By Nicole Wise on Apr 24, 2014 10:51:00 AM
Marketing Hints and Tips:
When you have hundreds or even thousands of customers, sometimes it’s difficult to think of customers as people and we get stuck thinking of them as a number. This is especially true in the spring. As phones start ringing off the hook, weeds pop at once, and every client demands applications on the same day, it’s hard not to think about your customers as numbers. However, at the end of the day these numbers or customers are the lifeblood of your company. As a business owner, your number one job is to make them happy.
No one understands the power of a happy customer better than Jeff Bezos, CEO of Amazon.com. At Amazon, Bezos has three key concepts that he attributes to the success of his company: Invent. Be patient. And put the customer first. According to Bezos, “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” Often, Bezos’ customer-first policy leads him into trouble but it also has resulted in innovations such as the Kindle and his same-day delivery service (only available in certain cities today but who knows what tomorrow will bring?). When J.K. Rowling’s Harry Potter IV was released in July of 2000, Bezos decided to give every customer one-day shipping at the cost of ground shipping to ensure they had their book on the release date. It cost Bezos millions of dollars, but it won big in terms of customer loyalty.
In a previous company, Holganix CEO Barrett Ersek, understood that customer satisfaction was a key metric to the growth of his company. As a result, he created the core value “Wowify,” which was aimed at “Wowify-ing” customers with superior customer service. Ersek carried that same customer focus to Holganix. And, although we aren’t perfect, we try our hardest to improve the customer experience and help our customers grow.
One way you can measure customer satisfaction is by incorporating a Net Promoter Score on your invoices. A Net Promoter Score is a measurement of satisfaction that divides your customers into three categories: Promoter, Passives, and Detractors. “By asking one simple question – How likely is it that you would recommend [your company] to a friend or colleague?” – you can measure how your customers view your company’s performance. Customers respond on a 0-to-10 point rating scale. Promoters are scored between 9-10; these are your most loyal customers. Passives score between a 7-8 and detractors between a 0-6. The powerful thing is that you’ll know which customers are unhappy before they cancel services. NPS allows you to “Wowify” your detractors and save them from cancellation before trouble occurs.
We are just starting to incorporate NPS into Holganix. So far our average is an 8, we’ll wowify you yet!