This week’s Best Practices blog on using a strategy of transformational experience to drive positive Net Promoter Score (NPS), concludes with Transform the Experience. Step 5 follows. Thursday, Step 4 discussed Exceed Expectations.
Step. 5. Transform the Experience.
- Tips 1 through 4 should come together to create this transformational experience. They should allow the Brand Specialist to shift the customer’s perception, keep promises and act on the customer’s needs.
- Establishing or re-establishing the customer’s trust helps to build lifetime customers.
Cultivating customer loyalty can result in higher customer spending, more recommendations and increased profitability. A full 66% of U.S. consumers spend more on brands to which they are loyal, according to Accenture. And 55% of U.S. consumers express loyalty by recommending the brands and companies they love to family and friends, the company says. Consider these 5 steps when you formulate strategy around NPS and the transformational experience to measurably increase customer loyalty and walk you down the path of financial growth.