Scaling at Mach Speed? Keep An Eye On NPS
When you’re scaling at the speed of sound, like Netmeds.com, and many other great Indian start-ups, one of the most important “pillars of growth” is retention of the base and one of the best barometers for how well you’re doing in that regard is the “Net Promoter Score”. NPS is the altar currently worshipped at by start-ups and their VC’s, but NPS management can be a tricky task, since the score itself is the ratio between “haters and lovers” or in NPS parlance “detractors and promotors.” Haters score between 1 and 6 and lovers, between 9 & 10, and everyone in between, including all the generally satisfied and happy customers, don’t really count. So, it’s essential to know “the who and the why” of the detractors, and to turn them around whenever possible, and therein lies the value of a unique dipstick tool like CloudCherry.
As large B2C companies scale up and start serving thousands of customers a day, even an infinitesimally small number of dissatisfied customers can still translate to hundreds of “haters.” In the New York Times Bestseller, “The Tools of Titans”, technology thought leader Kevin Kelly talks about the importance, in brand-building of “making 1,000 people extremely, extremely happy”, in other words, make them love you. Now, if you can quickly identify the “haters”, understand and correct the root cause of their dissatisfaction, and turn those haters into lovers, well, nothing could be better. We have found that when we reach out quickly, honestly and empathetically, even the most vociferous detractor can become the most loyal “superfan”. CloudCherry lets us see, with immediacy, who needs our attention and lets us know precisely what went wrong.
Deeply devoted to customer satisfaction, and with the fervent belief that the tenets of a book written in 1997, “Real Time-Preparing for the Age of the Never Satisfied Customer” are still valid some 20 years later, we adhere to the philosophy that ”due to modern technology, customers will expect immediate response and companies which have structure themselves to take advantage of these developments will win.” CloudCherry is one of these “developments.”
Utilizing it and other cutting edge tools, all deployed by a superb, dedicated and talented team of customer satisfaction pros is why we’re able to call our CX department the Lemonade Factory; we are able to quickly identify and contact customers who have the sour taste of a bad experience and make sure we turn those “lemons” into a tall glass of cool and tasty “lemonade.”