Loyal customers usually create value for a business through a wide range of positive outcomes such as recommendations, repeat purchase as well as weaker response to the activity of competitors. It however requires a huge amount of skill across the entire client experience journey to develop this skill and also bring a competitive advantage which is very hard to beat. Several organizations including Amazon, Virgin as well as Dell measure advocacy with the aid of Net Promoter Score, a customer loyalty metric developed by Fred Reichheld, Bain & Company, and Satmetrix.
Net Promoter Score is a kind of survey which is initiated by a company directed towards their customers. NPS works by a simple rule stating happy customers will be eager to introduce other friends to a business thereby boosting the sales of a product or service. Wide variety of assessments are used but are usually ranked within 0-10. NPS categorises clients into three different groups based on their willingness to recommend a company or product to a colleague, friend or co-worker:
- Promoter score (9-10) are loyal enthusiast who will keep buying and also refer others thereby fuelling the growth of the company
- Passives score (7-8) are satisfies but unenthusiastic customer who are vulnerable to competitive offerings.
- Detractors score (0-6) are unhappy customers that can damage the brand and also impede the growth through negative word of mouth.
It is crucial for every business owner to consider Net Promoter Score more than an ordinary number but as a major determinant of customer reaction. This is because the score, when combined with other parameters, would play a positive role by boosting business growth.
Antlere is a customer experience management company which provides organizations with the opportunity to find out their Net Promoter Score by providing them the state of the art customer management platform which makes the process, easy, fast and smooth. It also provides multiple solutions as well as guidelines for companies so that they can easily boost their net promoter score. This will help in generating positive feedback and promoting sales. Our Net Promoter Score software also helps companies to improve their products as well as services in the appropriate ways.
All our clients from various parts of the world have positive feedback about our service because it helps to enhance their sales and also help in the proper monitoring of their business, thereby building a good relationship between customers as well as clients.
Antlere is quite different from other companies because of the provision of unique services which help in reducing churn & boost sales by measuring, analysing and engaging customer’s experience. The software which is provided on this platform is also available in demo version so that customers can test it and also familiarize themselves with the environment.
Our customer management platform likewise helps businesses to measure the customer experience, gain actionable insights and also engage with customers to enhance the relationship of both parties.
To know more about Antlere, please visit https://antlere.com/ and see the entire list of services we offer. However, if you have any questions regarding What is NPS or Customer Experience Management, please contact us.
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