Net promoter score (NPS) is a bread-and-butter metric for a reason. If customers would recommend you to a friend, they are likely (but not guaranteed) to stay loyal to your brand. They’re also, of course, likely to send additional business your way.
How to implement this tip? We recommend you set up a process to monitor your NPS score. Specifically:
- Identify the most common reasons why your customers are not happy
- Create a process for each reason and an escalation process for the worst reviews
- Nominate responsible agents for reaching out to not-happy customers
For example, you can include gift cards or send an automatic email from the founder if the order is canceled. You should communicate proactively with your customers when you’re informed about exceptional delays from carriers or when a product is out of stock. Activate your phone support channel and use it as a final line of defense to keep your best customers if they have a negative experience.
📚 Get more context and in-depth tips in our article on calculating and improving NPS.