Customer experiences are happening all the time.
While you are in planning meetings, at vendor events, networking, at home and on vacation.
Your business never stops.
Whether at your location or on line, your customer is always interacting with you.
How do you interact with your customer?
How do you keep your finger on the pulse and your eye at what is going on at each of your portals of interaction with your customer?
For feedback, for ratings, for opinions.
And then talk.
Smiley Faces and Rating Scales!
Customer feedback surveys can be simple or complex. Each has their place in the customer experience evaluation process.
Proponents of the Net Promotor Score (NPS) say start simply. Primarily because you will increase your rate of response.
Ask two questions:
- Based on this experience, how likely are you to recommend our product/service to a friend or colleague? (1-10 scale – or smiley to frowny faces!)
- What is the most important reason you gave this score?
The average of the 1-10 answers provides you with the NPS for your business. Or, the number of customers who are loyal (promotors), passive or detractors.
While there is much discussion on whether NPS measures loyalty, Market Viewpoint client feedback experiences have found that the NPS is a launching pad for deeper interaction and discussion.
Dig Deeper and Develop Relationships
Based on the NPS response, it makes sense to follow up with another survey, by email or phone, with the promoters and detractors to understand further why the experience was recommendable or not.
When you engage with customers to tell you about their experience you:
- Understand what your customers like and don’t like. This valuable information can be used to tweak and make changes in your product, service, venue, website and more. Why not go to the source to find out what you can do better to serve?
- Involve your customers in the process. People like to be needed and heard. By offering them an opportunity to engage with you at a deeper level, your customer is made to feel valued.
- Have a reason to follow up, talk to and develop a relationship with your customers. You earn customer loyalty through listening, discussion and follow through.
Your customers’ experiences are happening all the time. Start talking to your customer before they start talking to others on social media and online.
Give the promoters even more reason to promote you – and the detractors reason to begin to put smiles on their faces instead of frowns!
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Do you want more information on how to create a centralized system for customer and employee feedback? Contact us today to schedule a free market research consultation