Using Your Net Promoter Score

istock_000003411173xsmall.jpgThe other day, I talked about how to calculate your net promoter score. This score allows you to see how many of your customers are promoters and how many are detractors. Once you are armed with this information; what can you do? How can you increase the amount of customers that are promoters?

One way is too avoid bad profits as I talked about in a previous post. However, this will only prevent detractors and will not necessarily create promoters.

At ReadyTalk, our focus is upon building advocates by allowing our customers to be heard and by providing exemplary customer support. We conduct usability testing with our customers before new product releases, we give them several avenues of real time feedback about their conference experience and we have dedicated account managers to each one of our accounts.

Our support is done in-house and is available 24/7. We even have an advocacy officer who is in charge of making sure programs and processes are in place to create promoters. Our CRM solution has a advocacy level indicator on each account and it is the responsibility of the account manager to move the needle.

While all of the above is great, the most important thing you can do is hire properly. Our hiring process is focused on employees that have customer service as a core value no matter their job function. If customer service is a core value you hold, you will be driven to help your customer's succeed and will take it personally when you fail. Regardless of the programs you have in place, without customer service as a core value of your employees, an advocacy program may never succeed.

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