While many of our clients are in the heat of their busy season due to the approaching holidays, here’s two reminders:
- Remember to take time for yourself and just breathe!
- Think ahead to what YOU want to accomplish in 2020.
Got those creative juices flowing? Great! Now it’s time for me to talk about the single most important (and easiest) feature you need to set up for 2020!
In our 2019 release, we introduced a new feature called Net Promoter Scores. It’s one of the easiest features to set up and will provide some of the most critical information you need for your business to succeed.
First, what are Net Promoter Scores and why are they important?
Ever received a 1-10 scoring scale from a business you visited online? “How likely are you to recommend our service to a friend or colleague?”
The number you select during this survey contributes to something called a Net Promoter Score. Net Promoter scores are the latest “Hot Topic” in the business world. They’re listed by experts as “the single most important question you can ask clients” The answer to this question shows a business whether you’re a Detractor, Passive, or a Promoter.
Basically, when someone rates a 9 or 10 on their survey, it means they LOVE your business and will gladly share your brand with others – whether that’s through word-of-mouth, online reviews, or testimonials. These are the clients you want to ask to leave a review about your business.
If anyone rates between a 1-6, this client did not have a pleasant experience with your business and may go as far to prevent possible future clients from working with you – whether it’s leaving poor reviews or actually telling people not to work with you.
It’s clear why this information is so important to gather from your client base. This is the easiest way to discover how your clients really feel! Not all clients feel brave enough to leave a public review online, but many will gladly click a quick button in an email and add a brief note in a feedback field.
These ratings you collect from clients provide insightful information by itself, but there’s even more to it! All that data comes together to produce your business’ Net Promoter Score. It’s a fancy equation that we actually calculate for you within Stratus. Basically, your business will be placed on a scale between -100 and 100. What this means can be as simple as Positive = Good and Negative = Bad.
Here’s what you can do before 2020
As mentioned previously, we have many materials on our site that go deep into how you can set this up for your own business. Here’s a quick breakdown:
- Visit the HTML email builder to customize the email template we’ve already built for you.
- Set up a Trigger to automatically send the Net Promoter question to clients.
- Watch the data come in with our Dashboard reports and follow up using our special trigger features!
Yes, it’s that simple!
The easiest way to set up this feature is to watch our Net Promoter Score training video (found here). I go into depth on each of those steps. Simply follow along the video and you can have it set up in 20 minutes!
If you prefer written instructions, we have those available also (found here). The same concepts are covered and include screenshots of how everything should look.
This feature is incredibly crucial to your business’ success, and its simplicity shouldn’t be taken lightly! There’s a lot of powerful data packed behind this simple question!