In todayโs DTC environment, we know that the traditional sales funnel no longer accurately represents the customer journey. The funnel has been flipped on its side and become a continuum where, for many customers, there is no end. Each transaction should strive to be the beginning of the next.
๐ฃ The voice of the customer has never been more important.
โ๐๐ ๐ฒ๐จ๐ฎโ๐ซ๐ ๐๐จ๐ฆ๐ฉ๐๐ญ๐ข๐ญ๐จ๐ซ-๐๐จ๐๐ฎ๐ฌ๐๐, ๐ฒ๐จ๐ฎ ๐ฆ๐ฎ๐ฌ๐ญ ๐ฐ๐๐ข๐ญ ๐ฎ๐ง๐ญ๐ข๐ฅ ๐ญ๐ก๐๐ซ๐ ๐ข๐ฌ ๐ ๐๐จ๐ฆ๐ฉ๐๐ญ๐ข๐ญ๐จ๐ซ ๐๐จ๐ข๐ง๐ ๐ฌ๐จ๐ฆ๐๐ญ๐ก๐ข๐ง๐ . ๐๐๐ข๐ง๐ ๐๐ฎ๐ฌ๐ญ๐จ๐ฆ๐๐ซ-๐๐จ๐๐ฎ๐ฌ๐๐ ๐๐ฅ๐ฅ๐จ๐ฐ๐ฌ ๐ฒ๐จ๐ฎ ๐ญ๐จ ๐๐ ๐ฆ๐จ๐ซ๐ ๐ฉ๐ข๐จ๐ง๐๐๐ซ๐ข๐ง๐ .โ โ ๐๐๐๐ ๐๐๐ณ๐จ๐ฌ
Net Promoter Score is a great starting point.
Net Promoter encourages organizations to engage in ongoing systematic dialogue with customers.
In response to the question, โHow likely is it that you would recommend (brand) to a friend or colleague?โ respondent groups are:
๐ ๐๐ซ๐จ๐ฆ๐จ๐ญ๐๐ซ๐ฌ (score 9-10) are loyal enthusiasts who will keep buying and referring others, fueling growth.
๐ ๐๐๐ฌ๐ฌ๐ข๐ฏ๐๐ฌ (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
๐ ๐๐๐ญ๐ซ๐๐๐ญ๐จ๐ซ๐ฌ (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).
I help consumer brands understand the changing customer journey so they can maximize the lifetime value of that customer. Iโd be happy to help you find the right tools to better understand your unique journey. Letโs connect.