The very FIRST things I do for a client is implement Net Promoter Score inside their company.
It is an absolute WEALTH of information. Here are just a few ways we leverage NPS:
- To give the company insight into what operational fixes they need to implement to make customers happier
- As an early warning system for potentially HUGE problems before they become PR and/or customer service catastrophes
- Give us an idea of what is really important to the Promoters (thinking about messing with a product or service? don’t even think about it until you’ve scoured the NPS data… it could be a major factor for Promoters doing business with you)
- Test new product ideas, services and/or options.
I’d like to talk more about this last one: Test new product ideas, services and/or options.
If one of my associates is cataloging NPS information and a trend shows the Passives (or Promoters) saying things like, “You know, I’d rate you guys higher but you don’t offer the X-7000 model with the Widginator attached. I love the price but it sure is a hassle to buy them separate and have an employee attach it here. I’d pay extra if it came that way so long as it wasn’t too much extra.”
Interesting feedback, huh?
But, how do you KNOW if it is even worth the effort?
Here’s what I do. Segment 5-10% of your email list and write an email subject line that says, “X-7000 Model with Widginator Attached.” The body of the email would say something like,
Hi Bob,
Jason here from Customer Relations at xyz.com. Recent customer feedback has shown great interest in the X-7000 Model with Widginator attached. However, we don’t know if it’s just something a few of our customers want or there’s a great demand for it.
Can you help me?
Would you be interested in something like this provided it comes with the same great prices and support as the rest of our products? If it turns out it IS a great need then we’d love to add it to our product line in the near future.
A short email saying yes or no would help me a great deal.
Thanks,
Jason
The email subject line is written simply describing the product or service. That way the open rate itself will give you a great deal of feedback. And, the body of the email should net you even MORE good data on whether your company should investigate further. If you do then you’ll already have a fair amount of prospects (those who opened the email) to market to.
It’s little techniques like that which make The Net Promoter Score such a goldmine.
Jason
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