However, more and more companies also decide to conduct this type of surveys among B B customers. The purpose of the NPS survey is to verify the level of satisfaction, but what exactly is satisfaction? Satisfaction is a personal feeling of pleasure or disappointment resulting from comparing a product or service with expectations. Source P. Kotler, K. Keller, Marketing, In our opinion, satisfaction can be divided into types The service or product does not meet the customer’s expectations The level of service or product is tailored to the customer ‘s expectations The service or product is better than the customer’s expectations If we already have a customer in our group who is satisfied with the service, the next step is to loyalty him.
A New Concept Of Marketing
An his loyalty is a certain kind of behavior towards a given entity, product, company or service. However, is the customer who expresses his satisfaction already a customer database loyal to our brand? What are the characteristics of a loyal customer? A customer who returns Recommends services or products to others He is a satisfied user He buys more often and intensively Sees the added value of the service/product He buys in the same place He trusts the brand He fills out surveys Thinks about the brand/service NPS Source bbva Why we need satisfied and loyal customers.
What Modern Sales Look Like
A satisfied customer is the best, cheapest and easiest way to attract new customers. As you can see from the above example from the NPS survey, when the level of customer satisfaction is high, they are more likely to share a positive opinion. Undoubtedly, this is a good way to increase sales on a regular basis. such a satisfied customer is five times lower than the cost of acquiring a new one. In addition, it is the cheapest form of advertising our product or Email Lists service, because they willingly share their opinion with an average of people from their environment.