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How to become an NPS superstar



The concept of Net Promoter Score is becoming increasingly well known. In the not too distant future, it will probably be as commonplace as smoothies and waffles. And not only the Net Promoter Score, but its related concepts such as NPS heroes and customer ambassadors, with amazing customer service becoming more important than sales in today’s world.

Are you finding it hard to make head or tails of the NPS storm, and how customer ambassadors would help you to turn your ship around? Then read this small guide about how to become an NPS superstar and collect an army of NPS heroes and customer ambassadors.

 

What is NPS?

To become an NPS superstar, obviously the first step is to understand what NPS is. In short, Net Promoter Score (NPS) is an international measurement scale that all companies are allowed to use. International companies such as LEGO and Apple use NPS with a great deal of success. NPS only contains one question, which makes it an easy survey solution with a high response rate.

 

Ready, steady, go!

Next step is to get the NPS solution integrated within your organisation. You can do this in various ways. Once it is well integrated, you are all set to go and ask your customers. The integration period itself revolves a lot around numbers, variables and design so I will not describe this in detail in this guide.

 

Teacher for a day

Now it is time to teach your whole organisation what NPS is about and how important it is for the company to secure customer ambassadors. It can take time to get everyone involved and understanding the importance of NPS and customer ambassadors – but be patient; it will benefit you in the long run.

 

Why don’t you have a TV in the office?

I don’t mean for watching movies – but to show the whole organisation the development in your NPS results. This will help everyone to keep motivated to become NPS superstars.

 

Collect an army of NPS heroes and customer ambassadors

Now you can start thinking about how to get more NPS heroes and ambassadors. Get inspired by Richard Branson, the CEO of Virgin, who designates NPS heroes among employees. The ‘NPS heroes’ status is given to employees who provide exceptional customer service.

This way, you start a positive circle in which your employees become motivated and happy. As a result, they convert more customers to ambassadors who will recommend your company to family and friends. Also, it is always a good idea to give your employees motivational notes and stickers from time to time.

 

Wait, wait, wait…

You now have many customer ambassadors recommending your company to others – and you can all feel it! You are busy and enjoying the positive feedback – and of course you remember to take good care of any negative feedback that may come in, because unfortunately you can not avoid it, no matter how brilliant your company is.

 

Congratulations! You have now reached an NPS score of 50!

So, how do go beyond this fantastic score of 50? This requires a lot of work and there is no easy way. You could compare it to weight loss: you have lost 15 kilos and only need to get rid of the last 2 kilos, which often is a fight! The last part requires something extra, something different that stands out. Some major international companies with amazing attitudes towards customer service have had success with the following approaches:

  • Be inspired by cool business leaders such as Jørgen Vig from LEGO. From time to time he spends time in the LEGO call centre, answering the phone and talking directly to their customers.
  • Provide outstanding customer service. Think out of the box and do something crazy! Let your employees know that it is okay to do something extraordinary.
  • Always remember to focus on the customers. Position small stuffed animals, notes or stickers around in the office to symbolise the customers. This way you will see them all the time and never forget what it is all about – the customers!
  • Motivate your employees even more. Provide a fantastic work environment. Be inspired by companies such as Flytour, who have a big shark in the canteen as a metaphor for their competitors, and a huge football on which employees can write their goals for the year and be motivated by it every day.

Five crucial facts to remember from this guide:

  • It is a good idea to learn about NPS – it could well turn your company around.
  • When you are an expert (or pretend you are) tell everyone about NPS – and get it integrated in your company.
  • Teach your employees to be NPS experts and collect your army of NPS heroes and customer ambassadors.
  • Get an NPS score of 50!
  • Set a target to beat Apple and LEGO’s NPS scores. (Get tips on how to do so here)

Congratulations! You are now a well-educated NPS superstar!

This article was written by Freja Theilgaard.