Benefits of using NPS data in KlaviyoThere is nothing more powerful to eCommerce leaders than zero-party data. Of course, when we talk about zero-party data, we’re often referring to using a tool like Octane AI to gain information about your customers from your customers. But today, we’re talking about zero-party data that tells you exactly how your customers feel about your brand.
Why is this important? Because you can use this information not only to come up with actionable insights on how to make your brand and customer journey even better than it already is, but also to target customers based on how they feel and where they are in their customer journey.
What is NPS?
Net Promoter Score (NPS) is a powerful tool that helps businesses measure customer satisfaction and loyalty. By asking customers a simple question like, “How was your experience with your recently purchased product?” you can get a better understanding of how satisfied they are with your business, their shipping experience, and your products.
You can ask these questions easily using Omniconvert and place specific questions both post-purchase on the order confirmation page to gauge the customer’s experience on-site or through a Klaviyo Flow using Omniconvert’s integration to gauge the customer’s experience after they’ve received your product.
Using NPS data in Klaviyo can help you identify areas where you need to improve and areas where you excel. It can also help you create targeted messaging for each segment of your customer base.
Segmenting Your Customers in Klaviyo
Segmenting your customers based on their NPS score is an important step in using NPS data effectively. However, this doesn’t have to be done using Klaviyo segments. It can be done within your NPS Flow to target customers based on their most recent score.
For example, you can create three Conditional Splits within your Flow based on their NPS scores like the following:
- Promoters (score 9-10): These customers are loyal and satisfied with your product as well as their overall experience with your brand.
- Passives (score 7-8): These customers are somewhat satisfied, but not entirely.
- Detractors (score 0-6): These customers are dissatisfied and unlikely to recommend your brand.
Once you have your Flow build, you can use each customer journey and NPS score to create targeted messaging for each group.
Personalising Your Messaging
As these customers are happy, you may wonder what type of messaging you can provide for them. Good things to include is to provide them with a reward such as free shipping for their excellent score of your brand. You can also encourage them to sign up for your loyalty program like LoyaltyLion, and encourage them to make a purchase with product recommendations.
While these customers provided a good score, it’s not the best score they could have given. These customers can also be provided with a reward for their score, but they should also be provided with the option to contact customer support should they want to raise any issues they experienced in their purchasing journey.
Detractors should be sent straight to customer support. The best thing you can do is integrate Omniconvert with Gorgias. They way, you can set up immediate action should a customer provide a low score for your brand, and there will be no waiting period for the customer.
No matter how customers score your brand, they should always be thanked for providing a score. It’s important to remember that they don’t have to provide a score and are doing it for you to gain insight into their experience.
Improving Your Product
Using NPS data in Klaviyo can also help you identify areas where you need improvement. By analysing the feedback provided by your detractors, you can identify common issues and work on resolving them. You can also use the feedback from your promoters to identify areas where your brand is particularly strong and use this in your marketing and messaging to encourage conversion.
Blend & NPS
There are a wide range of uses for NPS data. And using this data in Klaviyo will only help in improving your Customer Lifetime Value and retention. That’s why if you’re not using it, you’re losing out.
If you already have too much on your plate or if you’d just like to know more about how NPS would be beneficial for your specific business, get in touch with the team at Blend today. Our NPS experts will help you with anything you need.