save costs: track your net promoter score!
TRANSCRIPT
The Cost
Have you ever worked out, or even just wondered, how much does it take to win a new customer?
The answer ranges from 4 to 10 times more than trying to keep an existing one.
The Solution
There’s an efficient way how to keep your customers without setting you back much: Stick to the Golden Rule – treat others like you would like to be treated. Then track your NPS – to see the likeliness of your customers recommending you.
It’s Not Just About Money
Many customers stay with a company even when there are cheaper options on the market because they like the way the company treats them.
A positive attitude makes up for the difference in cost!
Save on MarketingExcellent customer service is invaluable: Measuring its quality is a must if you would like to save your marketing costs and win new clients using your existing clients’ referrals.
That’s where following your NPS comes in handy!
The Ratio
You may find that the ratio between the cost of measuring your NPS doesn’t even equal the cost of winning one single customer via using traditional marketing tools.
The NPS results also give you an excellent idea of what you need to work on in your product.
Ask and Win Happier Clients
Asking for customers’ ideas also makes them feel like you care and are willing to take a step toward increasing their happiness.
68% of clients opt out because they believe the company doesn’t care about them.
A takeaway: just show your customers you care and retain the 68%.
Increase Your NPS:
Asking your customers how satisfied they feel after resolving a support ticket can significantly increase the NPS they give you.
Win New Customers By Tracking Satisfaction
Still, tracking customer satisfaction is relatively rare: It could even win you new customers because your clients might brag to their family and friends about having the opportunity to give feedback.
Stay tuned to learn more about NPS.
Read more here.
We pick companies because of their products, but we often leave them because of
theirs service failures.
Matthew Dixon, Nick Toman, Rick Delisi
THE EFFORTLESS EXPERIENCE
“
”
