Leveraging Net Promoter Score in Your Business
Section 7: What Not to Do with NPS. Avoid these common pitfalls.
It can be tempting to use rewards and gimmicks to increase your NPS, but this does not lead to lasting improvements in your customer's experiences. Providing a coupon in return for a review might influence a customer to return to your business, but it does not actually improve any of your customers' experiences. Also, once the coupons stop coming, they will look elsewhere as you have devalued your services in their eyes. Avoid coupons, rewards, and bonuses to drive NPS.
Do not punish your staff for low NPS scores (of course there are exceptions to this for malicious acts, HR violations, etc). Complaints that Detractors identify might be out of their hands or are process-oriented issues. Work with your staff to understand gaps in service and strategize together how to fix it. Looping your staff into the process is key to future success. Working with them, not against them, will benefit both of you in the long run.
Under no circumstances should you offer compensation to customers for positive reviews or positive feedback. Not only is this unethical, but you are only hurting yourself because you are losing the true benefit of NPS, which is making improvements to your business that benefit your customers by listening to real, authentic, unaltered feedback - the good, the bad, and the ugly.
It is easy to get caught up tracking NPS and focusing too much on it. While NPS is a powerful tool for improving your business, it is not the only tool. It is important to have a well-rounded customer experience (CX) approach and know that NPS is not the be-all end-all of your success. Likewise, attaining a perfect NPS score is not the goal. The goal is to incrementally improve your score over time.
Tune in next month for the next section from our latest whitepaper "Leveraging Net Promoter Score in Your Business".
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"Creating good employee experience is the first step in good customer experience. Customers experience your brand and company through your employees, so empowering and educating them is not only a good business practice, but a good branding practice.
According to this article from Entrepreneur.com, "When employees are engaged, they are far more likely to ensure customers are satisfied with your products or services — because they're able to deliver great things.
And consistent customer engagement is the gateway to maintaining your customer relationships throughout their lifetime."
Read full article on Entrepreneur.com