And did you know: While you measure NPS, you can collect testimonials and reviews simultaneously, which in turn can generate more leads and more sales?
In this blog, we'll discuss how that happens and why you should conduct multiple NPS surveys with your customers throughout their journey.
We'll discuss the principles of NPS and the value of social proof, and how both can help you improve customer experience. Finally, we'll cover some tips on how to get started with your own automated NPS surveys and requests for testimonials.
NPS is the tool to measure customer loyalty
The Net Promoter Score (NPS) is a number between -100 and 100 /kenya phone number list that tells you how likely your customers are to recommend your product or service.
It is no coincidence that NPS surveys are found almost everywhere: on product pages, in newsletters, on websites…the list is long.
NPS helps you track your customers' loyalty, engagement and retention and recognize trends in their overall satisfaction.
How to calculate NPS?
Calculating NPS is simple.
Ask your customers “How likely are you to recommend our product or service to a friend or colleague?”
The answer is given on a scale of 0 to 10. Depending on the answer, your customers can be divided into three groups: Promoters, Passives and Detractors.
You can calculate your final NPS by subtracting the percentage of Detractors from the percentage of Promoters.
how to calculate NPS
The more Promoters and fewer Detractors you have, the better.
NPS itself is evidence of social proof , but NPS surveys can generate even more social proof content. Promoters are people who would be willing to recommend you, so why not let them do it?
An NPS survey connected to a review or testimonial request is a great way to leverage your customers’ positive experiences.
Try it yourself:
When to measure NPS?
“Why measure NPS more than once?” you might ask.
Well, let me tell you.
Regular NPS surveys can help you uncover how customers experience each stage of their journey.
If you notice sudden changes in NPS, you can find out why and how to fix it.
Some examples of events where you can ask for a rating:
Someone visits your website
The visitor reads your blog
The potential client has a meeting with you
You have closed a deal with a new client
Your customer has made a purchase
After the client has been with you for a while
For all your customers at certain times of the year, regardless of the current status or events
Trustmary allows you to set up automated messages for your customers when they are at a certain stage of their journey.
With a CRM tool like Piperdrive or Hubspot that are integrated with Trustmary, you can easily track the progress of each customer's review.
recommend
Social proof and consistency
Let's add a scientific touch.
Robert Cialdini wrote his famous book “Influence: The Psychology of Persuasion” in 1984. In the book, he presented the results of his research observations on influence strategies in real-life situations.
Cialdini identified 6 principles of persuasion:
Reciprocity
Commitment and consistency
Social proof
Authority
Preference
Shortage
These six principles by Robert Cialdini have become some of the most quoted words in the field of marketing.
According to Cialdini, the principle of social proof is based on the fact that people often look at others to assess the correct way to act and behave in a situation.
robert cialdini social proof quote
The consistency principle means that once people establish a behavior, they commit to it and feel pressured to continue with it.
Have you ever been in a situation where you felt pressured to say something, even if it wasn't your real opinion, or to act differently than usual? And you felt the need to continue your behavior, again in the same situation?
Yes, that's what happens when you're faced with the power of these two principles of persuasion.
Now imagine if your customers can respond to your NPS survey multiple times throughout the customer journey. If they give a good rating once, they’ll be eager to do the same thing again when the time comes — unless something dramatic happens.
Social proof gets you sales
If you can leverage the psychological trick of social proof, you can achieve better sales and lead generation results .
Social proof is established by expressing someone's opinion about something. In the case of businesses, asking customers for reviews and testimonials can be a way to use social proof.
A great tool to measure your overall social proof is the Net Promoter Score , which we discussed earlier.
If you're not convinced why you should use social proof, check out these statistics:
40% of consumers rely on recommendations from friends and family when looking for new brands
Almost 70% of customers read online reviews before deciding to buy something
Over 92% of B2B buyers are more likely to make a purchase after reading a trusted review
social proof purchase decisions
Are you convinced yet?
Check out these examples of social proof in B2B marketing and get inspired.
