Fred Reichheld’s book on The Ultimate Question has redefined and simplified how many leading organizations measure and obtain customer feedback. Its central theme is about determining if your customers are promoters or detractors based on whether or not they would recommend you to their friends and co-workers. The quantity of promoters and detractors end up defining your “Net Promoter Score”.
Large organizations like Delta Airlines, Apple, 24 Hour Fitness, Porsche, Zappos, American Express, Cigna, Four Seasons Hotels, Comcast, and Verizon have all jumped on board the Net Promoter Scoring system to measure the loyalty of their customers.
Having used it personally in two different organizations I have witnessed the power of it. Exceptional customer service now has a metric based on a very simple question that can be compared month over month without all kinds of caveats. It crosses over virtually every industry segment and has broad appeal.
It gives your customer a voice and their response encompasses their experience with your organization from beginning to end.
Exceptional customer service is everyone’s job. No one is excluded from delivering on customer loyalty. The power of a detractor of your brand is tremendous and in our fast paced society the power of a promoter drives margins and profits.
I love Kristin Smaby’s quote from Being Human is Good Business.
“When clients share their story, they’re not just sharing pain points. They’re actually teaching you how to make your product, service, and business better.Your client service organization should be designed to efficiently communicate those issues.”
If you would like to learn how to effectively communicate with a customer around a conflict or concern they are sharing and develop methods to communicate and achieve win contact us today!