Manager's Corner

Growing Your Business During COVID-19 and Beyond

Net Promoter Score (NPS) and brand loyalty

Brand loyalty is what every business is looking for. That is often measured with Net Promoter Score (NPS). Not everyone knows what that is or how it works, but in today’s WFH pandemic days, it has become more important than ever. The best way to grow NPS is a strategy that makes your customers and employees Brand Ambassadors.

What Is Net Promoter Score?

Net Promoter Score is an index from –100 to 100 that measures how willing customers are to recommend your product or service to others. It’s calculated on the basis of a single question with an 11-point rating (0–10). Those who rate your brand a 9 or a 10 are promoters. That’s what you want. To make customers promoters, you need employees that take an active part in making a customer happy on every interaction. 

Learning the how NPS works isn’t that important. What is important is always providing excellent customer service. If you focus your efforts there, your NPS will increase.

Every Customer Contact Counts!

With coronavirus moving many things online, every customer contact counts more than ever. Improving and maintaining customer service means finding ways to keep the dialog with customers open. The first step is developing a customer experience strategy. This includes increasing customer relationships through personalized offers that reward customers. Incentives keep your best customers engaged and inspire them to spread the word about your brand. Sending thank you cards or making phone calls to thank customers is another option. And of course, the biggest issue is addressing customer complaints quickly and thoroughly. Negative concerns are the ones that customers most frequently post online. Address the problem before this happens and you can have a customer for life.

NPS is a common management tool these days. More than two-thirds of Fortune 1000 companies use it. Plenty of resources are available online if you want to read the details about how it works. The bottom line is that you want customers who are promoters.  

Your employees’ belief in your products and strategy affects every interaction with customers. Our employee engagement programs change behavior and improve morale to the benefit of customer service. 

For information on how Strategic can help you grow your NPS, contact us at sales@scgnyc.com or call 212.802.0803. 

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Strategic Communications Group Inc.

80 Park Avenue 12G
New York, NY 10016
Main: 212.802.0800 • info@scgnyc.com
Sales: 212.802.0801 • sales@scgnyc.com