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  • Writer's pictureLes Elby

The Importance of Customer Referencing and Understanding Your NPS Score

Updated: Jan 5

Today, Let's talk about a topic near and dear to our hearts: customer referencing and the significance of understanding your Net Promoter Score (NPS).





Building strong customer relationships is the foundation of any successful business, especially in the ever-evolving world of technology and software. By understanding the power of customer referencing, we can unlock invaluable insights and drive positive growth for our organisations.


First and foremost, what is customer referencing? It's all about leveraging your satisfied customers' positive experiences and recommendations to attract new clients.


At Lighthouse, we regularly conduct customer referencing exercises for our clients, and the insight they generate is incredible. Using feedback and making simple changes to your business can illicit a positive customer response and increase loyalty.


By featuring these stories, we showcased the tangible benefits of our product and its real-world impact, bolstering our credibility and establishing trust with potential clients.


Now, let's delve into the NPS score, a powerful metric quantifying customer satisfaction and loyalty.


The NPS score reflects how likely your customers are to recommend your product or service to others. It's measured on a scale of 0 to 10, with 9-10 being promoters, 7-8 being passives, and 0-6 being detractors.


Understanding your NPS score is crucial for growth. It provides a clear picture of your customers' sentiments, helping you identify areas for improvement and celebrate successes.


But here's the thing: NPS alone is not enough. You must dive deeper into the feedback and truly comprehend the "why" behind the scores. Connect with your customers, conduct surveys, and embrace their opinions to gain invaluable insights.


By actively engaging with your customers, you foster a sense of partnership and ensure their voices are heard. This collaborative approach strengthens relationships and enables you to refine your product or service based on genuine user f

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