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Measuring customer loyalty gives businesses insight into their customer base and sentiment towards their company.
In an ever competing market, Alicorns customer sentiment is extremely important to us, a lot of our business is referred by customers and partners. The more information we know about our customer sentiment, the better ability we have to benchmark and improve where needed and of course shout internally about the joint team wins we have!
Utilising Sales Cloud and Pardot functionality we designed, implemented and automated an NPS process. Net Promoter Score is a management tool that can be used to gauge the loyalty of a business's customer relationships. It can be related to revenue growth and has been adopted by more than 75% of the fortune 1000.
It uses one question, and then an option for free text to ask for more points.
"On a scale of zero to 10, how likely are you to refer our business to a friend or colleague?"
We want to use this to benchmark delivery quality, and ensure our customers are getting the best from Alicorn in their eyes.
Utilising salesforce’s wider array of third party apps on the appexchange we managed to create a streamlined automated NPS journey. 123FormBuilder creates fully customised, sleek forms that are embedded into customised email templates using Salesforces drag and drop lightning email builder.
Once a project reaches a certain completion %, an automated NPS record is created off of the project record, this triggers an email alert to be sent to the project champion contact. With the use of Pardot HTML email builder we embedded 0-10 rating in the template. This enables customers to directly score us from their email and submit. Once submitted, data is captured and pushed back to the project record as well as a real-time Salesforce NPS dashboard. If the customer doesn’t respond, they are added to a nurture list in Pardot and tasks are assigned to the customers account manager, after 7 days a reminder is sent and depending on the customers actions they are added to a nurture campaign or the task is completed.
