Introduction
Net Promoter Score (NPS) promoters are an excellent starting point for building a strong advocacy program. These customers are already highly satisfied with your product and are more likely to participate in activities like case studies, testimonials, and references. By engaging NPS promoters systematically, you can convert their enthusiasm into meaningful advocacy opportunities. This article provides a step-by-step guide to identifying, engaging, and nurturing NPS promoters for advocacy.
Step 1: Identify NPS Promoters
Start by analyzing your NPS data to pinpoint promoters who are most likely to advocate for your brand.
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Use NPS Analytics to Segment Promoters: Access NPS Analytics to filter respondents who scored 9 or 10 on their NPS surveys.
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Combine NPS Data with Sentiment Scores: Leverage Sentiment Analysis to further prioritize promoters with consistently positive feedback.
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Identify Advocacy Potential: Cross-reference NPS data with customer engagement metrics from Adoption Explorer to focus on high-value customers.
Step 2: Personalize Outreach to Promoters
Design engagement strategies tailored to the specific needs and preferences of your promoters.
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Create Segmented Campaigns: Use Journey Orchestrator to send personalized emails inviting promoters to advocacy programs like case studies, webinars, or reviews.
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Acknowledge Positive Feedback: Send a personalized thank-you note acknowledging their NPS responses and expressing appreciation for their support.
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Offer Exclusive Opportunities: Invite promoters to join Customer Advisory Boards or participate in early access programs, showcasing your commitment to their input.
Step 3: Automate Follow-Ups and Track Engagement
Ensure consistent follow-up and tracking to nurture promoters into advocates.
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Set Up Automated CTAs: Use the Rules Engine to create CTAs for CSMs to follow up with promoters. For example, assign a task to invite a promoter to an upcoming event.
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Track Advocacy Activities: Document engagement outcomes, such as participation in case studies or reviews, using Timeline.
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Monitor Engagement Metrics: Use Dashboards to track participation rates, engagement trends, and new advocates onboarded.
What's Next
With a structured approach to engaging NPS promoters, you can begin identifying new ways to deepen their relationship with your brand. Explore how to use Customer Advisory Boards to strengthen these connections in the next article, Build Advocacy Through Customer Advisory Boards.
Explore More
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Support Resource: NPS Analytics Overview
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Pulse Video: Advocacy - Building a Program to Identify Advocates and References
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Support Resource: Journey Orchestrator Overview