{"id":57160,"date":"2023-05-04T10:56:40","date_gmt":"2023-05-04T14:56:40","guid":{"rendered":"https:\/\/www.sogolytics.com\/blog\/?p=57160"},"modified":"2023-05-08T15:31:13","modified_gmt":"2023-05-08T19:31:13","slug":"nps-detractors-to-promoters","status":"publish","type":"post","link":"https:\/\/www.sogolytics.com\/blog\/nps-detractors-to-promoters\/","title":{"rendered":"NPS: Turning Detractors Into Promoters"},"content":{"rendered":"<p>A month ago, my car was rear-ended while it was parked outside of my house. There was no note, no knock on the door &#8212; just a frustrating mess.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>I dealt with the police, the collision shops, and, like a reasonable policyholder,\u00a0I connected with my insurance company and sent in all of the details, pictures, and estimates &#8212; within just a few days.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>And yet, a month later, my car was still waiting to be fixed. More frustration. I was ready to cancel my policy.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>Finally, I called my insurance company and talked to Amanda. She saved my sanity, my car, and my policy. Now, rather than complaining to everyone I know about the bad service I received, I&#8217;m grateful for the follow-through and I&#8217;m likely to continue my relationship with the company for the foreseeable future.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>From detractors to promoters, the benefits of nurturing customer loyalty are real. Our colleagues <a href=\"https:\/\/www.linkedin.com\/in\/harisazmi\/\" target=\"_blank\" rel=\"noopener\">Haris Azmi<\/a> and <a href=\"https:\/\/www.linkedin.com\/in\/safronova-n\/\" target=\"_blank\" rel=\"noopener\">Natasha Safronova<\/a> dove deep into this topic on a recent SogoX webinar.<\/p>\n<div class=\"div-spacer\"><\/div>\n<div class=\"sogo-divider\"><\/div>\n<p style=\"text-align: center;\"><strong>Watch and learn:<\/strong><\/p>\n<p style=\"text-align: center;\"><a href=\"https:\/\/sogolytics.webinargeek.com\/loyalty-blueprint-how-to-turn-detractors-to-promoters-in-6-months?cst=blog\" target=\"_blank\" rel=\"noopener\">How to Turn Detractors to Promoters in 6 Months<\/a><\/p>\n<div class=\"sogo-divider\"><\/div>\n<h2><strong>Detractors, passives, and promoters, oh my!<\/strong><\/h2>\n<p>Most know that NPS\u2014and its employee experience (EX) counterpart eNPS\u2014is <a href=\"https:\/\/www.sogolytics.com\/blog\/reasons-why-nps-enps-important\/\" target=\"_blank\" rel=\"noopener\">Net Promoter Score<\/a>, a key CX metric that provides insight into levels of customer loyalty or satisfaction with an organization. Generally, the higher the NPS, the more satisfied and loyal the company\u2019s customers are.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>For many organizations, NPS is a key metric that&#8217;s regularly monitored, with ongoing efforts to identify and take action on <a href=\"https:\/\/www.sogolytics.com\/help\/what-is-key-driver-analysis\/\" target=\"_blank\" rel=\"noopener\">key drivers<\/a> that have the greatest impact\u2014positively or negatively.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>So what does that mean for me, the upset customer whose claim took almost a month?<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>Consider the <a href=\"https:\/\/www.sogolytics.com\/blog\/how-is-nps-calculated\/\" target=\"_blank\" rel=\"noopener\">NPS calculation<\/a>: NPS ranges from -100 to 100, where scores above 0 are considered good, and those above 50 are excellent.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>Apple is at <a href=\"https:\/\/customergauge.com\/benchmarks\/blog\/4-key-ingredients-fuelling-apples-high-net-promoter-score\" target=\"_blank\" rel=\"noopener\">61<\/a>.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>Samsung is at <a href=\"https:\/\/customergauge.com\/benchmarks\/blog\/samsung-customer-experience-and-crisis-management\" target=\"_blank\" rel=\"noopener\">47<\/a>.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>As a customer, the NPS of these brands tells me people often are happy with their interactions, products, services, or support, and I could probably be comfortable giving them a try. Between NPS and the organization&#8217;s online reputation, I can likely make a decision that won\u2019t end in buyer\u2019s remorse.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<div class=\"div-spacer\"><\/div>\n<h2><strong>Why is NPS so important to customer loyalty?<\/strong><\/h2>\n<p>Haris pointed out that NPS is simple and straightforward, but that&#8217;s the magic. Humans enjoy being nice and efficient, and a single question focused on likelihood of recommending something to others provides exactly that clarity across different businesses and industries.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>One question\u2014so many insights.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>Problem-solving has evolved, involving technology in greater amounts since the pandemic. NPS is a great tool to use in experience management to connect directly with customers in a real way, monitor your digital footprint, and your brand reputation in a digital experience.<\/p>\n<div class=\"div-spacer\"><\/div>\n<div><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-57161\" src=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2023\/05\/Detractors-to-Promoters.jpg\" alt=\"NPS From Detractors to Promoters\" width=\"1280\" height=\"720\" srcset=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2023\/05\/Detractors-to-Promoters.jpg 1280w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2023\/05\/Detractors-to-Promoters-300x169.jpg 300w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2023\/05\/Detractors-to-Promoters-1024x576.jpg 1024w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2023\/05\/Detractors-to-Promoters-768x432.jpg 768w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2023\/05\/Detractors-to-Promoters-1000x563.jpg 1000w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2023\/05\/Detractors-to-Promoters-50x28.jpg 50w\" sizes=\"(max-width: 1280px) 100vw, 1280px\" \/><\/div>\n<div class=\"div-spacer\"><\/div>\n<h2><strong>5 steps to greater customer loyalty success!<\/strong><\/h2>\n<p>How do you cultivate greater customer loyalty? In what ways can you use NPS to improve loyalty? An organization with a strong foundation can benefit from utilizing these five steps to transform client relationships and long-term growth.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<ol>\n<li>Culture of Listening<\/li>\n<li>Triage Support<\/li>\n<li>Identify Key CX Metrics<\/li>\n<li>Go After Quick Wins<\/li>\n<li>Address Global Issues<\/li>\n<\/ol>\n<div class=\"div-minispacer\"><\/div>\n<p>While your customers may face tough situations beyond your control, the experience you provide them can make a huge difference in whether they stick around or walk away. Cheers to Amanda and everyone out there taking the time to deliver success!<\/p>\n<div class=\"sogo-divider\"><\/div>\n<p style=\"text-align: center;\"><strong>Want to learn how to put these steps into practice?<\/strong><\/p>\n<p style=\"text-align: center;\"><a href=\"https:\/\/sogolytics.webinargeek.com\/loyalty-blueprint-how-to-turn-detractors-to-promoters-in-6-months?cst=blog\" target=\"_blank\" rel=\"noopener\">Watch now!<\/a><\/p>\n<div class=\"sogo-divider\"><\/div>\n<p>Looking for further inspiration? We invite you to check out on-demand sessions from our <a href=\"https:\/\/www.sogolytics.com\/sogox\/\" target=\"_blank\" rel=\"noopener\">SogoX Business Leadership Forum<\/a> series!<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p><strong>Ready to grow customer loyalty?<\/strong> <a href=\"https:\/\/www.sogolytics.com\/request-a-demo\/?utm_source=Google&amp;utm_medium=Promo_RAD&amp;utm_campaign=blog\" target=\"_blank\" rel=\"noopener\">\u202fConnect with us today<\/a> and we&#8217;ll be glad to help!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>A month ago, my car was rear-ended while it was parked outside of my house. There was no note, no knock on the door &#8212; just a frustrating mess. I dealt with the police, the collision shops, and, like a reasonable policyholder,\u00a0I connected with my insurance company and sent in all of the details, pictures, and estimates &#8212; within just a few days. And yet, a month later, my car was still waiting to be fixed. More frustration. I was ready to cancel my policy. Finally, I called my insurance company and talked to Amanda. She saved my sanity, my car, and my policy. Now, rather than complaining to everyone I know about the bad service I received, I&#8217;m grateful for the follow-through and I&#8217;m likely to continue my relationship with the company for the foreseeable future. From detractors to promoters, the benefits of nurturing customer loyalty are real. Our colleagues Haris Azmi and Natasha Safronova dove deep into this topic on a recent SogoX webinar. Watch and learn: How to Turn Detractors to Promoters in 6 Months Detractors, passives, and promoters, oh my! Most know that NPS\u2014and its employee experience (EX) counterpart eNPS\u2014is Net Promoter Score, a key CX metric that provides insight into levels of customer loyalty or satisfaction with an organization. Generally, the higher the NPS, the more satisfied and loyal the company\u2019s customers are. For many organizations, NPS is a key metric that&#8217;s regularly monitored, with ongoing efforts to identify and take action on key drivers [&hellip;]<\/p>\n","protected":false},"author":71,"featured_media":57161,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3,204,6],"tags":[176,409,351,468,217,183,981,998],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.7.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>NPS: Turning Detractors Into Promoters - Sogolytics Blog<\/title>\n<meta name=\"description\" content=\"You can&#039;t control every element of customer experience, but you can turn negatives to positives with this NPS methodology to enhance loyalty!\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.sogolytics.com\/blog\/nps-detractors-to-promoters\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"NPS: Turning Detractors Into Promoters - Sogolytics Blog\" \/>\n<meta property=\"og:description\" content=\"You can&#039;t control every element of customer experience, but you can turn negatives to positives with this NPS methodology to enhance loyalty!\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.sogolytics.com\/blog\/nps-detractors-to-promoters\/\" \/>\n<meta property=\"og:site_name\" content=\"Sogolytics Blog\" \/>\n<meta property=\"article:published_time\" content=\"2023-05-04T14:56:40+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-05-08T19:31:13+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2023\/05\/Detractors-to-Promoters.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1280\" \/>\n\t<meta property=\"og:image:height\" content=\"720\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"LeTeisha Newton\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.sogolytics.com\/blog\/nps-detractors-to-promoters\/\",\"url\":\"https:\/\/www.sogolytics.com\/blog\/nps-detractors-to-promoters\/\",\"name\":\"NPS: Turning Detractors Into Promoters - Sogolytics Blog\",\"isPartOf\":{\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#website\"},\"datePublished\":\"2023-05-04T14:56:40+00:00\",\"dateModified\":\"2023-05-08T19:31:13+00:00\",\"author\":{\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#\/schema\/person\/d7caf33577b935208e4a708e09eebcdd\"},\"description\":\"You can't control every element of customer experience, but you can turn negatives to positives with this NPS methodology to enhance loyalty!\",\"breadcrumb\":{\"@id\":\"https:\/\/www.sogolytics.com\/blog\/nps-detractors-to-promoters\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.sogolytics.com\/blog\/nps-detractors-to-promoters\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.sogolytics.com\/blog\/nps-detractors-to-promoters\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"NPS: Turning Detractors Into Promoters\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#website\",\"url\":\"https:\/\/www.sogolytics.com\/blog\/\",\"name\":\"Sogolytics Blog\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.sogolytics.com\/blog\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#\/schema\/person\/d7caf33577b935208e4a708e09eebcdd\",\"name\":\"LeTeisha Newton\",\"description\":\"LeTeisha is all about imagination, as reflected through her eclectic involvement in fiction publishing, game streaming, and cosplaying. 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