Improving your NPS using Digital Customer Experiences
- 05 Jan
Improving your NPS using Digital Customer Experiences
Would your customers recommend you? Learn how the NPS can influence how your business brand, marketing and its communications.
NPS (Net Promoter Score) is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company's products or services to others.
Your NPS serves as an alternative to traditional customer satisfaction research, and gauges the customer's overall satisfaction with a company's product or service and the customer's loyalty to the brand.
With the digital trend shifting away from investing large sums of money in online advertising and digital marketing, companies are focusing on improving their Digital Customer Experience (CX) and Journey.
By improving the customer experience and journey, the investment within digital marketing by default reduces due to better quality leads and a much higher sales conversation rate.
How to improve your NPS
(1) Research your customers
Understand what your customers think about you.
Spend time to build a set of focused surveys to your customers, partners and even prospects to gain their view on your business.
Categorise your survey into relevant sections covering;
• Your brand and message
• Marketing and communications
• Sales engagement activities (education and nurturing)
• Solution / Offer
• Customer Service & Support.
Supporting Links: Understanding your customer's Digital Customer Experience
(2) Implement personalisation and contextual relevance
It sounds complicated, BUT it shortly it will become the ONLY way your brand will be able to connect with your audience.
As you complete your digital transformation, you will quickly realise that the digital customer experience and journey will focus on customer profiling (personas) incorporating elements such as;
• Customer profiling
• Customer challenges and problems
• Customer research and purchase decision-making process
• Education and awareness
Supporting Links: Digital Customer Experiences and Journeys
(3) Undertake a Digital Transformation Project
The advent of digital technologies has turned the traditional way that companies communicate with their customers, collaborate internally, and market their business on its head.
It’s paramount that companies of all sizes and within any industry segment work with digital transformation agencies like rev™ Digital Transformation to help them understand, plan and invest in their digital transformation project.
Supporting Links: Beginning your Digital Transformation Project
(4) Implement some customer service and sales training
The BIGGEST impact on your NPS score is customer service.
It’s not only important that you provide your staff with excellent training, but it’s now become the ‘new normal’ to also be providing them with mentoring and coaching services.
Successful marketing and sales companies each have a framework, process and training in place to make every sales opportunity count.
Supporting Links: Implementing a Training & Sales Development Program
(5) Communicate changes to your clients (and staff)
Changes in your business will be inevitable.
How your clients accept these changes will be a direct result on how you communicate it to them.
The change affects everyone differently, so here are our best tips for communicating change with your customers.
Supporting Links: How to Communicate Changes to your Clients
(6) Implement your marketing and sales programs
There is no use spending money on marketing if you haven’t completed the previous steps to understand your customer’s needs or defined your customer experience and journey.
Now is the stage when you kick-start your brand marketing, update your website SEO (Search Engine Optimisation) and build your social media and digital marketing campaigns.
Supporting Links: Implementing Social Media & Digital Marketing Campaigns
The project doesn’t end here…
Remember to monitor the progress, review your reports, and then improve and enhance.
By implementing these changes, your company will be able to improve your NPS score and use this powerful tool to continually provide critical insights into how you are performing in the eyes of your customer.
Need some help?
Visit our Digital Transformation Project Dashboard where you will find a range of information and tools to help you with your digital transformation project.
Alternatively, contact us on +61 3 9863-7444 or email us at firstname.lastname@example.org
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Keywords: NPS, Net Promoter Score, Customer Survey, Customer Service, Digital Transformation, Digital Customer Experience, Digital Customer Journey, Digital Channel Marketing, Digital Experience Solutions, Digital Marketing, Social Media Marketing, Business Strategy, Marketing Strategy, eCommerce