How to increase NPS? 6 tips to make customers happier and increase your Net Promoter Score
Posted: Tue Dec 03, 2024 6:47 am
NPS – Net Promoter Score – is one of the most important performance indicators and should be on any company’s radar.
It measures the level of customer satisfaction by calculating the likelihood of such customers recommending the company and its products to a close friend or relative.
The higher the NPS score, the more satisfied customers are with their experience with the brand, and the more satisfied they want their loved ones to be.
[MANUAL]
How to set up a home studio to record video classes?
In this e-book we teach you step by step how to record your classes at home, but with the quality of a professional studio .
I WANT THE MANUAL
Here on the blog, we have already written an article that teaches you how to calculate NPS. The focus of this content will be to show you some good practices and strategies that you can implement to increase your company's Net Promoter Score.
So, continue reading and check out 6 tips on how to improve NPS:
Ask for customer feedback;
Dedicate yourself to the customer experience;
Make different service channels available;
Try to reduce the average response time as much as possible;
Invest in training your teams;
Look for ways to surprise your customers and exceed their expectations.
6 tips on how to increase a company's NPS
Word of mouth is still one of the best and most effective ways to promote a brand. After all, getting people to organically promote your products and services and speak highly of your company, recommending it to others, is every entrepreneur's dream.
To do this, you need to make customers feel more willing to recommend your company to a friend or family member , which will only happen if they are happy and satisfied with the solutions purchased, the service offered and the overall experience that the company provides for them.
With that in mind, find out below how to belgium business fax list improve your NPS and make more customers feel satisfied enough to recommend your company to others.
1 – Ask for customer feedback
To increase your NPS, you need to look at your company from your customers’ perspective. Ask them for feedback on different aspects of your business and listen to what they have to say.
This feedback can help you identify problems that you hadn't previously noticed , allowing you to make the necessary changes and improvements more quickly.
2 – Dedicate yourself to the customer experience
In this second tip on how to improve NPS, seek to dedicate yourself to offering a remarkable, memorable and satisfactory customer experience throughout the entire relationship cycle with them.
If the customer does not have a very pleasant experience, for example, when making a purchase, when requesting support or simply using the purchased product, they will hardly be willing to recommend your company to someone else.
See also: 3 tips on how to generate value for customers + importance of practice
The customer experience is dynamic and has been changing lately. Here’s what it could look like in a few years, according to this TEDx video:
3 – Make different service channels available
It greatly contributes to customer satisfaction and, consequently, the NPS score when the company offers different service channel options.
When a customer needs to request some type of support, clarify doubts or place an order, it is interesting to give them alternatives to contact the brand.
And, more than diversifying channels, it is necessary to ensure that they operate in an integrated manner . With the so-called omnichannel strategy, you can optimize service and also improve the customer experience.
Check it out: Let your imagination run wild when it comes to customer service dynamics!
4 – Try to reduce the average response time as much as possible
Another aspect related to customer service that can impact the results of the NPS index is the average time the company takes to respond to customer requests and resolve the demands presented.
The faster and more efficient your service is, the more satisfied your customers tend to be. Therefore, invest in automation technology that can provide faster responses and allow customers to resolve their issues themselves, leaving human agents to deal with more complex demands.
5 – Invest in training your teams
Investing in training is also a tip for those looking to increase a company's NPS.
With well-trained teams that are qualified to perform their functions, it becomes much easier to conduct internal processes and activities that directly or indirectly impact customer satisfaction levels.
See more: Discover the importance and how to do feedback training in 3 steps!
6 – Look for ways to surprise your customers and exceed their expectations
You will hardly be able to increase your NPS score if you only offer your customers the minimum, what they already expect from your company.
Your product itself and your relationship strategies need to be able to positively surprise them and exceed their expectations. This will be crucial for your customers to not only prefer to always do business with you, but also to recommend your brand to other potential customers.
Always try to deliver value at all points of contact and dedicate yourself to making after-sales service memorable.
Read also: 3 tips on how to generate value for customers + importance of practice
Well, these are our tips on how to increase a company’s NPS. What do you think of them?
Understand that you don't need to spend a lot of effort and make huge investments to captivate your customers, satisfy them and build loyalty.
Implement the best practices we mentioned here and increase your business's score on the NPS index.
And if your business is providing online courses and training, a quality learning environment is vital to satisfying customers.
It measures the level of customer satisfaction by calculating the likelihood of such customers recommending the company and its products to a close friend or relative.
The higher the NPS score, the more satisfied customers are with their experience with the brand, and the more satisfied they want their loved ones to be.
[MANUAL]
How to set up a home studio to record video classes?
In this e-book we teach you step by step how to record your classes at home, but with the quality of a professional studio .
I WANT THE MANUAL
Here on the blog, we have already written an article that teaches you how to calculate NPS. The focus of this content will be to show you some good practices and strategies that you can implement to increase your company's Net Promoter Score.
So, continue reading and check out 6 tips on how to improve NPS:
Ask for customer feedback;
Dedicate yourself to the customer experience;
Make different service channels available;
Try to reduce the average response time as much as possible;
Invest in training your teams;
Look for ways to surprise your customers and exceed their expectations.
6 tips on how to increase a company's NPS
Word of mouth is still one of the best and most effective ways to promote a brand. After all, getting people to organically promote your products and services and speak highly of your company, recommending it to others, is every entrepreneur's dream.
To do this, you need to make customers feel more willing to recommend your company to a friend or family member , which will only happen if they are happy and satisfied with the solutions purchased, the service offered and the overall experience that the company provides for them.
With that in mind, find out below how to belgium business fax list improve your NPS and make more customers feel satisfied enough to recommend your company to others.
1 – Ask for customer feedback
To increase your NPS, you need to look at your company from your customers’ perspective. Ask them for feedback on different aspects of your business and listen to what they have to say.
This feedback can help you identify problems that you hadn't previously noticed , allowing you to make the necessary changes and improvements more quickly.
2 – Dedicate yourself to the customer experience
In this second tip on how to improve NPS, seek to dedicate yourself to offering a remarkable, memorable and satisfactory customer experience throughout the entire relationship cycle with them.
If the customer does not have a very pleasant experience, for example, when making a purchase, when requesting support or simply using the purchased product, they will hardly be willing to recommend your company to someone else.
See also: 3 tips on how to generate value for customers + importance of practice
The customer experience is dynamic and has been changing lately. Here’s what it could look like in a few years, according to this TEDx video:
3 – Make different service channels available
It greatly contributes to customer satisfaction and, consequently, the NPS score when the company offers different service channel options.
When a customer needs to request some type of support, clarify doubts or place an order, it is interesting to give them alternatives to contact the brand.
And, more than diversifying channels, it is necessary to ensure that they operate in an integrated manner . With the so-called omnichannel strategy, you can optimize service and also improve the customer experience.
Check it out: Let your imagination run wild when it comes to customer service dynamics!
4 – Try to reduce the average response time as much as possible
Another aspect related to customer service that can impact the results of the NPS index is the average time the company takes to respond to customer requests and resolve the demands presented.
The faster and more efficient your service is, the more satisfied your customers tend to be. Therefore, invest in automation technology that can provide faster responses and allow customers to resolve their issues themselves, leaving human agents to deal with more complex demands.
5 – Invest in training your teams
Investing in training is also a tip for those looking to increase a company's NPS.
With well-trained teams that are qualified to perform their functions, it becomes much easier to conduct internal processes and activities that directly or indirectly impact customer satisfaction levels.
See more: Discover the importance and how to do feedback training in 3 steps!
6 – Look for ways to surprise your customers and exceed their expectations
You will hardly be able to increase your NPS score if you only offer your customers the minimum, what they already expect from your company.
Your product itself and your relationship strategies need to be able to positively surprise them and exceed their expectations. This will be crucial for your customers to not only prefer to always do business with you, but also to recommend your brand to other potential customers.
Always try to deliver value at all points of contact and dedicate yourself to making after-sales service memorable.
Read also: 3 tips on how to generate value for customers + importance of practice
Well, these are our tips on how to increase a company’s NPS. What do you think of them?
Understand that you don't need to spend a lot of effort and make huge investments to captivate your customers, satisfy them and build loyalty.
Implement the best practices we mentioned here and increase your business's score on the NPS index.
And if your business is providing online courses and training, a quality learning environment is vital to satisfying customers.