Improving Your NPS through Enhanced Customer Experience

To start, did you know that 90% of customers who had recently interacted over the phone with a customer service agent stated that the interaction had an influence on the score that they provided for likelihood to recommend that brand? Net Promoter Score or commonly referred to as NPS provides the primary KPI in measuring how your customers rate their interaction with your brand overall.

When customer service teams understand and can act on what customers say, think, and feel across the omnichannel experience, interactions are more enlightened and more effective. A contact center armed with holistic customer feedback is enabled to adjust and evolve to match their customers’ needs. Workflows can be aligned to contextual considerations, and high-value customers can be saved from switching brands. Direct, indirect, and operational data bring insights together to inform recommendations, and optimize transaction success that increase customer satisfaction (CSAT). In this article, we will uncover strategies to improve your NPS and overall customer experience.

The Change in Consumer Buying Behavior

According to the BrightLocal survey, an overwhelming 86% of customers read online reviews before making a buying decision. This simple marketing tool may have a huge impact on customer’s behavior – both positive and negative.

Business owners have to pay a great deal of attention to the feedback and read reviews to understand consumers’ needs. For example, people frequently express their sympathy leaving positive feedback or give a hint what would make them buy again.

The process of making a purchase decision has several stages: problem recognition, a search for the information, assessment of alternatives, the purchase, and after purchase assessment. Every stage is closely connected to psychological factors as most of the marketing activities are aimed at appealing to the desired state of a customer.

The aspiration to make a purchase leads to motivation . . .want. Motivation in itself pushes people to take action. And a good review is a good stimulus for motivation.

Everyone has a Microphone - Social Media and Search

Word of mouth advertising is one of the effective, if not the most effective, advertising initiatives. Did you know, a huge 68% of users will often go straight to a business’s social media profile to read reviews.

Whether your business sells a product or offers a service, customers online want to see real people talking about your brand. They want to see what you have to offer and if it’s worth their time and money.

Each social media platform has a unique way of providing genuine information about your business to potential customers. These new customers may be using your services or products for the first time, or thinking about using your business.

The Impact of a Negative Review

Yes, we are throwing stat after stat at you, but the significance of your customer experience cannot be understated. A whopping 80% of people said a negative review prevented them from choosing a particular business.

Due to the widespread use of the internet, online reviews have become more common, affecting businesses more than ever. Consumers are always looking for new places to spend their money. However, consumers are looking to spend their money on quality services and products. How does one know if a product is worth their hard earned cash? Well, reviews of course.

The days of making claims or using a celebrity in a TV ad have not come to an end and are still effective in creating awareness and consideration for new customers. However, with the shift in consumer buying behavior - your customers want to substantiate your claims through social proof in search and social.

The Power of Advocacy

According to studies, 83% of consumers are willing to refer brands after having a positive customer experience.

When customers and prospects see that your business takes the time to respond to, and provide solutions to all customer complaints (whether on your own website, social media, or third-party review sites), it makes it more likely that those people will become customers, as well.

The power of brand advocates. There's an old marketing adage that says the best tool in your advertising arsenal is word of mouth. That is, if you create loyal, satisfied customers, they'll spread the message about your brand and drive new business through recommendations to friends and family. Good customers attracting more good customers will improve your NPS ratings significantly (while improving retention and life time value).

The Importance of Timely Response

Finally, responding quickly to your customers will grow your business. A study of more than 500,000 interactions found that customers are willing to spend more with a business that responds quickly to their enquiry. Simply put, a fast response generates higher revenue.

Average first response time is one of the most important customer service reports used to understand how you are performing. It looks at not just the one-off response for a single customer, but the average response time for your entire department.

Reducing response times and responding to your customers with helpful and relevant information is the key to customer service success!

Therefore, if you want to improve the experience for your customers, then you need to make reducing your average FRT a priority for your business.

Measurement & Coaching - Make Data Dance

Often when we ask our clients if they have data, the answer is typically “yes”. However, when we ask if they receive actionable insights to drive decision making and strategy . . . the answer is met with a frustrated, defeated sentence that summarizes to a “no”. Companies can be data rich, information poor - which only causes more noise.

Data should be informative and actionable - especially as it relates to your customer (and therefore your revenue and retention). Start fresh, look at your customer experience as a whole not only in NPS, but as it relates to satisfaction, timeliness, and ideally - self guided knowledge centers that help proactively meet customer inquisitions.

The Impact of Employee Engagement & Alignment to Customer Experience

To round this out, it cannot be overstated how much employee engagement relates directly to your customer experience. Especially within a contact center. Your employees are engaging directly with your customers - and own the customer experience at that point. Even if your customers are not happy with the product or service you offer, if your team engages in a way that shows care, empathy, and a willingness to help resolve - 9 times out of 10 your customer will not only stay with you, but refer you to others!

Take care of your employees so they can better care for your customers!

To learn more, contact us by calling (801) 993-1992 or let us know more about you here by hitting “Get Started”. We start with getting to know your company, your pain points, and vision. Then we roll up our sleeves and help guide you through our discovery process that will provide measurable results that grow topline and improve profitability. We stand by our results with a 2X ROI, guaranteed. Contact us today to get started on your growth journey tomorrow.