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Secret’s out: 3 ways to get more referrals with Net Promoter® Score

Posted by Perceptive Insights Team - 07 October, 2015

Secret’s out: 3 ways to get more referrals with Net Promoter® ScoreHave you thought of how your business could get more referrals? If so, we're guessing you've felt that it's easier said than done. Understanding your word of mouth is the first obvious step.

A good place to start is to simply listen in on what your customers are saying on social media, by using hashtags and keywords that are relevant to your industry, to search on Twitter, LinkedIn and Facebook.

The best and easiest way to know what your customers are saying about you is to use customer satisfaction surveys. An advanced customer experience measurement service can provide you with daily feedback so you can understand the issues your customers are experiencing and respond accordingly.

Why is word of mouth so important? A staggering 85 per cent of small businesses get customers through word-of-mouth1, and considering that 97 per cent of businesses in New Zealand are small businesses this emphasises the point even further.

 

3 ways to get referrals with Net Promoter Score

1. Aim for a resolution to issues—fast

When you deploy surveys and receive authentic feedback, you’ll know what you’re doing right or wrong. This either turns your customers into fans or foes of your brand. This results in you knowing (not having to half-guess anymore) what to do to get more of them talking about you, in a positive way and recommend you to their friends and family, more often.

Further, you know where you are going wrong, you’ll be able to fix any issues your customers are experiencing so that your customers are happy for longer. Thereby, you’ll have more happy customers who can spread the word.

2. Right timing

If you’re aiming for referrals specifically, the best time to ask for it (consequently not necessarily the best time to get authentic feedback, though) is when your customer is at the peak of their enthusiasm, so when they're in their most positive mind frame. This might be just after a purchase or even better, asking your fans (Promoters) to leave a testimonial, in a survey.

This way, you’re making it easy for them and because they’re a Promoter they’ve already said they will promote you. By integrating an easy social sharing function into your survey automatically (which is something us here at Customer Monitor do for our clients) meaning they’ll share the good word via social with the click of a button – job done.

The easier you make it for your customers, the quicker you'll see more referrals leading to increased sales. 

3. Leveraging your fans

Fans, promoters, happy customers or even ambassadors – call them what you like but if they are happy to promote you, you should leverage this straight away. When someone scores you a 9 or 10 in your NPS survey, you would be wise to jump to capitalise on getting a testimonial and ask them to share on social media.

Clever online customer experience platforms, (such as the one we’ve developed for Customer Monitor) can automatically do this for you. Thank your valued customers for their feedback and offer them a snippet of content that you’ve pre-written for them so that they can easily share on their social channels.

 

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1. Bain & Co

Topics: Market Insights


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