We just started working with a client on customer loyalty, and the metric we always use is Net Promoter Score. We know there’s lots of differing opinions on the effectiveness of NPS – but we haven’t yet found a super-simple alternative that allows you to take immediate action. So here’s why we always use NPS and why we think you need to take a stand and bring it in your company if you’re not using it – and if your company is using this – then make sure you’re doing something with what your customers are telling you!
NPS asks just one question – and it’s all about recommendation. Think about how interesting a question that is – we find ourselves recommending products we love without any hesitation. In fact, we can’t wait to tell someone if a product delights us. On the other hand, we are just as quick to tell everyone when we have a terrible experience. And then there’s a sea of mediocre in the middle where we struggle to remember the experience. So understanding the likelihood to recommend gives you a particular insight into how your customers are feeling about your product.
Implementing NPS means you just have to add one question – there are even API’s and company’s that will do it for you – but it’s SUPER simple. Getting the score, and understanding why can give you real insight and allow you to take customer-driven action that will increase loyalty. Figure out how to start using NPS today.
Having a bad day? Got another twenty powerpoint revisions to make for that big meeting tomorrow? The one that seems to come around every 5 minutes… Well, here’s your first rebel challenge. Block two hours tomorrow (and if that’s really not possible, find a time next week). Put it in your calendar now (that’s right, open up your calendar and book it. We’ll wait). Now search through your customer logs and find a customer who’s given you feedback recently. It doesn’t matter if it’s praise, a complaint, or just a question. Send them an email to request a 15 minute discussion about your product. Now do that again two more times with two more customers. You just booked yourself time to talk to three real people about your product. Excited?
Now all you need to do is put this script into your calendar, and you’re all set:
Hi, I’m <name>, a product manager with <name of product>. I know that you recently used our product, and I’d really appreciate hearing a little about your experience. This won’t take more than 10-12 minutes of your time. I just have three questions:
- Can you tell me a little about why you chose the product, and is it meeting your expectations? (why, why not)
- What would you recommend about the product? (Why)
- If you could change one thing, what would it be? (Why)
Thanks so much for your time. Talking to customers is one of my favorite parts of the day, and I so appreciate your willingness to share your experience with me.
That’s it…go ahead and modify it whatever way you prefer. But if you don’t have time, you still have this waiting in your calendar, ready to go. No excuses! Go on product rebel, make a difference to a single customer, and maybe learn something that will make a big difference for you.