Unsatisfied and unhappy customers would not only provide negative, appalling feedback but also go about and share it with their groups. Although it might tarnish your brand reputation, it is equally important to reconsider your customer experience and revamp accordingly. When it comes to assessing a customer’s perception and feelings towards a brand, Net Promoter Score comes into play. But to lead well in this play, you must turn your NPS detractors into loyal promoters before the timer buzzes. And to help you do that, this blog serves you seven such tricks to see the difference in no time.
- Empathize and inculcate Active Listening
- Respond with immediate effects
- Win their Hearts with something Special
- Under Promise and Over Deliver, Always!
- Opt for a knowledgeable Customer Service Representative
- Let them reach out to you seamlessly
- Learning is an ongoing process
Who is a Detractor?
A detractor is basically a customer who is dissatisfied with your service or product. In the Customer Success niche, this term is used in the NPS segment. Here, they have a survey weighing from a scale of 0 to 10. The survey respondents who score you within a 0 to 6 range team under the category of ‘detractors’. They are the ones who are extremely unhappy with your service and will most likely recommend against your brand with negative feedback. To save you from further embarrassment, money and time waste, read on.
Empathize and inculcate Active Listening
It is no surprise that a customer wants to be heard. In fact, a recently conducted study states that 79% of the users want human-driven customer service. Nothing agitates them more than speaking to a bot and receiving scripted answers. Connect to the customers on an emotional note. And then, give them a feeling that you are cent percent into the conversation with them and will definitely sort out issues. Listen to their query uninterrupted and prefer to speak with a casual sense – not like a robot tone.
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As your prime focus right now is to convert a NPS detractor to a promoter role, how about you begin responding to their queries at a faster rate. A report by McKinsey says that 40% of the buyers get quite frustrated mostly due to the slow response times. Also, personalization is an essential key to pull them back into your system. Start by adding their name in the e-mail, acknowledge their concern, and try to figure out what went wrong with the service. Do not forget to appropriate their time and end the note with a ‘Thank You’.
Win their Hearts with something Special
For an NPS detractor, the best way to win them back is by making them feel special, respected, and important. You will have to pull a trick up your sleeve to impress them and the impact should be something that they remember for a long time. For starters, try offering them a freebie, a discount, a promo code might help too. Surprise them with an apology note or a personalized gift card. You have no idea how happy would that make them. Know that a customer’s top priority is ‘attention’. You can win anyone’s heart if you render attention in the right way.
Under Promise and Over Deliver, Always!
Steer away from those promises that you are unsure of fulfilling. It really cuts a sorry picture of your brand and jeopardizes your reputation. You know it will take time to implement the feedback given by the customers, what you can do is keep them in the loop and inform them about your time frames. And never say a NPS detractor that there is nothing you can do to help them in this situation. Whatever you do, treat them with the utmost respect and ensure that they leave behind a good memory.
Opt for a knowledgeable Customer Service Representative
According to a recently conducted survey by Statista, about 39% of the respondents say that they would anytime prefer a learned and knowledgeable customer representative to resolve their issues. These reps are well-experienced and are specially trained to understand the concerns of a frustrated customer better. Further, they also have the requisite skill set to convert them to a pacified promotor. Hence, it is always recommended to opt for that representative who can resolve an issue at once without multiple interactions.
Let them reach out to you seamlessly
A customer should not wait for you to conduct a survey to share their precious feedback. Make it really simple for them to get in touch with you and present their feedback. Ensure that your customer service team is 24×7 available to provide them assistance as and when they want it. Also, do not make them come to you. Proactively reach out to them and know what exactly the concerns are. On top of that, put out your contact credentials on your Home Page, so that every user can have access to them immediately without having to contact you for that.
Learning is an ongoing process
It’s not like you are the top performer in the industry means there is no more room for improvement. You learn every day. Moreover, the Net Promoter Score is not only about the score. It is all about knowing what your customer has to say about your brand. Therefore, treat every piece of suggestion as a chance to revamp for tomorrow. In fact, it is your detractors’ suggestions that have the highest scope for triggering improvement. Once you consider that, you can turn unfavorable feedback into a golden opportunity.12
That’s a Wrap
Can you turn every NPS detractor into a promoter? Well, to answer that in reality, it might not sound too practical. But you can of course minimize the rate and retain the customers a little longer. You may meet this question at times, ‘Is this detractor worth a save?’ That is when you need to know that some customers are just not compatible with your brand norms and models and that is completely okay too. All that matters at the end of the day is rendering the best customer experience to the clients so that they leave with a positive impression of your brand at the very least.
Simran hails from the content marketing backdrop with extensive knowledge in blogs, articles, and technical whitepapers in the non-fictional domain. She uses her ‘gift of the gab’ to explore new possibilities on her way and to make an exquisite impact on her readers. In her spare time, she likes to read journals on artificial intelligence or play with her cute kittens.
Published January 13, 2021, Updated April 27, 2023