The New NPS Best Practices Webinar Recap and Video
You know your Net Promoter Score. But do you know how to make that score go up? How about leveraging customer feedback to fuel growth?In order to unlock a world-class score (top 10% of your industry), as well as the business results that go with it, smart organizations are changing the game on their NPS strategies.
During our recent webinar on The New NPS Best Practices, Christina Blanchard from successful B2C company, Schweiger Dermatology Group, and Scott Renna from fast-growing B2B SaaS company, Cofense, talked with AskNicely’s own Aaron Ward about the new tenets of NPS and how they are using these strategies to grow their businesses and their NPS score.
Here are some highlights from the webinar:
The key to growth is getting the right experience to every customer, every day. We all know it’s easy to say and hard to do. So how do you do it? Schweiger, Cofense, and AskNicely do it by using NPS to collect daily feedback, inform the frontline staff, and take the next best action. In this webinar they explored the 5 tenets of actioning NPS, the best practices surrounding them, and the success they’ve had after they implemented the new practices. Want to hear for yourself? Click here to get the recording.
5 Tenets of Actioning NPS
#1: Build a company culture on continuous daily feedback. Listening to customers every day avoids feedback avalanche, makes follow-up practical and actionable, and means you aren’t ignoring your customers on all the other days.
Best practices around the first tenet:
- Keep it simple,
- use the right channel,
- don’t over-survey, and
- personalize the survey.
“We rebranded NPS to CCS — Continuous Customer Sentiment. As we move toward surveying daily, we’ve found it gives people time to digest it and people start to look forward to getting the results,” Scott said.#2: Integrate your CRM platform. By using your existing CRM, you can collect feedback at the right time, increase response rates by being in the right place, instrument the customer experience based on your data, understand how customer happiness happens at different points in the lifecycle, and create accountability for front-line teams.
Best practices around the second tenet:
- Trigger a survey directly after a “moment of truth,”
- use profile and event data to enrich the feedback via segment, location agent, etc.,
- personalize the survey with event data, and
- ensure the integration works both ways, i.e. trigger the survey and store feedback in the CRM.
#3: Make NPS Personal. By tracking your score at a team or personal level, you give everyone the information they need to exceed your expectations. Set targets by location and function, and build rituals for review and improvement so that you can catch people doing things right.
Best practices around the third tenet:
- Use role-relevant measurement,
- team huddles,
- rewards and recognition, and
- give them a great story to tell.
“We have our overall company score, of course, then NPS broken down by location, by provider and by region. The [feedback] goes directly to the provider or their general manager. Our KPI for our company was 80 last year and 82 this year. When a location or provider hits this, then, they’re Club 80 and celebrated. When they hit a certain level of reviews, then an email goes out and they are celebrated,” said Christina.#4: Get real-time NPS on every screen. You can maximize adoption across the organization when NPS is front and center. Enable every team member by using the right screen for the role and integrate NPS into the tools your people love and are already using.
Best practices around the fourth tenet:
- Use TV dashboards in high-traffic office areas,
- use a mobile app for executive and on-the-road roles, and
- integrate into core platforms such as CRM, team collaboration and support tools.
Successful companies have found the concept of “NPS everywhere” very helpful for employees who don’t normally see customer feedback.#5 Take action and drive advocacy. This is about putting things right, making service improvements, and driving reviews and customer advocacy.
Best practices around the fifth tenet:
- Act on every comment,
- create ownership for followup,
- use workflows to act on individual comments at scale.
- Use text analytics to prioritize improvements and tell your customers and ask happy customers for reviews and referrals.
- Remember a response is a signal that customers are open talking to you about your product and services. Be sure to listen and let them know they are heard.
“A lot of times people will leave without saying anything and then a few days later go online and leave a bad review,” Christina said. “We survey within hours of a visit and if they had a bad experience our provider or general manager can contact them and make things right before they leave a review.”Want to learn how Schweiger Dermatology has used these best practices to achieve an 80+ NPS and to grow from the 5th to the 4th largest dermatology group in the United States? Want to hear first-hand how Cofense uses them to directly impact and improve the product and create relationships across their company with in-app NPS? Listen to the webinar now.