Almost all companies make the same mistakes when asking for NPS, review or feedback replies...
... They send out an email with a subject line asking for a review etc.
... Or they just ask customers to give them a score.
... Or they just tell them to fill out a form.
But those are about the worse things you could do.
In fact, doing it that way almost 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 when you start doing it, customers will be almost desperate to help you.
Here it is:-
Before you ever ask a customer to do something. Do something for them or give them something first.
Now you may think giving them a discount on an item is good enough.
But if you just say here’s 10% off – that will NOT help you increase your score or get the maximum number of replies.
Why?
Because 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 don't have long-term customers
Yet 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...
... You won’t get more replies.
So what should you do?
Well research has proved, the best way to trigger emotions in customers is to tell a story.
In other words, give the customer something as a thank you gift for being a loyal customer and wrap it in a story.
Two days later email them and ask if they could do the NPS/review/feedback.
And this is the important part - ask them if they liked the gift and the story.
By reminding them of the gift, the story and you saying thank you. You tap into their emotions and give the reciprocity urge a chance to kick in.
Try it. Play around with it.
Because the truth is, you have nothing to lose by doing it.
Thanks for your time.
Ronald S. Rodney
Co-Founder of Epok.com