Sensory experiences
We have five senses in total, and you should explore each of them to create memorable experiences — from product packaging to the physical environment of the store, details influence the customer’s perception in different ways!
And don’t think that this south africa telegram data only applies to physical points of sale: even digital products or services can involve sensory experiences, as Orgânica did when delivering the Cresol website .
The action came with a gift: a frame with the names of all the people who participated in the project, as well as a handwritten letter and a personalized chocolate.
In the following video, I talk management of social networks more about this strategy!
Consistency
Maintain a consistent experience across all customer touchpoints, from first interaction to post-sale .
This helps build trust and brand loyalty!
Continuous feedback
Always seek out customer feedback and use it to constantly improve your products or services.
By valuing customer opinions , you text services demonstrate that your company is committed to offering the best possible experience!
Tip: when the customer sells for you!
The role of NPS in managing expectations
The Net Promoter Score (NPS) is a simple survey that allows you to assess the level of customer satisfaction and loyalty based on a single question:
On a scale of 0 to 10, how likely are you to recommend our company, product or service to your friends, family and coworkers?
Based on the responses, the result is classified into three categories:
- Promoters (9 or 10);
- Neutrals (7 or 8);
- Detractors (0 to 6).
The NPS calculation is:
Conducting this survey provides a quick and clear insight into how customers feel about the company .
This way, you can recognize satisfied customers and further promote their success — so that they recommend the company to as many people as possible — as well as detect those who are neutral or dissatisfied and offer additional support to solve their problems.
