The client is always right

The importance of the client and his opinion

I’d like to know what the client thinks of us as a company, I’m sure you do, too.

So what does our client really think after our salesperson left the meeting?

And what does the client think after he finishes talking to us about his service call?

We all have our favorite brands, which we love to work with.

The companies we have business relationships with because of quality, reliability, a reliable track record, a great product and strong service.

Every company aspires to be a leading brand but only a few percent manage to get to this place.

Leading brands manage business relationships over time and everywhere with customers.

We as BRAND owners should focus on connecting and listening to customers.

This is in order to better understand them and the changing needs/requirements of our customers.

A strong brand maintains real relationships with their customers.

They strive to continuously improve the experience to make themselves loved by customers.

Instead of simply satisfying a functional need and being a business brand that the customer uses once and quite,

Brands move to create long-term relationships to get them to come back and purchase again and again.

Loyalty check

One of the best ways we have as an organization to measure our customer loyalty is through a metric:

NPS – Net Promoter Score

What allows us this metric?

This metric checks our customers’ response to their opinion of the company.

  • Recommend
  • Indifferent
  • Defamatory

which assists us in the organization and measures customer loyalty to the company in relation to customer recommendation about us.

The working assumption is that our customer says he will recommend a brand/company to friends and he probably feels a strong connection with the company.     

NPS measures customer perception based on one simple question:

How likely are you to recommend a product/service/organization to a friend or colleague?                            Respondents give a rating between 0 (at all unlikely) and 10(very reasonable) and depending on their response customers are divided into one of the three categories:

  1. Recommend – these are our business customers who will give us a score of 9 or 10 and are usually loyal and enthusiastic customers.
    • These will be our loyal customers in the organization and will continue to buy and recommend.
  2. Passive – Customers who gave a score of 7 or 8 can be said to be satisfied with the service/product but not satisfied enough.
    • They are satisfied customers but indifferent to the experience meaning they are “vulnerable” to competing offers.
  3. Defamatory – Customers who gave a score of 6 or below are customers who are unlikely to buy from you again, and may even persuade others not to buy from you.
    • They’re customers who can directly damage the brand.

What can I learn in an organization using the NPS index

In fact, almost anything can be measured.

Starting with individual products, a package of “Bendel” services, service in the chain’s stores, website, telephone customer service, salespeople and more.

This metric can also signal a direction for the marketing and product people what the customer perceives compared to the competitors.

This helps and helps us better understand their target market.

Here’s how we can see how our customers respond to the product or service we’ve launched in the organization.

How do we calculate the NPS score?

The NPS metric is calculated simply –

Reduce the percentage of slanderers from the percentage of recommenders.

For example, if 5% of respondents are defamatory, 15% are passive and 80% they recommend, the NPS score will be 7.5.

It is important to conduct the NPS surveys regularly on a rolled-out basis (on a monthly, quarterly, or annual basis).

Our goal is to get a periodic snapshot of our customers and understand how they feel about the company.

All this on a continuous axis of time which allows measurement, analysis and control of the process.

From here, the company can and should formulate an action plan on how to increase the percentage of recommenders at the expense of the defamatory.

Why us?

Our experts make sure to sit down with the relevant parties in the business and discuss all these questions and other questions.

They perform an in-depth analysis of the answers and in-depth familiarity with the specific needs and characteristics of your business.

They then formulate all the insights and recommendations that are best suited for you and your business.

Through all of these, it is possible to embark on a joint path of building a marketing strategy and business development, including addressing the points of failure in the organization and improving work processes.

This move will allow you to maximize your business goals and business.

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