Using NPS to Discover Your True North

How do you earn the trust of your customer and keep them coming back for more business? How do you align your business strategies and your functional teams to what your customer values most? There are a few ways leaders can ensure the departments in the company are aligned with their customers, and the most obvious is to simply ask customers what they value and what's important to them. Another way is to track customer feedback over time and look for patterns.

To be a successful business and outperform your peers, it’s important that your vision and values align with those of your customers. When there’s a disconnect, it can lead to a loss of trust and even lower profits. Luckily, there are a few things you can do to ensure alignment, and it starts with NPS, your compass to discovering the true north for your business.

Close the loop with your customers

One of the best ways to ensure alignment is to close the loop with your customers. This means using customer feedback to train staff and make changes to the company. Net Promoter Score (NPS) is a great way to gather feedback, as it measures customer loyalty and can be used to track improvements over time. Staff should be trained on how to use NPS data to improve customer service and make changes to the company.

Rally the company around NPS

If you want to make sure everyone in your company is on board with your customer-centric strategy, you need to rally them around NPS. This means getting everyone involved in using and understanding NPS data. You can do this by holding regular meetings to talk about NPS or even including NPS as part of your company’s goals.

Use NPS feedback to train staff

As we mentioned before, you can use NPS data to train your staff. This will help them understand what customers want and how they can deliver a great customer experience. You can also use this data to improve your staff retention rates.

Conduct root cause analysis

If you want to improve your NPS score, you need to conduct root cause analysis. This means identifying the reasons why customers aren’t happy and trying to fix them. You can do this with the help of NPS data or by simply talking to your customers.

Make structural changes and see what works

Finally, you can make structural changes to your company and see what works. This could mean changing the way you do things or even the way your company is structured. By experimenting with different changes, you can find out what works best for your customers.

Conclusion

In business environments with constant change, success depends on making sure all team members are in alignment with what the customer values. There are a few ways to do this, but the most obvious is to simply ask customers what they value and what's important to them and taking steps to get everyone moving in lock-step towards value-driven results.

Successful businesses use NPS surveys to make sure their team members are aligned with what the customer values most. This helps improve customer service and create a better overall experience for the customer. Alignment is key to success - make sure your values match those of your customers!