Episode 53: Why use NPS for staff and clients
What you want is a healthy business. You want the staff to be happy. You want the clients to be happy. And you want all your numbers, your sales profits, and new clients coming through trending upwards.
In this episode of The Wize Guys Podcast, Ed Chan and Jamie Johns together with one of the Wize Mentors, Tim Causbrook discusses why it is important to use NPS for staff and clients and how this affects the clients and how will this help with customer satisfaction and service improvement.
Timestamps:
0:00 - Intro
0:35 - Understanding the concept of having the Net Promoter Score (NPS) in your firm
2:06 - What is an ethical letter?
2:31 - The importance of using NPS for your staff and clients
8:54 - How does NPS affect you and the clients
10:28 - What to do if your clients are not happy?
12:21 - Tips for managing client expectations
13:51 - Some NPS software applications to use
14:32 - What is the ideal time to send NPS
16:58 - How to take action
Quotations:
“We should be embracing continuous improvement because you won’t know what you need to improve unless you ask and get some feedback.” - Ed Chan
“Problems in any business happen, it doesn’t matter what business you are, and research has found it’s how you respond to the problem.” - Jamie Johns
“You talk to the client and you get a 10, you don't talk to the client, you get a 4. I mean that's really all it is.” - Tim Causbrook
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Download the full transcript here.
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