All industries are undergoing a transparency revolution. Today’s buyers are less likely to trust what you have to say about your firm, and much more willing to be persuaded by their peers (your existing clients and customers) and others speaking on your behalf. NPS presents businesses with a powerful opportunity to identify Promoters and ways they can help tell your story of service excellence.
Referrals: The best tool in your marketing and BD arsenal is a strong referral – one from an existing or past client who not only had a positive outcome, but a positive experience working with your firm.
Testimonials: Testimonials are the third most trusted source of information (after referrals and independent third-party awards) when determining the quality of a potential service provider. What’s more, your clients are ready to provide you with a testimonial!
Online ratings + reviews: More than 80% of buyers consider online reviews and ratings as trusted sources of information when determining the quality of a service provider. In fact, online reviews and ratings are considered equally as important as the tenure of your staff when making the decision to work with you.
When B2B buyers consider a potential service provider, 93% say ratings and reviews found online have an impact on their decision.
The number of “negative” vs. “positive” reviews have significant impact on buyer influence as well. This is where encouraging your Promoters to leave you reviews can help boost your online reputation and combat any unexpected negative reviews.
Today’s consumers are skeptical, and the truth is no matter how great your service is, prospective clients need to hear it from people like them (their peers) in order to believe it.
