Our clients know all there is to know about the importance of listening to their customers and, yet, how hard this may be. This is why they collaborate with us towards systematising customer measures and feedback. Here you can read about some of their experiences together with 10 good reasons for why it pays to listen.
No business without customers. That much is obvious – and you know it is. Nonetheless, a busy workday may soon push the interest in customers into the background. You may feel under pressure. In addition to the duties on your own to-do list, you have all the things that others want from you.
Follow-up on your customers
If, at the same time, you believe the customer to be king and you have a sincere desire to understand you customers’ requirements even better – and incidentally believe this to be a necessary contributor to a healthy business – then there is every reason to organise follow-up on customers.
We get a swift overview of data by way of the dashboards we had established. This puts us in a position to act before it is too late
Feedback from your customers is serious business
The companies, with whom we collaborate, have all recognised the necessity of structuring and automating the work with customer measures and feedback. They may be busy entities, yet they will not risk missing out on important input from their customers.
The insights we gain give us a much greater understanding of our customers’ needs and are good benchmarks in relation to the direction in which we must develop
Well organised and prepared for taking action
Our customers swear by the NPS method (Net Promoter Score – learn about NPS). It is straightforward and well organised, and you get precisely the input you need – neither more nor less. NPS measures serve many purposes, and we for instance have clients who use them for being able to:
- Protect a subscription business (ComplyCloud)
- Secure customer focus within a new strategy (Columbus)
- Prevent member defection (EGN)
- Support growth measures (Moment)
NPS provides a wealth of opportunities for dialogue with our customers when we follow up on their responses
10 of the most important reasons for listening
- Enhanced dialogue with customers, with NPS measures representing a good opportunity
- Increased customer confidence, with customers experiencing to be taken seriously
- Better customer experiences, as adjustments are in line with customer feedback
- Retaining customers because responses may work as warning signals
- A strengthened sales process and increased sales through knowledge of buying preparedness.
- Insight across countries, where a shifting NPS score signals development
- A true picture in real time and the opportunity for taking swift action on fluctuations
- A closer internal collaboration together with an increased understanding between consultants and sales
- A nuanced understanding of customer loyalty and an increased internal focus on the customer’s requirements
- Customer focus attains a higher strategic level, as NPS may work as KPI
Now, our priorities can be more targeted, and we can act more swiftly, as we have the customers’ attitudes – black on white
You get smarter and your customers will be more satisfied
What is absolutely essential and crucial is that customer measures and feedback are not just one-off occurrences. NPS is an integrated element in your way of running your business. Your ongoing contact with your customers will provide inspiration for adjustments, and you will constantly become wiser – and your customers more satisfied.
How you get started
We have developed nps.today in order that you can be sure to get the full benefit from your work with customer measures and feedback. The solution structures and automates the work with NPS measures, and thus you will not only measure but also act on such insights as you will obtain. If you would like to learn more, just give us a call or book a meeting for when this will best suit you.
More information
Find answers to some of your questions here on the site.
Learn more about how our clients' work with the NPS concept and with us:
Learn about our solution:
New to NPS? Learn more about the NPS method:
Find inspiration to your work with NPS and CX
You can always find customer cases and articles about Net Promoter Score and Customer Experience on our blog