Logitech, for example, uses NPS and customer feedback to guide product design decisions. In The Ultimate Question 2.0, Logitech discussed how a low Net Promoter score exposed design flaws in their MX 5000 keyboard and mouse. Logitech responded to customer criticisms and leveraged that information to make changes to the next model, helping the company improve their NPS and the overall reception of the next generation of their product.
The Importance of NPS Data
Customers have the power. Above all else, their opinion matters most because without them there would be no one using your product. If you aren’t able to keep your customers happy, you make yourself vulnerable to the most costly mistake of all: customer churn. Customers will stop using your product, and with the power of social media, you may find that their negative experience has a bigger impact than you realize.
Automation Helps NPS Scale
Making NPS actionable can be a challenge, particularly if it is dependent on manual processes. You face miscommunication between teams, leading to slower response times and ultimately resulting in neglected customers. The most foolproof way to make sure no customer gets left behind in your NPS surveying is simple: automation. Automation allows you to connect your customer facing systems, operationalize the way you respond to NPS, and eliminate manual error.
It is critical to connect your customer-facing systems in order to arm every team with the information they need to solve a customer issue. When customers reach out to a business to ask a question, buy a product, or get support, they expect a great customer experience – meaning they don’t want to wait to for answers or repeat their grievances to every person they interact with. With automation you’re able to connect your support apps with engineering apps to eliminate the silos that are causing communication problems. Interested in reading more about integrated customer experience? Check out our Customer 360 solution.
Operationalize the Way You Respond to NPS
With automation you have the ability to operationalize the way your organization responds to polarized NPS scores, either positive or negative, in a smart way, so you can get ahead of customers that are likely to churn, and grow the customers that love your product most into evangelists. Now you can send, collect, surface, and respond to NPS surveys in a quick and automated way.
Automating your NPS will eliminate manual error as well as time-intensive tasks so that you can focus on getting your best work done. Eliminate the manual steps in creating and executing an NPS campaign ensures that you’re spending time reaching out to and growing customers instead of managing the cumbersome steps of a manual business process.
Azuqua’s Solution: Comprehensive CX Reporting
The most important thing when it comes to leveraging NPS is automation; if your support team is spending their time aggregating NPS rather than using it, chances are they aren’t having the impact they could be.
Want to see it in action? Schedule a demo to learn more.