Who’s Afraid of the Big, Bad Feedback?

We regularly speak with companies that are interested in starting a Net Promoter Score℠ (NPS®) feedback program. We sometimes see a strange phenomenon: People offering various objections to getting started. This comes as a surprise to us, given how easy it is to get started. A simple survey question for customers to answer, and a … Continue reading Who’s Afraid of the Big, Bad Feedback?

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“Double-Click” To Get The Most From Your NPS® Surveys

Net Promoter Score℠ (NPS®) surveys can help you decode many things about your business.  Most people start by looking at the global NPS trend. To get the most value from your analysis, I recommend “double-clicking” on your NPS results and looking more closely at what’s below the surface. Level 1 analysis: for your entire account … Continue reading “Double-Click” To Get The Most From Your NPS® Surveys

Net Promoter ℠ Is All About Change Management

If you want to be successful with any customer feedback program - NPS ® or otherwise - you need to think of it as a catalyst for change first and foremost. Which means you need to pay attention to the impediments to change, lest all that customer feedback is ignored. Customer feedback is about learning something new … Continue reading Net Promoter ℠ Is All About Change Management

3 Ways to Improve NPS® Using Email

We wrote recently about how we’re analyzing NPS® all wrong.  We need to look deeper at the engagement and usage history as the drivers of NPS. And perhaps worry less about customer segmentation as a source of new insights. Since email is a primary communication channel, how can we use it to improve NPS? Make … Continue reading 3 Ways to Improve NPS® Using Email

Are We Analyzing NPS® All Wrong?

If you believe in Net Promoter Score® (NPS) as a key measure of customer loyalty and future purchase intent (as I do), then you’re naturally drawn to analyzing your survey results.  But are we doing it all wrong? The basics First, let’s assume that the basics of survey response analysis remain true: Mining the comments … Continue reading Are We Analyzing NPS® All Wrong?

Four Traits to Look for When Identifying a Customer Advocate

For any company, identifying the right people to champion your product is critical to your success.  These people are your advocates. An advocate speaks for your customer with an insider’s view. They share their personal knowledge and positive experience with your product with their coworkers and friends while providing you with valuable feedback on what … Continue reading Four Traits to Look for When Identifying a Customer Advocate

3 Steps to Turn Passives into Promoters

We’ve written previously about how to turn Detractors into fans and Promoters into advocates using your Net Promoter℠ program.  However, Passives are another type of customer altogether.  Read on for three ways you can turn more Passives into Promoters. Find the Signals Understanding what’s holding a Passive back from being a Promoter is a challenge … Continue reading 3 Steps to Turn Passives into Promoters