NPS Blog

No gains from your loyal customers? Five questions to ask

If your company has earned high Net Promoter Scores, it’s reasonable to expect that you’ll outperform your competition. But sometimes that doesn’t happen—at least not right away. If you’re wondering why your strong service hasn’t yielded better-than-average performance, here are five questions to ask:

  1. Do you know what makes your promoters enthusiastic about doing business with you? Your best customers have experienced you at your best, and they can often provide useful insights into which of their needs you are best able to serve. That allows you to understand the value you provide to customers and, if necessary, to sharpen your focus.
  2. Do you have the right products at the right prices? Customers may love what they have already bought from you, but if your other products and services aren’t what they need or aren’t priced competitively, they’ll look elsewhere. Make it easy for them to choose your products.
  3. Are you selling effectively? Underdeveloped sales capabilities can keep you from translating customers’ good feelings into more business. Your high scores indicate that your customers are probably willing to buy more from you. But you might not be offering them what they want at the right time or in the right way.
  4. Are you giving your promoters tangible stories to tell? People tell stories about their exceptional experiences with companies. They say to their friends, “You won’t believe what just happened to me.” If your customers’ experiences are good but unremarkable, don’t count on happy promoters to bring you more business.
  5. Have you provided a platform on which to tell those stories? Delighted customers can always tell their friends in person, but if they have a forum (either online or in the real world) for sharing it with other like-minded people, they can tell many more.

High Net Promoter Scores alone won’t guarantee profitable, sustained growth. True loyalty leaders develop the skills and the capabilities necessary to give customers more of what they want: opportunities to make their lives better and to bring their friends along for the ride.

Learn more: Converting loyalty into economic advantage

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