Customer loyalty: tips for Nowadays, companies have (or should have) access to a series of insights provided by their customers.
Whether through Big or Small Data , social media monitoring or customer service channels, marketing teams are full of metrics and data.
We know that all this data helps to
Customer loyalty: tips for Understand buyer behavior and their participation in the sales funnel – but how much does this help your company in customer loyalty ?
This is where the Net Promoter Score (NPS) comes in – read this article and find out what it is and how to implement it to ensure your company’s sales success.
Put customer loyalty into practice and find your poster boys
In our previous article, you will find all the information about what the Net Promoter Score is, how to find out your share of detractors, neutrals and promoters – and how to find out your company’s NPS index.
But here’s an important tip: if
The first question to be in this process is about the possibility of your customers recommending your company, the next question should be something like “Thank you for your . Can you tell us the reason for your evaluation?”
Potential promoters often leave their opinion.
Ideas to activate your company’s promoter customers
Companies often conduct surveys to hong kong telegram data find out something they don’t already know.
But they can also be used to reinforce the respondents’ own beliefs.
This is all about Cialdini’s “consistency principle” : “Once people make a choice or take a stand, they will encounter interpersonal pressure to behave consistently with what they have previously said or done.”
What does this mean?
That once a customer has their set your vlogging goals intention or belief, they will experience some pressure to stick to it.
NPS surveys use this very principle to help reinforce positive beliefs.
When your company sends out this type of survey, it prompts recipients to take a stand on how they’ve your brand.
When they answer a 9 or 10 to the question about how likely they are to recommend your company and leave positive feedback, they will be more likely to be consistent with that statement.
This will help your company—but you to make it as easy as possible for these customers to do so.
The right time to encourage customer loyalty in your company
It’s much easier to get good feedback about a sad life box positive business experience with your company as soon as it happens.
But your customer can get —and your company will lose that motivating feeling. So invest in an automated process to buy them that time.
New promoters who just a 9 or 10 are more likely to act in the heat of the moment.
When your company provides easily accessible channels for these customers to share their thoughts, you’ll capitalize on that momentary coup de foudre .
Nurture this relationship
As important as building relationships with neutral and detractor customers – and resolving their issues to reverse their positions – is ensuring the loyalty of promoter customers.
Take advantage of the positive interaction from the survey to improve these connections.
Your company can strengthen the relationship by inviting this customer to follow your social networks, be part of your loyalty program, and share promotions and discount coupons with friends and colleagues.
But the best strategy is to show
That you really care about this audience. So try promoting actions such as:
Offer free temporary promotional updates: your promoters are the customers who will most likely benefit from services. And they are the most likely to make new purchases – extending the customer life cycle .
Offer a discount coupon for purchases made within the next 30 days: this encourages repurchases while they are still by their positive experience and your company remains top of mind .