If you feel that you've tried everything but your Net Promoter Score (NPS) is stagnant or you simply want to improve it, you've come to the right place.
Here, we list three Net Promoter Score strategies that, if used correctly, can make your NPS skyrocket.
Related content: Net Promoter Score benchmarks by industry for Australia and New Zealand.
1. Focus your customer experience where your customer revenue peaks
If you’re anything like the majority of companies, most (80 per cent) of your revenue will come from a small portion (20 per cent), of your customers; otherwise known as the 80/20 rule.
Creating a great customer experience for everyone is a noble goal, but the 80/20 rule is a good reason you should consider how you treat different tiers of your customers.
By comparing your customers’ NPS scores with their actual revenue value, you’ll get useful insights, as you’ll see the vast differences between your group of 20 per cent and the rest.
Your 20 per cent customers might become your VIP group. Creating an especially-VIP experience for this group can be a valuable investment—they are already spending a significant amount of capital with your business; why not give them even more reason to do so?
Consider promoting special offers and sending targeted emails and newsletters to this group in particular. You’ll have a better chance of gaining their loyalty long term, and boosting your positive word of mouth as well.
On the flip side, you may have noticed that your staff significant time managing customers that don’t spend a lot but require a lot of time and effort to maintain. Worst-case scenario, you might have to let those customers go.
Do the math: how much service should your lower-spend customers receive to remain an asset to your business? Where is their "break-even point"?
Related content: 3 customer acquisition strategies to grow your business
2. Leverage your promoters
Many companies focus only on taking care of their detractors, so the nature of their customer care will be reactive, instead of proactive. That isn't to say you shouldn't keep saving your most-at-risk customers, but don’t forget the power that positive word-of-mouth can have to generate new sales.
Don't lose sight of the loyal customers because of the disloyal ones. Promoters are valuable—let them know it, and capitalise on the subsequent testimonials!
A great way of getting your promoters to start talking to you is to incentivise them through exclusive offers and sales, special access to events, free hints, tips, advice and products. Treat them like your VIP group in the example above.
Give these newly impressed promoters access to social channels to rave about their recent experiences, and you'll quickly uncover how valuable a few non-biased sources can be for your brand reputation.
When you have positive word of mouth working for you, you're almost guaranteed better results than traditional marketing—cheaper, too.
Related content: How to trigger word-of-mouth marketing for your business
3. Keep NPS centre-stage
When you start using NPS as a part of your customer experience strategies, you need to keep it the absolute centre of your business initiatives. This can be difficult to achieve, as it’s often confined to a certain team, rather than dispersed to create a more holistic culture of customer experience across the company.
Even if it’s the core focus of your business at one point, NPS can be put on the backburner. This happens when companies are comfortable with using it and it becomes business-as-usual.
What’s the solution? The initiative needs to come from the top, your CEO needs to be the main ambassador for customer experience.
Once NPS has robust buy-in from leadership, it sticks around for the long-term—and ensures your business becomes a leader in customer experience for your industry.
Related content: Powerful CX strategies for business growth
How does your NPS measure up against your industry average? Download our free benchmark reports for New Zealand and Australia to find out!
