Live chat has become a turning point in a customer’s shopping ride and while making purchase decisions. It really gratifies the customer to such an extent that just having a live chat icon at your website boosts the confidence of the customer. He is happy that just like in a real store front, here at the website also there is some one “live” to help him out, in a fix.
Continue reading “How is live chat better than phone and email support?”
Net Promoter Score refers to a management tool that can be utilized to gauge the loyalty of a firm’s customer relationships. It serves as an alternative to traditional customer satisfaction research and is correlated with revenue growth. NPS measures the loyalty that exists between a service provider and a consumer. The provider is the entity that is asking the questions on the NPS survey and consumer is the customer, employee, or respondent to an NPS survey.
Working of net promoter score:
The Net Promoter Score is calculated based on responses to a single question: How likely is it that you would recommend our company/product/service to a friend or colleague? The scoring for this answer is most often based on a 0 to 10 scale. Moreover the consumers are also categorized according to the score with which they respond:
i) The ones who respond with a score of 9 to 10 are called Promoters, and are considered likely to exhibit value-creating behaviors, such as buying more, remaining customers for longer etc.
ii) Those who respond with a score of 0 to 6 are labeled Detractors, and they are believed to be less likely to exhibit the value-creating behaviors.
iii) Responses of 7 and 8 are labeled Passives, and their behavior falls in the middle of Promoters and Detractors.
The Net Promoter Score is calculated by subtracting the percentage of detractors from the percentage of promoters. For calculating a net promoter score, passives count towards the total number of respondents, thus decreasing the percentage of detractors and promoters and pushing the net score towards 0.
Companies are encouraged to follow the likelihood to recommend question with an open-ended request for elaboration, soliciting the reasons for a customer’s rating of that company or product. These reasons can further be provided to front-line employees and management teams for follow-up action. Moreover, additional questions can be included to assist with understanding the perception of various products, services, and lines of business.
Net Promoter System also requires a process called closing the loop. It is a process by which the provider actively makes efforts to convert a detractor into a promoter.
Proponents of the Net Promoter approach claim that the score can be used to motivate an organization to become more focused on improving products and services for consumers. A customer is able to leave comments in the surveys sent to them which allows a company to use the VOC (Voice of Customer) to ensure that company is meeting the expectations.
1.Exemption of customer hesitation:
It is very important to exempt ay kind of consumer hesitation related to the offers you provide in order to increase your conversion rate. People will have conscious and subconscious objections to what you’re saying about your products and offers. You need to address all their concerns and convince them as to why they should avail your services or buy your products. The most suitable technique is to prevent all those hesitations by addressing all the possible issues in your sales copy right away. For this, you have to create a list of all the possible hesitations and objections your potential customers might have and then add information to your sales copy to eliminate those concerns. You can convince people to buy from you by explaining the problems solved by your products, showing off your credentials and proving the value your product offers.
2. Provide clarity in your content:
Your content should have clarity in the sense that it should be understandable not only to the people related to the marketplace you deal in but also to other people. The basic idea is that you shouldn’t aim to write for companies but for people. While creating content or explaining about the products and services that you provide, imagine that you are explaining it to your close friend. This is the best method to inculcate clarity in your content.
3. Craft proper value proposition:
A value proposition is the primary reason for a prospect buying from you. It actually requires you to showcase what is unique about your company, your products, and services. Moreover, it must be communicated effectively to achieve optimal results. All you need to do is to refine your value proposition until you can articulate it in a single, instantly credible sentence. Conversion rate optimization can be enhanced further by optimizing value proposition that involves identifying, expressing, and testing/measuring. This can be achieved using A/B testing.
