What NPS means to your organization?
Getting a positive NPS means that there are more customers who would like to recommend your product to their friends and colleagues. On the contrary, if you have a negative NPS, it implies that more customers are likely to discourage others from using your product.
Secondly, you can also use NPS to measure the number of healthy and sustainable customer relationships and the customers that are likely to churn. Further, organizations can use this information to build customer loyalty programs and thereby the growth strategy.
That said, what’s even more valuable than the score, is the open-ended feedback you receive from your customers as part of the survey which indicates the gaps in enabling customer experience in a better way. The feedback helps you identify the specific parts of the customer journey that needs improvement.
How can your sales and customer support teams use NPS?
The most successful organizations around the globe are the ones that effectively use NPS data. They use it to improve their sales, customer support, product development, and more.
Improving the value proposition
NPS data can help you bridge the gap between what your customers want and what your product offers. As you analyze your feedback from customers, you can start identifying the features and benefits that are most valuable to your paying customers. Thus, instead of relying on assumptions or trial and error, you can rely on the feedback information to tweak your sales pitch and focus on the value proposition that’s most relevant to your customers.
Reviving inactive prospects
If you see a large number of opportunities in your sales pipeline going cold, sending out a NPS survey can be a great opportunity to reconnect. The only change here is, instead of sending out the survey to your existing customer, you need to build a customer list of prospects and ask them for feedback. While very few out of that list might actually respond to your survey, it can help you with a) identifying prospects still interested in taking the conversation forward b) understanding why the deal didn’t proceed further.
Upselling and cross-selling
Customers with high NPS ratings can mean that there’s opportunity for sales teams to target these accounts for upselling and cross-selling. And it is helpful even for marketing teams because NPS ratings help them identify the customers they can approach to build case studies and use cases.
Contextual insight on customer experience
For the customer support executives, NPS provides an insight into how customers feel about engaging with your organization and the denominators that contribute to it. Displaying the NPS rating and feedback alongside a customer profile, can help in giving the support reps a better context while they handle support queries. When customer support agents are armed with the customer context, they can become the voice of the customer, internally and drive change.
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