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Why Great Customer Service is Worth It

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NPS. CSAT. Salesforce. Surveys. See how it all ties together so you can optimize your business for lead success & more.

Veröffentlicht in: Serviceleistungen, Business
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Why Great Customer Service is Worth It

  1. 1. Worth It Tips for turning customers into your biggest advocates
  2. 2. 97% say it’s likely they’ll tell others about a “very good”or “excellent” customer experience
  3. 3. You’ve got a lot to think about when it comes to your brand reputation How can you encourage customer loyalty while tracking overall satisfaction across multiple touchpoints?
  4. 4. NPS = Industry standard for tracking customer loyalty Companies who have a high NPS grow 2x more than competitors Net Promoter Score and NPS are trademarks of Bain & Company, Inc, Satmetrix Systems, Inc.and F. Reichheld. Say hello to Net Promoter Score (NPS)
  5. 5. How to use NPS: 0 – 6 = Detractors Unhappy customers who can hurt your brand through negative reviews 7 – 8 = Passives Satisfied but indifferent customers who may buy from your competitors 9 – 10 = Promoters Loyal customers who will keep buying from you and refer others Ask, “How likely is it that you would recommend this company to a friend or colleague?” Customers rate you on a scale of 0 to 10:
  6. 6. Your final score is expressed as a whole number from -100 to +100 and indicates how well you’re doing when it comes to customer loyalty Learn more about NPS
  7. 7. Smart ways to use NPS #1 Embed an NPS survey into your website to see if it’s meeting customer expectations 78%- Customers who are more likely to visit an easy-to-use website again Feedback Survey
  8. 8. Smart ways to use NPS #2 Measure customer loyalty before and after a purchase or customer service event 94%- Customers who are less likely to shop with a company with bad service -17
  9. 9. Amazon Costco Trader Joe’s And the top 3 brands known for having the best customer service are… Amazon Costco Trader Joe’s 1st 2nd 3rd
  10. 10. Want to see your brand on that list? Get in touch with us today to learn how to use SurveyMonkey to track customer satisfaction and activate your promoters Contact Us 1st