The most common challenges TPS businesses face are keeping up with the latest demand, the need for constant innovation, and fast growth while maintaining good client relationships. You need tools to help you gather insights about how your clients feel, understand what you're doing well, where you need to improve, check the most recent customer demands, measure the client relationship status, help profiling your customerbase and even expand it with new leads and referrals. All of this in one single tool - a NPS campaign. But what is NPS?
Surprise! You know what NPS is. For sure you were asked many times 'How likely are you to recommend [your recent Amazon purchase/your electricity provider/the new game you just downloaded/the meal you ate at the restaurant/etc.] to a friend or a colleague?' on a scale from 0 to 10. The local pub knows: if the score is low, well, that dish probably didn't taste good, they need to add some more spices. If the score is high: their customers enjoyed their dinner and they are bringing uncle Sam and his family to the pub next week, ramp up!
If the local pub knows this and that's how they set on the right course, don't you need to do the same? A TPS business is heavily relying on clients' trust and recommendations. So yes, you need to have this!
NPS is a simple one-click question that gives so much information. It measures the retention level, or, in other words, it checks how loyal your customers are.
NPS helps to:
- Build and fill in the customer lifecycle. Company profiling.
Based on the current phase a client falls in, you can easily segment out customer groups and scale more individual approach. (Yes - you can bring automation and individual approach together, it is achievable!).
- Enhance contacts profiling.
You can now distinguish the champion contact from the trouble-maker. You won't have the same approach if you know co-founder n.1 loves your business, while the co-founder n.2 complains a lot, right?
- Reduce and prevent cancellations.
You're capturing potential churns beforehand. NPS can detect situations that stand beyond customer satisfaction. E.g., your client is genuinely happy with your services, but they are cutting costs. If you know this, you can offer them a special reduced plan with less activities involved, but still keeping them as a client.
- Understand main painpoints and improve.
E.g., more than one contact indicate you are slow to reply with your service tickets. It's time to do something about it before it gets more critical.
- Find out your customer expectations.
You notice more and more people request a [service/a feature/an item], you might need to consider it.
- Define priority on what to do next.
Clients are alarming about this. You have to do it first.
- Expand your marketing campaigns.
They said they are ready to recommend you. Welcome, promoters! And welcome, promoters' friends!
So what are you waiting for? Ask your customers the NPS question.
Tips on your first NPS campaign: How to Set Up Your First NPS Campaign
Tips on what to do with NPS data: How to Act on NPS Data to Reduce Churn