| Step | Title | Description |
|---|---|---|
| 1 | Internal engagement and senior buy-in | In our experience, this is the most important step! To improve your NPS score, the whole business needs to put the customer at the heart of its operations. The most important stakeholders to get on board with your customer experience strategy are your company’s board members. Their enthusiasm will spread throughout the business. |
| 2 | Map your customer journey | To improve customer experience, you need to understand all the ways your company interacts with its customers. Building a customer journey map helps you see every touchpoint, revealing inefficiencies or weaknesses in your processes. |
| 3 | Understanding customer needs | Understand what matters most to your customers so that your improvements have the greatest impact on loyalty. Ensure you meet essential needs (hygiene factors) and delight customers with standout experiences (delight factors). |
| 4 | Identifying and improving weak spots | When measuring your NPS score, analyze customer feedback to identify recurring themes. Conduct deep-dive research to understand issues fully, enabling better strategic decisions for your business’s future. |
| 5 | Reacting tactically | Focus on key areas that matter most to customers. Use pulse surveys to monitor sentiment and respond promptly to negative feedback—closing the loop improves trust and loyalty. |
| 6 | Segmenting your customer base | As your NPS score improves, segment customers by needs and behaviors. Tailoring experiences to each segment can help your organization achieve a best-in-class customer experience. |
| 7 | Continuing to measure and listen | Customer expectations constantly evolve. Keep measuring and listening to feedback regularly—what delights customers today will be expected tomorrow. Customer experience is a long-term commitment. |
How can I improve my NPS score?
Talk to the research expertsHow To Improve Your NPS Score: A 7-Step Guide
This guide provides some of the key steps that a business needs to take to improve customer experience and ultimately improve their NPS.
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