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Cathy's Coaching Corner: Customer Empathy and Your Net Promoter Score

Cathy's Coaching Corner: Customer Empathy and Your Net Promoter Score

Welcome to Cathy's Coaching Corner, where each month Cathy Lindemann, WISe Wellness Guild's Small Business Coach-in-Residence, will present business tips to help small business owners become "unstuck" for immediate growth.

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Are you listening to your customers? This month as we reflect on improving our empathy for others, it's a good time to re-evaluate our customer reviews strategy.

Google Reviews are valuable because potential customers can see what others think about your product. Net Promoter Score gives insight into where you can make your business better.

Google Reviews are most helpful when the review includes unique, specific and detailed information. Pictures are always beneficial. Do not be discouraged if you are not a perfect 5! A perfect rating looks drummed up, planned and fake. Most people trust a company when their reviews are between 4.2 - 4.5. They want to see how companies respond when things do not go smoothly. Your response to reviews is vital to your lower than desired scores so take time to breathe, be empathetic with the customer and respond in an upbeat and honest way.

Do not be discouraged if you are not a perfect 5! A perfect rating looks drummed up, planned and fake. Most people trust a company when their reviews are between 4.2 - 4.5

Google Reviews help guide customers but the Net Promoter Score (NPS) gives you insight into your customers’ experience without it being publicly viewed.

Generally a NPS starts with one simple question, “How likely are you to refer us to others?” with a scale of 1-10. Those customers that give a 9-10 are promoters and you can leverage them to help grow your business. Negative promoters that can influence your business in a negative fashion tend to score a business at 6 or below. Those in the 7-8 range are simply passive and will neither help or hurt your business. NPS can be calculated by subtracting the percent of Detractors (1-6) from the percentage of Promoters (9-10). The higher the NPS the better your customer's experience is. The score gives you a chance to improve your customer experience before public reviews decline. 

NPS can be calculated by subtracting the percent of Detractors (1-6) from the percentage of Promoters (9-10).

👉 So let’s get started! You can ask for Google Reviews on your website, in emails, text messages and email signatures. (Learn more on setting up Google Reviews here). Net Promoter Scores most often show up as an email in the form of a survey that never references the term Net Promoter Score. The email shows one question. Large companies will then lead you down many questions but a true net promoter score needs only ask the one. If customers are willing to refer the business to others then you know your customers are thrilled with your product, service and the experience behind it. If the score is low, it is time to look into how to improve the customer experience!

Cathy Lindemann is President of Evolution Creative Solutions and on the Steering Committee for WBENC Ohio River Valley and Founding Member of WISe Wellness Guild. Cathy specializes in helping small businesses become "unstuck" for immediate growth and supporting strategic growth through WISe partnerships. Follow Cathy on Instagram @lindemanncathy, or connect with Cathy on LinkedIn at linkedin.com/in/cathylindemann.

Book a one-hour business coaching session with Cathy here

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Photo credit: Mikhail Nilov on Pexels

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