Your business depends on your customers being both happy and satisfied with your products or services. But there is more to handling customers than simply making them feel satisfied. If your users receive a bad user experience when using your company, then chances are you are not only going to disappoint your customers, but you will also lose customer loyalty.
By maintaining an active Net Promoter Score (NPS), you will be able to gauge the overall health of your customer loyalty. This will help you to know if it is time to push for a better customer experience to work on reviving the loyalty that your customers show towards your company. Additionally, it can add to the value of your company to maintain a high NPS. The following are three areas where you can work towards improving your company’s NPS while providing your customers with an excellent customer experience.
The control quotient
When your employees face off with customers that are not being civil, it is important that your employees have the training and background to handle these situations with the utmost professionalism every time. An employee’s Control Quotient (CQ) is a measure of how well they can remain calm during situations where it is easy to lose control with a disgruntled customer. Three areas of training that will help your employees to develop a high CQ also helping them feel confident when making decisions, connectivity with the mission of your company and the support network to help them work through any problems they will face in this area.
Beyond customer satisfaction
While every company strives to help a customer reach a point of satisfaction, this is not enough to ensure customer loyalty. Customers may be satisfied with your products, but they will be loyal to you in how they are treated and cared for by you and your employees. When you get feedback from customers, you can use this to help anticipate customer needs. Tutorials that help your employees get solid answers to questions your customers raise is also key. It helps your customer think that your company is the place to go to get meaningful answers: a part of the customer experience they are likely not getting elsewhere.
The valued employee
If you undervalue and disparage your employees, they will be in no position to properly care for your customers. What’s worse? Customers will pick up on this problem faster than you might. They will see the frustration in your customer’s mannerisms, and they will not feel like your company is a place where the words “employees” and “happiness” go together. This can be a huge disappointment to a customer’s experience and can threaten customer loyalty. By striving to make your employees feel valued, appreciated and central to the success of your company, you will start to forge an environment in your company where your employees and your customers can engage with a far more pleasant mode of communication. In turn, that will skyrocket your customer’s experience when dealing with your company.
In conclusion, your company’s ability to achieve a high NPS is dependent on your getting your priorities straight in terms of who matters to your company. Your employees take primary focus, because they need to be fully prepared to deal with your customers. Your customers take second place in your priorities, because they are who you and your employees are trying to gain the loyalty from for lots of repeat business.
Finally, your shareholders take last place, because they benefit best when you put the other two groups first and generate massive revenue that drives your stock prices upwards to produce meaningful profits.