When a customer gives a Detractor score in your NPS® survey, how long do you have until he leaves?
The answer to this question depends on a number of factors, from your responsiveness to your ability to connect with the customer, solve his problems and improve the experience with your product.
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Since it was first introduced in 2003, Net Promoter Score® has established itself as the primary metric for measuring customer satisfaction, retention and potential growth.
However, it’s certainly not the only customer satisfaction metric out there. From CSAT and CES to alternative methods of measuring customer satisfaction, the world of market research is full of useful methods of recording customer sentiment.
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Monthly recurring revenue, or MRR, is the lifeblood of any SaaS business. If your company is charging the clients on a monthly base, signing up new customers and keeping them onboard has an incredible impact on your revenue, growth rate and profits.
The only problem is that MRR can be notoriously difficult to calculate accurately. As customers join and cancel, projecting your monthly recurring revenue for two, three or six months into the future can be a serious challenge, even for the most data-focused businesses.
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Most people think of Net Promoter Score® as a system for measuring customer satisfaction and improving retention.
But NPS® can be far more than this. When used creatively, Net Promoter Score can play a key role in your prospecting and sales process by letting you learn what customers are looking for and how you can provide it.
In this post, we’ll look at how you can use NPS as a sales research tool to help you close more sales opportunities and convert more prospects into paying customers.
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Here’s an interesting question for B2B companies that use Net Promoter Score to get feedback from their clients:
Scenario: You run a B2B company that sells software. Who should you survey? Should you ask your key contact to complete your NPS survey, or should you send it to every user that engages with your product?
Based on our reading, it seems that the majority of Net Promoter Score users believe it’s best to survey your key contact. However, we think there’s a case to be made for both options, plus the third option: sending your NPS survey to end user and your key contact.
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As a marketer or entrepreneur, email is the most effective channel you have for communicating with your customers.
Unlike social media, which is crowded and full of distractions, an email inbox is a direct path to each of your users, subscribers or customers. And unlike a phone call or messaging app, email is convenient and scalable, requiring just as much effort to reach one person as 100 people.
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It’s easy to view conversion optimization as a luxury. After all, when your team is busy working on new features and improving your product, the idea of spending the time to potentially achieve a small uplift in conversions can easily seem wasteful.
Of course, this ignores the fact that conversion optimization is all about the small, measurable changes that can have an immensely positive long-term effect on your business.
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A great advantage of the Net Promoter System, aside of its simplicity and insightfulness, is that it works with any business models such as B2C or B2B, and business types and industries.
Originally, the NPS surveys were sent at standard intervals, such as every quarter, once every six months and so on. This surveying model is known as Relationship NPS, which measures how your customers satisfaction with your company or product changes over a specific period of time. And this is a model that would fit any company that wants to implement a basic Customer Success strategy.
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One of the biggest strengths of Net Promoter Score is its simplicity. Once you’ve built a large enough customer audience and started using Net Promoter Score product, surveying your customers and acting on their feedback becomes a simple, scalable process.
Despite this, a surprisingly large number of businesses make avoidable mistakes when using the Net Promoter System to gather feedback.
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There’s much more to Net Promoter Score than just the quantitative ratings users leave for your product.
By asking the right questions to your customers, you can earn valuable feedback, generate real testimonials for your website and even discover opportunities for improvement to help you create a better product or service.
Just like the wording, phrasing and tone of a question can have a huge impact on the person’s response in a real conversation. Your choice or words can have a massive effect on how your user or customer audience responds online.
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