the ways for success.
  • Do not hesitate applying to third parties for help. Naturally, each organization aims making every duty on their own. But it is a healthy practice for business inviting some experienced analysts to give a piece of advice, helping each department find out their weak points. In this perspective, it is never too late learning and discovering something new.
  • Make your services and care personal and individual. When customers feel that the way to solve the issue is too complicated or they have to communicate with numerous company representatives for getting a reply on their inquiry, then NPS level will decrease. In this perspective, make your departments more independent.

Do not be afraid of changes, and you will find your way to success.

Wrap It Up

In accordance with a study, the probability that a customer will return to your company after making the purchase, equals 30%. However, the chances for a visitor becoming your regular fan increase up to 54%, if a consumer decides to make the second purchase with you. Are you still in doubt whether you should work on ideas to improve employee net promoter score and customer loyalty?

If you need an answer on simple questions like “How can I improve my net promoter score? ”, then you have come to the right place. Scheduling Worldwide specialists are aimed at promoting businesses prospering and developing. The customers are an irreplaceable part of any company’s life. We will help you find out their secret wishes and desires and conquer your market niche!

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