Customer interaction has gone through a massive overhaul in the past decade. Years ago, a simple “How was your stay?” or “Did you have a positive customer experience?” was all managers needed to make sure customers were satisfied. Now that your customers can be blogging, posting, Facebooking or tweeting (in effect, broadcasting their experiences to a large social network) they impact how the general public views your organization.
And that’s where the metrics and data come in. The old school methods of loyalty cards that show how often a customer patronizes the business, how much you spend when you do, and what goods or services you are interested in. That is very valuable information but it doesn’t give you the full picture.
A different metric many companies now track, called Net Promoter Score, gives a wider look at your customer base. The Net Promoter Score (NPS) gathers customer feedback with a simple metric to truly show how your brand is perceived by customers. According to www.netpromoter.com customers can be broken down into three categories:
• Promoters – Customers that will continuously buy from you and even refer others
• Passives – customers who are not quite as enthusiastic as Promoters. They are satisfied but won’t help your business grow
• Detractors – Unhappy customers who won’t buy from you and will actively try to get others to follow their lead.
Of course, simply tracking NPS is not enough. As with any culture change, a change of mindset must go into developing a new strategy for success. A good employee interaction is what makes or breaks a customer experience, and it’s important that your employees have what it takes to make an experience spectacular.
The best way to know how your employees will handle themselves in tough situations is by knowing they will succeed before you hire them. Nobody knows how a candidate will succeed better than past managers and co workers.