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Worth It Tips for turning customers into your biggest advocates
97% say it’s likely they’ll tell others about a “very good” or “excellent” customer experience
You’ve got a lot to think about when it comes to your brand reputation How can you encourage customer loyalty while tracking overall satisfaction across multiple touchpoints?
Say hello to Net Promoter Score (NPS) NPS = Industry standard for tracking customer loyalty Companies who have a high NPS grow 2x more than competitors Net Promoter Score and NPS are trademarks of Bain & Company, Inc, Satmetrix Systems, Inc.and F. Reichheld.
How to use NPS: Ask, “How likely is it that you would recommend this company to a friend or colleague?” Customers rate you on a scale of 0 to 10: 0 – 6 = Detractors Unhappy customers who can hurt your brand through negative reviews 7 – 8 = Passives Satisﬁed but indifferent customers who may buy from your competitors 9 – 10 = Promoters Loyal customers who will keep buying from you and refer others
Your ﬁnal score is expressed as a whole number from -100 to +100 and indicates how well you’re doing when it comes to customer loyalty Learn more about NPS
Smart ways to use NPS #1 Feedback Survey Embed an NPS survey into your website to see if it’s meeting customer expectations 78% - Customers who are more likely to visit an easy-to-use website again
Smart ways to use NPS #2 -17 Measure customer loyalty before and after a purchase or customer service event 94% - Customers who are less likely to shop with a company with bad service
And the top 3 brands known for having the best customer service are… 1 st 2 nd 3 rd Amazon Costco Trader Joe’s
1 st Want to see your brand on that list? Get in touch with us today to learn how to use SurveyMonkey to track customer satisfaction and activate your promoters Contact Us