IT TURNS OUT THAT EVEN THOUGH YOU CAN’T SEE THEM, THEY MIGHT BE DOING IT ANYWAYS.
You don’t even have to imagine it; it is going on. According to Fred Reichheld, author of The Ultimate Question 2.0 who talks about Net Promoter Score (NPS), your customers might be protesting in your streets or around the world and you might not be able to see or hear it. This method of NPS brings some science to the importance of word of mouth advertising, which according to Nielsen (September 2013), is the most trusted and most influential form of advertising. Comments made with online reviews rank second on the Nielsen report, but you might not be hearing or seeing what people are telling their friends.
THE GOOD NEWS IS YOU CAN HAVE PEOPLE WALKING THE STREETS PROMOTING YOUR BUSINESS.
Here are three suggestions on how likely your customers are to protest or promote your business:
- Find a method to ask every customer at a very minimum the ultimate question which will help you determine your Net Promoter Score. It will give you the data of the percentage of promoters, passives, and detractors (protesters) amongst your customer base.
- Never stop asking your customer for suggestions as to how you might be able to improve your business.
- Do you best to Anticipate what customers might want next. Remember that Henry Ford is famous for having said, “If I asked my customers what they wanted, they would have asked for faster horses.”
Much like many people in America can voice their opinion through protesting in the street, they can also do it about your business across the water cooler, at a Starbucks, or while breaking bread. Our suggestion is to invest a some time and effort to take full advantage of your promoters, and minimize your protesters. To learn more about one way you can easily and affordably do this, take 2 minutes to watch this video.