“How likely are you to recommend us?”
You’ve probably been asked this question each and every time you’ve purchased something. Word-of-mouth referrals are a top source of lead generation, particularly for service-oriented businesses like fitness centers and health clubs.
This customer feedback is common in today’s competitive marketplace. One type of such feedback is Net Promoter Score (NPS).
Net Promoter Score (NPS) is a way to measure your customers’ satisfaction and overall loyalty to your brand. Your NPS is determined via a short customer survey that gauges your customers’ emotional attachment to your business.
Scores range from 1 – 10 and are split between detractors (1 – 6), passives (7 – 8), and promoters (9 – 10). Based on these scores you can determine the likelihood of a customer to refer your business to a friend and promote your services.
* Image via teamsupport.com
What does this have to do with CRM?
Your CRM holds all of your customer data in a centralized location. (It is, after all, your Customer Relationship Management tool!) Once you know who your promoters and detractors are via your NPS survey, you can use this information in your CRM to target these individuals with personalized messages and actions.
Both Salesforce and HubSpot allow you to integrate NPS (feedback from your members) into your CRM platform.
You can customize everything within the survey:
- How does your survey look?
- What questions are asked?
- Where does the survey live?
- How often is it sent out to members?
Once you’ve created the survey you can automate who receives it (new customers within 30 days, for example), how often it is sent, follow up responses, and more.
You can then set up workflows that are triggered by certain scores to incite follow-up action for promotors, passive, and detractors.
Lastly, you can create an NPS dashboard within your CRM account to track your score and identify areas of opportunity.
Integrating your NPS and CRM will help you:
- allow you to see a 360 view of your members
- save valuable time
- eliminate errors
- improve response time
- incite follow-up action
… all leading to improved NPS scores, customer satisfaction, and revenue for your business! Studies show that a mere 5% increase in customer retention leads to a 25-95% increase in profits.
Interested in learning more about NPS and CRM?
Contact us and we’ll help you get started.
