Transcript:
Richard Sykes: Clientshare has been a real enabler for our business. Our customer retention rate is 98% this year, which is higher than any other business I’ve known. It’s a fantastic tool that enables our team to understand what our customers are saying every day.
What I love about Clientshare, as a leader, is that I get our client feedback messages every day – real, live data. That’s fantastic in today’s world. I can talk to my teams about our client feedback, and that enables us to respond to our customers’ requests. It’s an amazing tool.
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Net Promoter Score (NPS) remains one of the most widely used customer feedback metrics in the B2B world. Many organisations send out annual surveys or ad-hoc feedback requests, but few know how to use NPS to retain clients and drive growth effectively.
In this paper, we explain what NPS measures, why it's important, and explore the ways leading suppliers are using it to improve contract retention, drive upselling opportunities and boost overall customer experience.