Even though the system and the cascade of events are triggered automatically, Mention’s team recalls that customer interactions cannot be 100 percent automatized. Its NPS process is merely an excuse to get its customers to communicate and explain more about their needs and wishes. Mention automates individual interactions to the point where its staff can actually talk to them.
So how do you use your NPS score?
First, trigger an automated reward or referral code to your rcs database top 20 percent of promoters. You can add to this a manual outreach to the top 5 percent, as these are your advocates to the utmost and you can get a lot of business-development ideas by simply talking to them.
On the other side, send an automated churn-prevention offer to your bottom 20 percent. You may want to call your most critical customers who are slipping away to convince them not to churn.
The team at had a brilliant idea to reduce churn. It removed the possibility for a customer to cancel his account on his own. It can seem tough at first, but forcing your customers to get in touch with you via email or phone in order to unsubscribe can drastically reduce your churn and will allow you to understand the reasons for churning better, as explained very clearly in this post.
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