32. Are Your Customers Promoters, Passives or Detractors? With Natalie Khoury

32. Are Your Customers Promoters, Passives or Detractors? With Natalie Khoury

Natalie Khoury

Developing Strategy From Data

As a business coach and Net Promoter Score Certified Associate, Natalie Khoury develops strategies to help move businesses towards delivering exceptional customer services and to positively impact their bottom line. She is passionate about bringing out the best in people, particularly women in business. As a holistic coach, sales trainer and business strategist, Natalie facilitates change that alters the way customers perceive a business, with outstanding results.

During my conversation with Natalie she shares:

  • The concept of sales staff as hunters or farmers
  • Her experience around the benefits of good customer relationships
  • How she develops client loyalty for the businesses she works with
  • How to meaningfully engage with your customers to improve sales
  • The Net Promoter Score (NPS) methodology explained
  • How to attract more promoters/brand advocates to your business
  • How NPS aids future decision making to drive business
  • The value of transactional surveying
  • How to incentivise but not skew surveys for accurate data
  • An easy-to-implement tip to determine where you should be communicating with your target market; and
  • How to reward your customers for their repeat business


Natalie’s Example Of A Customer-Centric Business

  • Mr Pilgrim Cafe – Adelaide – for developing a knowledge of their customers’ needs and the community feel they have created. “I felt that extra touch, that extra spark in the service” – Natalie Khoury


Selected Links For This Episode


On surveying customers: “You want to make sure that you have a good response rate so that your data is statistically viable. 33% is a good response rate. It gives you enough data to say that’s probably what’s happening across the board.”-Natalie Khoury


Before sending a survey to your clients: “Send a pre-notification email saying this is really important to me. What I’m going to do with the data is ‘x’, and to progress our business forward and ensure that client-centricity is at the heart of what I’m doing, I’m going to send you a survey. I really would like you to be open and honest with me. And for every response, I’m going to make a donation to charity.”-Natalie Khoury


“The cost to get a new customer far outweighs the cost of looking after your current customer base”-Natalie Khoury


On not focusing on customer retention: “You’re missing a trick. Because focusing on your customer care and customer loyalty and giving your frontline staff everything they need to keep customers is important.”-Natalie Khoury


“Before you start looking at ‘how do I get new customers?’ I would sit and reflect on how am I keeping my current customers happy? How am I making sure that my current customer is talking to his friends or her family about what they’ve experienced today? How have I made their day that extra bit special?”-Natalie Khoury


On customer touch points: “Every engagement that you have, even with a prospect, the impact that you can have on them is really going to change their experience”-Natalie Khoury


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