A big part of the work to transform your company into one that customers love is marketing hope internally, and to your customers. We ask and we ask and we ask customers to give us feedback. “Help us improve,” is our mantra… yet customers don’t hear back when we’ve heeded their words and what we’ve done about it. Asking the Net Promoter question is a shift – but for customers – it’s just another survey – until you market back.
One of the ways that I coach clients to ask the Net Promoter question is to do things: first ask the ultimate question, and then ask the customer to please name ONE thing they’d like improved. This gives the organization very potent information to take the following actions and to market back meaningfully to customers. Here are 10 actions for marketing hope by marketing back to your customers and inside your organization:
