In our article on Net Promoter Score, we covered how The Ultimate Question can help companies to increase customer loyalty and profits. Today we are going to add some additional tips on the most common mistakes made, the principles of successfully using NPS in your company, and the steps to becoming a customer-centric company.
Top 10 Customer Satisfaction Survey Mistakes
While most customer satisfaction surveys are long and deliver minimal business results, there is a well researched and proven format called Net Promoter Score (NPS) that is designed to help businesses efficiently and regularly get critical feedback from their customers to drive increased customer loyalty and profitability. This is the first of a six-part series on Survey Strategies to Grow Your Business.
The NPS methodology was created by Bain Consultant Fred Reichheld after years of research into customer satisfaction. In his book, The Ultimate Question, he details how one simple question – How likely is it that you would recommend [company] to a friend or colleague? – has been shown to be the single best measure of whether or not a customer will become a repeat customer and refer you business in the future.
This survey can be delivered over the phone or via an online survey tool to your customers. Depending upon whether or not your customers engage through long-term relationships or one time transactions, the survey can be done regularly or directly after the business interaction. One Search Engine Optimization company I know here in Portland surveys their customer base every six months for insights. Enterprise Rent-A-Car is famous for asking The Ultimate Question as renters leave the lot from which they picked up their car.
The approach for calculating your company’s Net Promoter Score is based up the following approach:
» Read more: Net Promoter Score (NPS): Surveys that Matter #1
We love our web design and marketing articles! This week is yet another great group of articles which remind us why we love being a digital marketing agency: learning!
This week, a quick overview of visitor preferences for a mobile app versus a mobile website, a bunch of great information about email marketing, a high-level overview of current SEO information (subject to debate), a couple of nice management articles, and we finish it off with some thoughts on typography. » Read more: Learn about Digital Marketing from others: email marketing, mobile apps
At Synotac, we are always learning more about web design, programming, user experience, and overall digital marketing, as well as hoping for a little fun. These are the articles that caught our fancy this week:
Design
A five year old’s impression of various brands. Funny and informative all in one: Fresh Impressions on Brandmarks, Ladd Design (suggested by Cat)
A Color Thief—the good kind: This tool uses a script to identify the dominant color from a picture and the adjacent colors with which to compose the palette. Check out the Color Thief by Lokesh Dhakar (suggested by Dave)
Visual Idiot on CSS3 and browser support: Real-World CSS (suggested by Nate)
Programming and Hacking
Great hacker social news site (a nice addition to Reddit): Hacker News (suggested by Cat)
Overview of the infrastructure required to build an iOS application (with a little humor): Dear business people, an iOS app actually takes a lot of work!, Kent Nguyen Veteran Web and iOS developer, 1.31.2012 (suggested by Cat via Hacker News)
A List Apart on the challenges of responsive images: Responsive Images: How they Almost Worked and What We Need (suggested by Nate)
IEBlog on CSS3 Transforms: CSS3 3D Transforms in IE10 (suggested by Nate)
Account Management
Smashing Magazine on ways to deepen relationships with your clients: How To Deliver Exceptional Client Service (suggested by Ula)