{"id":32560,"date":"2022-05-20T00:00:00","date_gmt":"2022-05-20T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/guest-post-why-should-your-customer-service-team-care-about-nps\/"},"modified":"2023-12-20T16:06:31","modified_gmt":"2023-12-20T16:06:31","slug":"why-should-your-customer-service-team-care-about-nps","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-loyalty\/why-should-your-customer-service-team-care-about-nps\/","title":{"rendered":"Guest Post: Why Should Your Customer Service Team Care About NPS?"},"content":{"rendered":"<em>This week, we feature an article by Simona Benetinov\u00e1, content manager at <a href=\"https:\/\/www.nicereply.com\/\" target=\"_blank\" rel=\"noopener\">Nicereply<\/a>, a company that helps organizations, of all sizes, provide outstanding customer service. She writes about customer loyalty and why your team should care about your brand&#8217;s Net Promoter Score.<\/em><!--more-->\r\n\r\nRemember the last time when you bought a new phone, trainers, or cosmetics? I\u2019m guessing you didn\u2019t think long and chose your favorite brands. That\u2019s what we commonly call brand <a href=\"https:\/\/www.nicereply.com\/resources\/25-customer-service-email-templates-that-generate-trust-and-loyalty\" target=\"_blank\" rel=\"noopener\">loyalty<\/a>.\r\n\r\nLet\u2019s have a look at the numbers. Did you know that:\r\n<ul>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\">More than 90% of iPhone users are loyal to Apple.<\/li>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\">A 5% increase in customer retention increases profits by <a href=\"https:\/\/hbswk.hbs.edu\/archive\/the-economics-of-e-loyalty\" target=\"_blank\" rel=\"noopener\">25-95%<\/a>.<\/li>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\">It\u2019s estimated that new customers cost <a href=\"https:\/\/www.destinationcrm.com\/Articles\/Web-Exclusives\/Viewpoints\/Listen-to-the-Voice-of-the-Customer-53239.aspx\" target=\"_blank\" rel=\"noopener\">five times more<\/a> than loyal customers.<\/li>\r\n<\/ul>\r\nGood customer service is a strong pillar of customer loyalty. It\u2019s one of the most important factors that predict your future success. One of the best practices of how you can keep an eye on it is implementing the <a href=\"https:\/\/www.nicereply.com\/product\/net-promoter-score\" target=\"_blank\" rel=\"noopener\">Net Promoter Score<\/a> metric into your customer <a href=\"https:\/\/www.nicereply.com\/site\/signup\" target=\"_blank\" rel=\"noopener\">surveys<\/a>.\r\n\r\nIn this article, you\u2019ll find all the important information related to customer loyalty and why your service team should care about <a href=\"https:\/\/www.nicereply.com\/resources\/the-ultimate-guide-to-net-promoter-score\" target=\"_blank\" rel=\"noopener\">NPS<\/a>.\r\n<h3>What is customer loyalty?<\/h3>\r\nMaintaining customer loyalty is simple, but not easy. You can have a perfect product and a giant marketing budget. But until you don\u2019t invest enough effort, time, and money to make your customers happy, the business won\u2019t survive.\r\n\r\nCustomer loyalty means that you continuously convert your visitors into customers. These customers come back to you again and again. The best scenario is that your customers recommend you to others and talk about your perfect service (or product) with enthusiasm.\r\n\r\n<span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:2,&quot;335551620&quot;:2,&quot;335559739&quot;:160,&quot;335559740&quot;:240}\"> <img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-27080 size-full\" src=\"https:\/\/hyken.com\/wp-content\/uploads\/Example-of-NPS-survey-by-Nicereply-.png\" alt=\"Example of NPS survey by Nicereply \" width=\"682\" height=\"269\" \/><\/span>\r\n<p style=\"text-align: center;\"><i><span data-contrast=\"none\">Example of NPS survey by <\/span><\/i><i><span data-contrast=\"none\">Nicereply<\/span><\/i><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335551550&quot;:2,&quot;335551620&quot;:2,&quot;335559739&quot;:160,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\r\n\r\n<h3>Why is customer loyalty important?<\/h3>\r\nIt may never have occurred to you that customer loyalty impacts all metrics of customer satisfaction. As we mentioned before, new customers are more expensive than those who already know your brand. It\u2019s much easier to keep your existing customers happy than to convert a new one. Loyal customers are (not only) economically better for your business. The stronger your customer loyalty is, the faster you grow.\r\n<h3>Why should your customer service team care about NPS?<\/h3>\r\nIf there is someone who can notice a red flag of an unhappy customer, it\u2019s your customer service manager. In customer service terminology, we recognize 3 groups of your customers. Based on their responses, there are:\r\n<ul>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\">Detractors<\/li>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\">Passives<\/li>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\">Promoters<\/li>\r\n<\/ul>\r\nIf you want to maintain a high NPS, your main goal is to have as many promoters as possible.\r\n\r\n<span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:240}\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-27081 size-full\" src=\"https:\/\/hyken.com\/wp-content\/uploads\/Maintaining-a-high-NPS.png\" alt=\"Maintaining a high NPS\" width=\"741\" height=\"280\" \/>\u00a0<\/span>\r\n\r\nFind out what the average NPS is in your industry to help you determine whether your team is performing well. You may think you have a low score, but you are actually doing very well in your field.\r\n\r\nNPS survey questions are always related to your brand. Opposite to CSAT, NPS focuses more on a long-term relationship or perception of your brand more than on current experience.\r\n\r\nUsually, you might see NPS surveys with questions like:\r\n<ul>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><i>\u201cHow likely is it that you would recommend XY company to a friend?\u201d<\/i><\/li>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><i>\u201cHow do you describe our product\/service to your peers or team?\u201d<\/i><\/li>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><i>\u201cWhat is the most important value you gain from our product\/service?\u201d<\/i><\/li>\r\n \t<li><i>\u201cWhat do our competitors do better than we do?\u201d<\/i><\/li>\r\n<\/ul>\r\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-27082 size-full\" src=\"https:\/\/hyken.com\/wp-content\/uploads\/Brand-evangelist-survey.png\" alt=\"Brand evangelist survey\" width=\"554\" height=\"351\" \/>\r\n<h3>What is a lifetime value &amp; why does it matter?<\/h3>\r\nLifetime value expresses the amount of money that customers spend on your brand. And it\u2019s not a surprise that loyal customers are the ones who spend more with you over time.\r\n\r\nTo keep your customers as long as you can, make sure that you are working on these activities:\r\n<ul>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\">Make sure that your brand is attractive enough to your target group.<\/li>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\">Listen to the requests of your current customers, but also remember the wishes of customers who didn\u2019t convert in the past.<\/li>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\">Keep an eye on your churn rate and do regular reviews to make sure it doesn\u2019t exceed your strategic limit.<\/li>\r\n<\/ul>\r\nRemember, collecting, analyzing, and interpreting data correctly is the key to maintaining customer loyalty. There are many tools that can help you with that.\r\n<h3>How to choose a feedback tool for measuring NPS?<\/h3>\r\nThere are many tools on the market that are dedicated to collecting <a href=\"https:\/\/www.nicereply.com\/\" target=\"_blank\" rel=\"noopener\">customer feedback<\/a>. Start with proper research, including these steps:\r\n<ol>\r\n \t<li data-leveltext=\"%1.\" data-font=\"Arial,Times New Roman\" data-listid=\"5\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559684&quot;:-1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\">Look at reviews on the websites like Capterra, G2, or Trustpilot.<\/li>\r\n<\/ol>\r\n<ol start=\"2\">\r\n \t<li data-leveltext=\"%1.\" data-font=\"Arial,Times New Roman\" data-listid=\"5\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559684&quot;:-1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\">Compare the pros and cons of each tool.<\/li>\r\n<\/ol>\r\n<ol start=\"3\">\r\n \t<li data-leveltext=\"%1.\" data-font=\"Arial,Times New Roman\" data-listid=\"5\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559684&quot;:-1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\">If you still have some questions, talk to the customer success team of the company you are considering.<\/li>\r\n \t<li>The best way to find out if something works for you is by trying it! <a href=\"https:\/\/www.nicereply.com\/site\/signup\" target=\"_blank\" rel=\"noopener\">Create a free trial<\/a> and see results.<\/li>\r\n<\/ol>\r\n<h3>Conclusion\u00a0<span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:240}\">\u00a0<\/span><\/h3>\r\n<span data-contrast=\"none\">We can talk about the best practices in customer service for hours.<\/span> <span data-contrast=\"none\">No matter what field you want to build customer loyalty in, there is one element that always works.<\/span> <span data-contrast=\"none\">It is to consistently exceed customer expectations<\/span><span data-contrast=\"none\">. Measuring your NPS is one of the best ways to do it, which is why your customer service team should care.\u202f<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:240}\">\u00a0<\/span>\r\n\r\n<em> Simona Benetinov\u00e1 is a content manager from Nicereply. She enjoys everything related to marketing, the digital, and technologies.\u00a0<\/em>\r\n<div class=\"entry-content\">\r\n<div class=\"entry-content\">\r\n<div class=\"entry-content\">\r\n\r\n<em>Read Shep\u2019s latest Forbes article: <a href=\"https:\/\/www.forbes.com\/sites\/shephyken\/2022\/05\/15\/the-choreography-of-customer-service\/\" target=\"_blank\" rel=\"noopener\">The Choreography Of Customer Service\u00a0<\/a>\r\n<\/em>\r\n\r\n<\/div>\r\n<\/div>\r\n<\/div>","protected":false},"excerpt":{"rendered":"<p>This week, we feature an article by Simona Benetinov\u00e1, content manager at Nicereply, a company that helps organizations, of all sizes, provide outstanding customer service. She writes about customer loyalty and why your team should care about your brand&#8217;s Net Promoter Score.<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[6792],"tags":[2266,4718,4945],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.5 (Yoast SEO v22.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Guest Post: Why Should Your Customer Service Team Care About NPS? - Shep Hyken | Customer Service Expert<\/title>\n<meta name=\"description\" content=\"In this article, you\u2019ll find all the important information related to customer loyalty and why your service team should care about NPS.\u00a0\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/hyken.com\/customer-loyalty\/why-should-your-customer-service-team-care-about-nps\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Guest Post: Why Should Your Customer Service Team Care About NPS? 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