One of the biggest complaints people have about the net promoter score is that respondents don't need to put their money where their mouth is, so to speak. We ask the, how likely they are to recommend us to a friend, family member or colleague, but do they actually recommend us? It's certainly a hard performance indicator to actually measure.
But we can help the process along by putting tools right in front of them when they say they'll recommend us. I recently read that 80% of people trust their peer recommendation, nothing new of course, but still meaningful to marketers and customer evangelist roles. When someone is completing your customer satisfaction survey, and they say they are very satisfied and likely to recommend you to a friend or colleague, ask them to. Right then.
Cvent's online survey software is integrated with twitter, Facebook, Google+ and LinkedIn. As a survey author you can include tags for people to share information about your brand, Like your brand page (or partners pages), or promote the survey. We offer the most robust social media integration in the space because we know how important brand evangelization and word of mouth are. It's silly not to ask your "Promoters" to like your Facebook page at the end of the survey. The reason is two fold:
- When someone like your page, it appears in their timeline and in their friends feed, effectively having them recommend you to all of their Facebook friends.
- Fans get to see your updates. It's yet another way you can communicate with your customers and foster a community they want to be a part of.
While Google+ doesn't have anywhere close to the adoption the big four have, a customer adding you to their circles and following you has a similar outcome as Facebook.
We all operate in a very competitive business landscape. As marketers, I would argue anything that helps give us an edge over our competitors is a must, and getting customers to publicly recommend you couldn't be easier. They are already saying they are happy with you, carpe deim!
Want to see how this could work for your organization, and how you could generate more referrals from existing customers? We're happy to set up a one-on-one demonstration to show you how we can help extend your brand's reach.