Customers give a rating from 0 to 10 which means the following:
- Detractors: These are customers who give a score ranging from 0 to 5. This means that customers are not satisfied with your brand and would not recommend it to others.
- Passives : These are customers who give a score between 7 and 8, which means that it would be very easy for them to leave your brand and go to the competition.
- Promoters: These are customers who give a score of 9 and 10. This means that they are happy with your brand and would recommend it to other people.
The Net Promoter Score is calculated as the difference between the percentage of promoters and detractors.
NPS is not expressed as a percentage, but as an taiwan phone number data absolute number between -100 and +100. For example, if you have 25% promoters, 55% passives, and 20% detractors, the NPS will be +5.
To measure the experience at each stage of the customer journey, the Net Promoter Score is one of the most widely used indicators by organizations.
Share data across the company
The last of the tips for improving customer experience is the exchange of information throughout the company. A successful customer relationship is the result of working together!
You need to be unified across all departments in the company. Marketing makes promises, the rest of the business represents those who deliver on them.
Internal alignment is required to enable customers infrastructure: cloud computing and wan optimization to have seamless and continuous interactions. Therefore, marketing teams must become essential partners to sales and customer service teams.
We must keep in mind that it is by sharing data between departments that we can use it to produce increasingly remarkable customer experiences.
Why is it important to maintain a successful customer experience?
As we mentioned before, today’s competition is fierce, it’s not just your brand that offers a certain product and service , there are hundreds out there that share your features, prices and uses.
That’s why the element that will help you stand out is customer experience. If you still don’t believe this is true, we have 5 reasons that will help you confirm it.
1. You improve customer satisfaction and inspire confidence
A customer who has had a positive experience with your brand will be a satisfied and happy customer.
In a world where we are affected by hundreds of brands and advertisements every day, a quality customer experience, which also results in personalization of the relationship, shows the customer that he is unique and thus establishes a lasting and trusting relationship.
We have this guide for you that will help you create a relationship with customers .
2. You strengthen customer loyalty
For many, maintaining customer loyalty may seem like an obvious process. However, not all organizations see it this way or fail to understand it sufficiently.
When a customer has a memorable experience, they are more likely to maintain their brand loyalty.
3. You get brand ambassadors
A positive customer experience can transform satisfied customers into true brand ambassadors .
When your customers feel happy, they will not hesitate to tell their friends, family or share your brand on social media.
4. You improve your brand image
A company that cares about its customers and offers them an experience that meets their expectations also manages to improve its image in the market.
This translates into a better reputation, positive brand feedback, and great business opportunities through referrals.
5. You stand out from the competition
Nowadays, brands must use different proposals to stand out from the competition and win the hearts of consumers, since it is very difficult to distinguish themselves.
Customer focus is ideal for setting yourself dy leads apart from other businesses. If you focus on offering the right service and product, your customers will not hesitate to come back.
In general, customer experience is a challenge for companies and must also be a priority.
By this we mean that the customer must be the focus of the business model; a good product is no longer enough when you want to stand out from the competition and win the largest number of consumers.
We hope you put our tips into practice to improve your customer experience. We wish you much success!