How do you leverage NPS to drive innovation and growth in your products and services?

1 Understand your NPS segments

The first step to leverage NPS is to understand how your customers are divided into three segments based on their responses: promoters, passives, and detractors. Promoters are those who give you a 9 or 10, and are your most loyal and enthusiastic customers. Passives are those who give you a 7 or 8, and are satisfied but not loyal. Detractors are those who give you a 6 or lower, and are unhappy and likely to churn. By analyzing your NPS segments, you can identify your strengths and weaknesses, and target your actions accordingly.

2 Act on your NPS feedback

The second step to leverage NPS is to act on the feedback you receive from your customers. NPS is not just a number, but a source of valuable insights that can help you improve your products and services. You should follow up with your customers, especially your detractors, to understand the reasons behind their scores, and address their issues and concerns. You should also celebrate and reward your promoters, and encourage them to spread the word about your offerings. By acting on your NPS feedback, you can increase customer satisfaction and retention, and generate more referrals and word-of-mouth.

3 Innovate with your NPS data

The third step to leverage NPS is to innovate with your NPS data. NPS can help you identify new opportunities and ideas for your products and services, by listening to your customers' needs, wants, and expectations. You can use your NPS data to prioritize your product roadmap, test new features and enhancements, and launch new offerings that meet or exceed your customers' expectations. By innovating with your NPS data, you can create more value for your customers, and differentiate yourself from your competitors.

4 Align your team with your NPS goals

The fourth step to leverage NPS is to align your team with your NPS goals. NPS is not just a metric for your marketing or customer service department, but a strategic tool for your entire organization. You should communicate your NPS goals and results to your team, and involve them in the process of collecting, analyzing, and acting on NPS feedback. You should also empower and train your team to deliver exceptional customer experiences, and recognize and reward their efforts. By aligning your team with your NPS goals, you can create a customer-centric culture and a shared vision.

5 Benchmark your NPS performance

The fifth step to leverage NPS is to benchmark your NPS performance. NPS can help you measure your progress and performance over time, and compare yourself with your industry peers and best practices. You should track and monitor your NPS score and trends, and identify the factors that influence it. You should also benchmark your NPS score against your competitors and industry averages, and learn from their successes and failures. By benchmarking your NPS performance, you can set realistic and ambitious targets, and evaluate your impact and outcomes.

6 Optimize your NPS process

The sixth step to leverage NPS is to optimize your NPS process. NPS is not a one-time event, but a continuous cycle of listening, learning, and improving. You should constantly review and refine your NPS process, and make sure it is aligned with your business objectives and customer needs. You should also test and optimize your NPS survey design, frequency, distribution, and response rate, and ensure you collect reliable and representative data. By optimizing your NPS process, you can maximize your NPS potential, and achieve sustainable growth and innovation.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?