Now that consumers have more and more influence on the success of your business, how can you convert your detractors in promoters?

Ever since the advent of social networks, consumers have enjoyed more and more influence on a business’s success. It is thus more important than ever for managers to respond to their business’s detractors quickly and efficiently. This article highlights the metrics you can use to identify your detractors (i.e.: Net Promoter Score) as well as the various steps to follow to turn a detractor into a promoter.

The article focuses in particular on the need for speed and a personalized approach when dealing with a detractor, thereby demonstrating to your customers your willingness to constantly improve customer experience. Moreover, it specifies the importance of giving your customers a chance to express themselves through multiple channels of communication, where they will feel the most comfortable. And finally, it presents various ways to convert those detractors into promoters by ensuring a personalized solution of their issue.

Source: http://www.newsfactor.com/story.xhtml?story_id=112001YKYZPC