Almost all companies make the same mistake when asking for NPS replies...
... They just ask customer to give them a score.
But that’s not the best way to do it.
In fact, doing it that way guarantees you WON'T get as many good scores or replies as you could.
Well here’s the good news.
There’s a quick and simple way to instantly boost your score and replies.
And it’s what the CX Pro superstars do all the time.
Here it is:-
Before you ever ask a customer to do something – do something for them or give them something first.
Now you could give them a discount on an item.
But if you just say here’s 10% off – that will NOT help you increase your score or get the maximum number of replies.
When you give offers like that, you trigger a logical response, not an EMOTIONAL response from customers.
If you can't connect emotionally with customers you'll never truly have their loyalty
And it’s the emotions you have to go for every time.
Because if you don't connect emotionally with customers...
... You won’t get the benefit of reciprocity... You won’t increase your scores... And you won’t get more replies.
So what should you do?
Well the best way to trigger emotions in customers is to tell a story.
In other words, give the customer something as a thank you for being a loyal customer and wrap it in a story.
Two days later email them and ask if they could do the NPS survey. And - this is the important part - ask them if they liked the story and give them another story.
If you try this, you’ll have the ability to boost NPS and get more replies
Here's an example of an email and story you could send:
Subject line: A thank you from us and a quick story to make you smile
Message box: I Hope you liked the story we sent you a couple of days ago. And I wonder will you do me a favour? You can help me a lot if you will.
But before that, here’s a quick story to make you smile.
Put story here: (here's a story you can use).
I hope that made you smile. And here’s where I need your help.
Could you give me your score on how well our service has been? I realise you’re busy so Thank You for helping us like this.
By reminding them of the story, giving them another story and saying thank you, you’re tapping into emotions and giving the reciprocity urge a chance to kick in.
Try it. Play around with it. Test it with different offers/gifts and stories. Because the truth is, you have nothing to lose.
But hold up. You’ve missed another AMAZING secret. So why not…