Your Net Promoter Score (or NPS), can be summed up as a measurement of how likely a customer is to recommend your business to a friend. Businesses ask their customers the familiar question: “How likely are you on a scale of 0-10 to recommend our products or services?” Customers who indicate 0-6 are called detractors, 7-8 are neutral, and 9-10 are known as promoters. Subtract the percentage of detractors from the percentage of promoters to reveal your NPS. Here is why NPS is an important measurement for your business.
Word-of-mouth is a powerful tool for businesses and NPS can show you whether the talk is positive or negative. There is no marketing campaign a business can launch that will ever outshine a trusted recommendation from a friend. The same logic can be applied to online review sites – the first step in the decision making process for many people. After identifying the promoters in your customer base, encourage them to leave a review of your business. Their positive reviews signal to others that your business is trustworthy and values customer service.
Research has proven that referred customers provide a greater ROI than other customers –16% over the customer’s lifetime. This is likely explained by the fact that referrals arrive in your office with pre-established trust in your business, trust that you would typically have to earn with other customers. These customers are also likely to be more receptive to upsells of other products and services that you may offer. Your NPS can help bring in more referrals by identifying promoters and leveraging their customer satisfaction to your benefit.
Customer churn is a problem that businesses of all sizes deal with everyday. Disappearing customers can be a tough blow to your business’ morale, particularly for small businesses. NPS is useful in combating churn because it allows you to identify and reach out to your detractors. Following up with those unsatisfied customers will make them feel heard and appreciated, which is usually enough to prevent churn. Resolving these issues also helps to turn a detractor into a promoter. By using NPS, you can identify the root cause of churn and stop it before it happens.
First-class customer service is one of the main goals of all businesses. NPS will help your business reach that goal by showing your your business the path forward to improve and maintain customer satisfaction.
Whether you are a large-scale business or a small mom-and-pop store, your brand is everything. The design of your brand needs to be polished and refined across all marketing channels. If your brand’s design is old and outdated, your business may fail to make a lasting impression on potential customers. A good brand design should portray your business as smart, professional and current with recent trends. Here are a few easy-to-follow design rules to keep your brand’s design from falling into the prehistoric era.
Making your website copy stand out on the page is essential to capture your site visitors’ attention. One way to make this task simple is by implementing a typographic hierarchy, which means formatting type to show the most important copy, making your website easy to navigate. Adding three levels of typography to your design is a good starting point, with the levels being the headline, subhead and main text. Type hierarchy makes it easy to communicate your message to site visitors at a glance, while also enhancing your website’s readability.
On average, 25% of site visitors will leave a website if the page does not load in less than 4 seconds. A common reason for slow loading websites is heavy usage of design elements such as Flash, videos and large images. The best sleek and modern brand designs are often the most simple designs. Don’t overcomplicate your design by using a wide array of design effects that take the focus away from your central message. Keep it simple and choose optimized images, simple background colors and a typeface that is in a contrasting color that is easily legible.
Arguably the most important design rule is to design with consistency. Consistent design elements on your website and other branded materials is crucial to making your brand instantly recognizable to customers. Try to use a similar color palette throughout all of your brand materials to create visual harmony. Everything should be consistent, from the color palette to the use of white space and the way elements are aligned. Remaining consistent with your design elements ensures that all of your marketing materials are an extension of your brand.
The design that you choose for your brand will play a major role in helping you get noticed by your target audience. A strong visual strategy is just as important as any online marketing strategy. Follow these simple guidelines for a modern brand design that never goes out of style.
Search engine optimization (SEO) is the backbone of your online brand. It may seem complex to some, but essentially it can improve your brand’s online visibility in the search engine results pages. Today, less than 10%* of Internet users look past the first page of search engine results, so SEO is vital for success online. Leveraging your brand’s blog and social media accounts are great ways to positively impact your search engine performance. Here are a few simple SEO best practices to follow for increased online visibility.
Content that people crave
One factor that determines your search engine ranking is your content. Google rewards websites and blogs that create relevant content on a regular basis. This is in large part because
Google has always had one goal: to provide users with the most relevant search results for their question.
Create relevant content that potential customers are searching for to benefit your brand’s SEO and to reduce your website’s bounce rate.
Link building is an important tool for a strong SEO strategy. Earning links from influential websites to your website or blog is a signal to search engines that your brand is a valuable resource. Each link that your brand earns increases your referral traffic and site authority. This serves your SEO goals as the more links you earn often equals higher rankings with Google and other search engines. Your brand can earn links by creating interesting and engaging content that could be considered a resource for a wide range of readers.
Social media can be a large benefit to your brand’s SEO through the use of content promotion. Take your best, high-quality content and promote it across your brand’s social media pages. The share and engagement metrics from your content signal to search engines that it is valuable. There is also the possibility that influencers on social media may link to your social media content from their website or blog, adding more power to your brand’s SEO.
The best way to improve your brand’s search engine performance is with a solid SEO strategy. Using the tools and strategies mentioned above is a good start, but there are many behind-the-scenes techniques SEO professionals use on a daily basis. If you’re ready to take your brand’s SEO strategy to the next level, contact a Demandforce expert today.