Finding tools or strategies that will help a company grow is of interest to just about every business owner and operator. We're all on the lookout for the newest approach, for that proverbial magic pill that will give us a leg up on the competition.
How likely are you to recommend us to a friend or colleague? - is the only thing that business operators need to know from their customers. The result, marketed as the Net Promoter Score (NPS), has received a lot of attention in recent months.
The premise of NPS is simplicity itself. Responses to the likelihood to recommend question are solicited on a 0-10 scale, with 0 meaning the least likely to recommend and 10 meaning the most likely to recommend.
Here is a surprise for you - a small business can get as many recommendations from detractors as it can from promoters! Why is this? Simply put, promoters have a positive energy toward you, detractors a negative energy. Both of these energies are lively and active, and therefore more open to change.You have a fantastic opportunity to change detractors into promoters - in fact, they can become the strongest promoters you have! The customers who are not likely to change are the passives.
How can you measure your NPS? You need to be talking to your customers, or emailing them asking them to complete a brief online survey that takes a minute. Beware of offering incentives; just tell them that you want to constantly improve the service you give them. Most people are happy to work with that.
Focus Arrow provides insight into understanding your customer. By leveraging our business intelligence software and Net Promoter Score, you can work to build strong relationships with your clients in order to help guide your success.