Only those businessmen will be successful, who know how to manage their customers and treat them as a king. All the marketing strategies for every business are all about managing the customer. Whoever has understood this secret, can be successful in any kind of business.
Even in the age of e-commerce, you can find many different techniques are used for creating customers and also managing them. These days you can find people are adopting many new innovative ideas to increase NPS via customer loyalty and retention programs.
Let’s try to understand in this post briefly what customer experience and loyalty programs are all about. There are a few marketers who adopt a sampling way to understand their market and customer behavior.
In an ideal situation, anyone will love to collect data from the entire population, however, that is neither practical nor feasible. Hence a sample of audiences is selected and through them, market research is done to know what a customer really wants.
Generally, while doing this research, a few sample audiences are selected whose inputs will offer a minimum amount of error. Based on their input the market demand is established. There are several ways to survey and some of them are:
- Telephonic survey
- Online market survey
- Selecting a small cross-section of people and interviewing them.
By pursuing the right methods of sampling in market research one can get powerful insights about the market through a market survey to perfection.
What is NPS?
These days’ e-commerce retailers have started using NPS (Net Promoter Score) for measuring the possibility of any customers recommending any product or service to their friends and family or they can buy once again. This will let a merchant measure how happy his customers are with his service.
How a loyalty program can boost your NPS?
One can implement the following strategy to boost their NPS.
- Implementing a feedback loop
If your loyal customers have shared their opinion about your product and service, then they will look forward that you will again get in touch with them to create a feedback loop. This will enable you to get honest feedback. In case they refuse to participate then you can offer a certain incentive for their response.
- Use rewards
If you find that your NPS score is pretty low then you should not just keep it under the carpet. You need to carefully analyze your customers and offer them certain incentives or rewards if they again avail of your service.
- Send thank you message
The least that you can do to boost up your NPS, you can send thank you a message to all your customers who have availed of your service. You can also say thank you to all those promoters who might have offered some contribution to generate customers for you.
You must therefore first try to identify who are all those promoters first.
There are a few teams that are working who can help you to know more about NPS for driving a better customer experience and loyalty.