In the age of digital marketing to drive sales , it can be easy to lose sight of the importance of word-of-mouth promotion.
However, the online environment also creates new possibilities. One example of this is the power of social proof . Positive reviews on your social networks and relationship channels can be well explored by your company.
It can become an argument for the sales department or a paid media action in the hands of the marketing department . Thus, they help your company to sell more and more.
In fact, even negative reviews in the digital environment can boost good results for your company. A good performance when dealing with an unhappy customer can generate a wave of loyal customers in your favor.
Additionally, the content can serve as insight for content honduras mobile database marketing actions , as well as possible improvements to your products and services.
Content Offer Guide for Effective Lead Generation.
How does NPS work?
Now you know what NPS is and why it’s important. But before we talk about how to calculate your NPS, it’s crucial to understand how to classify each customer within the metric.
Currently, the Net Promoter System divides customers into three groups , based on their likelihood of recommending your brand:
Promoters
These are the customers who give your company or product a 9 or 10 on the recommendation scale – in other words, they are consumers who are delighted with your brand!
This group is made up of your most loyal customers. They are also the group most likely to:
Promote your brand (hence the name);
Provide good references and encourage word of mouth;
Generate additional growth for your company.
Liabilities
These consumers rate your business as a 7 or 8. They are not likely to post negative reviews (or any reviews at all). On the other hand, they are also not likely to put in the effort to promote your company and its products.
So you shouldn’t include them in your NPS calculations. But since they’re pretty close to being classified as promoters, you shouldn’t leave them out.
The tip here is to invest a little time, effort and money in some enchantment actions to expand their perceptions about the good experience you can offer .