Depending on your business, it may (or may not) be prudent to thank your MVPs.
This decision may largely hinge on how many MVPs you have. If you get dozens every day, it may simply not be possible to reach out to each and every single one of them and provide them with a freebie, a voucher or even just a verbal thank-you—especially if you have resources constraints.
However, reaching out and thanking an MVP can be an excellent way to double-down on a great experience for the customer. Imagine being on the receiving end of a great product or service that went so above and beyond expectations that you gave the business a perfect score; then a representative calls up to let you know they noticed, and that they are appreciative.
That could be enough to turn a one-time purchaser into a lifelong customer.
If you do decide to thank your MVPs, this is the process you can follow in Customer Monitor to find and prioritise them.
Start by navigating to the MVPs section via the navigation sidebar. Here, you will be presented with a table that looks like the one below:
This table gives you an overview of all your MVPs, including their:
- Your MVPs’ names and contact details,
- Their most recent NPS scores,
- The reasons for their high score,
- Their MVP status,
- The number of days they have remained uncontacted, and,
- Their promoter notes.
For the purposes of finding and thanking your MVPs, the contact status is the place to begin.
Filter the table with the Top Promoter Filters. Select ‘Not contacted’. This will reduce the table to only include those who have not yet been contacted.
Once this is done, you are presented with a choice of who you prioritise. All of these will be uncontacted MVPs, but you may want to start with:
- Those have been uncontacted the longest (i.e. those with the highest Days Open),
- Those most valuable to your business (e.g. those in a segment that does a lot of business with you),
- Those with the highest promoter scores (i.e. a 10).
Once you have decided on your prioritisation preference, you should also check the Promoter notes. This is accessed by selecting the pen-and-paper icon to the far right of the MVP table.
This will give you some more detail on the customer and previous interactions, left by other team members.
This is important to do in order to double check how a contact has reacted to being contacted in the past—some may feel awkward and not like the attention.
On that note, make sure that you also check Extra Questions to see if your MVPs have provided a testimonial. If they haven’t, you may want to ask during the phone call.
Once you have contacted and resolved your MVPS using your internal process , make sure to return to Promoter notes and update it using the pre-populated fields, examples of which are shown below:
Make sure to also switch their status to Contacted in the Status column of the MVP table. Repeat until your non-contacted MVP list is empty!
At this stage, your customer has essentially reached the bottom of the sale funnel, but there are still a few last follow-up actions to do.
Firstly, check the testimonials in Extra Questions for potential marketing material. These are an excellent way to convince those who may be undecided about your products or services.
Next, if the MVPs you contacted said they would give a testimonial, simply follow up in Extra Questions to check if they have. If not, it may pay to send them a reminder email, but be careful: being too pushy could easily lead to lower NPS scores in the future.
Lastly, remember to share the feedback from your MVPs with the team that had a role in providing them a great and memorable experience. Letting your employees know that they are doing a great job and making people happy is a great way to improve staff morale.
We hope you found this informative. For more Customer Monitor tips, tricks and strategies, get in touch with your account manager or check out the rest of the CM documentation here.