Tips and tricks to get loyal customers
Amazon, Netflix, and Apple: all three of these companies have had huge success. They’ve satisfied customers and ambassadors all over the world, and they have a few things in common with regards to tactics and procedures that help them to achieve a high Net Promoter Score. I think everyone would like to know the recipe for success and satisfied customers, so here are a few ideas and tips to cook up a high Net Promoter Score and customers who love your brand.
The first thing these companies all have in common is that they all score above their competitors on NPS. The reason for that is the simplicity and reliability of their products. They work, they’re easy to use, and they’re simple. Apple is known for the phrase ‘it just works’, Netflix is known for its simplicity, and Amazon is known for its simple and easy sales, shipping and returning processes. In return, they get loyal customers.
Customers won’t look for another company as long as everything works and the processes are smooth. However, if things become too complicated, your customers will start looking for other solutions. Do whatever you can to make your company more reliable and easy to use than your competitor’s.
Secondly, they all have a single sign-on that makes it easy to use their services. For instance, Apple has the Apple ID that works across all devices and services. Amazon has a similar service with their Amazon ID, and Netflix has made sure that you can use your Netflix subscription to stream on all your devices. The single sign-on creates an easy user experience.
Thirdly, they all have amazing customer service. Apple has retail stores all over the world, and it’s easy to get your device fixed when it’s broken. Netflix has excellent phone and online support, so if you’re experiencing problems while using Netflix, it’s easy to get in touch with a real person. Meanwhile, Amazon has its online customer service system. Overall, it’s about not only the product and its reliability; it’s about great service. Nevertheless, remember that great customer service doesn’t come without happy employees. If your employees are happy at work, they’ll also be more likely to provide an outstanding service for your customers.
In addition, it’s worth noting that none of these companies makes the cheapest products or services on the market. However, they all provide unique experiences that make their customers want to recommend to their network. All of these aforementioned common characteristics increase their Net Promoter Scores.
This doesn’t mean that you have to have the perfect product from the beginning and spend millions on optimisation and processes, however. You’ll go a long way just by having your values in the right place, and trying to go the extra mile for your customers and employees every day.