Turn Your Passive Small Business Customers into Promoters posted 10/05/2018
Featuring: Natalie Higgins (Citizens Bank), Sandy Hanson and Emily Cade (Barlow Research Associates, Inc.)
The Net Promoter Score (NPS) is a metric that has garnered much attention in recent years. It seems that one follows it like a religion or doesn’t use it at all. While it is a simple metric to track to evaluate your customers’ experience, it is just one metric. Connecting NPS to other metrics including overall satisfaction and brand ratings can help you to understand the full picture. Digging further into your customer experience data can help you pinpoint issues to focus on that can help you turn passive customers into promoters.
Join Barlow Research for a one-hour webcast as we share the Voice of the Business Customer data, as well as listen to insights from Natalie Higgins of Citizens Bank.
You will learn about:
- The Net Promoter Score (NPS) – what it is, why it’s used and if overall satisfaction and NPS are connected
- The differences between a delighted promoter and a delighted non-promoter and strategies for moving passive customers to promoters
- How a top institution, Citizens Bank, is using NPS in their customer experience metrics
The presentation is designed for anyone involved in small business or business banking, relationship management, marketing, market research or line of business strategy.