QBRs play a vital role in nurturing client relationships and driving business growth. However, you can significantly amplify your growth efforts by integrating a potent tool into your QBR strategy: NPS
In this step-by-step guide, we'll explore how to effectively combine NPS with QBRs to enhance client satisfaction, foster loyalty, and ultimately boost growth.
10 simple steps to boost your growth with NPS
Step 1: Grasp the basics of NPS
Before we delve into the integration process, let's ensure a solid understanding of Net Promoter Score.
NPS is a metric that measures customer loyalty by posing a straightforward question: "On a scale of 0 to 10, how likely are you to recommend our company to a friend or colleague?"
Responses fall into three categories: Promoters (9-10), Passives (7-8), and Detractors (0-6). The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters.
Step 2: Align NPS with your QBR objectives
To achieve seamless integration, align the objectives of NPS with those of your QBRs. Define the outcomes you want from both processes, which commonly include elevating client satisfaction, identifying areas for improvement, and stimulating growth via client referrals.
Step 3: Strategically gather NPS data
Incorporate NPS data collection into your routine Business Reviews. This can be accomplished through surveys or follow-up emails dispatched shortly after the review meetings. Ensure that the timing is conducive to capturing immediate client feedback and sentiments.
Step 4: Analyse NPS feedback
Once NPS feedback is collected, scrutinise it to spot trends, common pain points, and aspects where clients perceive value. Utilise this data to inform your QBR discussions and prioritise topics of utmost importance to your clients.
Step 5: Include NPS insights into your QBR agenda
During your Business Reviews, weave insights gleaned from NPS feedback into the agenda. Discuss the client's NPS score, dive into the reasons behind their score, and discuss any specific feedback they've provided. Utilise this information as a foundation for addressing concerns and showcasing areas primed for enhancement.
Step 6: Showcase action and accountability
To genuinely harness the power of NPS, it's vital to exhibit unwavering commitment to addressing client feedback. Throughout your Business Reviews, highlight the measures taken or planned in response to the feedback received. Allocate responsibilities, set deadlines, and diligently track progress to underscore accountability.
Step 7: Celebrate Promoters and celebrate on their loyalty
Spotlight your Promoters during your QBRs with them. Recognise their loyalty and explore potential incentives for client referrals. Promoters often emerge as your most potent advocates, so leverage their positive sentiments to drive growth via word-of-mouth recommendations.
Step 8: Address Detractors and Passives
For Detractors and Passives, Quarterly Business Reviews serve as a pivotal opportunity to transform them into Promoters. Engage in candid discussions regarding their concerns, listen attentively, and proffer viable solutions. Demonstrate genuine commitment to enhancing their experience, and follow up post-QBR to monitor progress.
Step 9: Monitor progress over time
Consistency is paramount when integrating NPS with QBRs. Continue the regular collection of NPS feedback and monitor shifts in scores and sentiments over time. Utilise this data to gauge the impact of your efforts and refine your strategies accordingly.
Step 10: Iterate and enhance
Lastly, conduct periodic reviews and enhancements of your NPS-QBR integration strategy. Collect feedback from clients regarding the effectiveness of this approach and make necessary adjustments to ensure its continued contribution to growth and client satisfaction.
Final thoughts
In summary, by combining Net Promoter Scores with Quarterly Business Reviews, you can build your understanding of clients and fuels growth by elevating satisfaction, nurturing loyalty, and prompting referrals. The implementation of these steps will not only bolster your client relationships but also play a pivotal role in propelling your business towards greater success.
What next?
Clientshare have developed Pulse, the world's leading Business Reviews platform, supporting B2B enterprises in the BPO, Logistics, FM and IT Services industries.
Find out more about Clientshare Pulse by watching our intro video below.
If you think that Clientshare Pulse could help you to improve your retention and growth, get in touch with the team and book a demo.
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