NPS or Customer Satisfaction
don’t measure your attractiveness
“Sorry to break the news, but I have found someone else. We are
moving together next week.”
“What?!! How come? Just few week back you just give us top NPS
score, you were completely satisfied and we haven’t even had any
“There is nothing wrong with you,
but my new one is just so sexy!”
don’t forget (birthdays, anything)
Don’t accidentally break it
ensure Customer’s Success
remember & reward her loyalty
communicate frequently & relevantly
be quick to save relationship
How unrelevant can you go?
Loyal customer for +20
Likes simple, basic colors
Prefers Gant, Eton, Boss
Runs on Asics
Buys Biotherm Homme
Be gentle: leave advanced stuff later
By selling more often
Educate: new customer needs training
Be relevant, and have simple Call-To-
Have more to sell, and then some...
Communicate often & simple
Expand to premium offering
Larger bonding surface have more grip
Expand to other product categories
Expand to Enterprise offering
Expand to other departments, needs
Avoid complementary trap
Share the love
Viral is the marketing multiplier
Promise is not an action. Most customers say
they would recommend, but never do (think Net
Promoter Score survey).
Ask for action. Make it easy. Make it safe. Notice
those who do. Especially when successful.
Customers recommend because the love you, not
because you reward them.
Screw it, let’s do it
The road to success is a road of learning
To succeed, you need to know where a customer is in her journey (track)
To create enough data, you need to be in touch frequently (email, social)
To be in touch frequently, you need to be relevant with plenty of great content (blog, e-books)
To create enough content, publishing and promoting has to be simple and integrated.
To identify anonymous, you need to have capture them (honey pot, subscribe email)
To keep and grow customers you need to automate nurturing (nurture programs).
In B2B 80% of customers can be loved automatically most of the time. You just need to know when your
personal touch is needed (sales alerts).
This is Remember to try it at http://loyalistic.com
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