Why Great Customer Service is Worth It

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Worth It Tips for turning customers into your biggest advocates

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97% say it’s likely they’ll tell others about a “very good” or “excellent” customer experience

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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?

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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.

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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

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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

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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

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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

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And the top 3 brands known for having the best customer service are… 1 st 2 nd 3 rd Amazon Costco Trader Joe’s

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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

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