Yuav ua li cas txiav txim siab tias tus neeg siv khoom tau npaj los qhia koj rau lwm tus thiab ntsuas qhov ntsuas no

2024 Tus sau: Malcolm Clapton | [email protected]. Kawg hloov kho: 2023-12-17 03:58

Los ntawm kev siv cov cuab yeej no, koj yuav muaj kev nkag siab zoo ntawm cov neeg siv khoom txaus siab rau koj cov khoom thiab dab tsi yuav tsum tau txhim kho.

Hauv xyoo 2014, kev tshaj tawm rau Apple smartphones tau tshwm sim hauv Lavxias TV thawj zaug - tom qab ntawd nws yog iPhone 6 thiab iPhone 6 Plus. Ua ntej ntawd, lub tuam txhab cov khoom siv tau muag yam tsis muaj kev tshaj tawm hauv TV. Ntawm txoj kev, zoo li tam sim no, tsis muaj kev tshaj tawm rau iPhone. Thiab kev muag khoom tseem tab tom loj hlob - piv txwv li, hauv 2013, 1.57 lab cov khoom siv tau muag hauv Russia, ob zaug ntau npaum li xyoo 2012.

Qhov tseeb yog tias Apple xaiv qhov zoo tshaj plaws ad puas tau - lo lus ntawm qhov ncauj. Lub tuam txhab tau coj kom zoo dua ntawm qhov tseeb tias cov neeg siv khoom txaus siab yog lub tuam txhab cov neeg lag luam sab nraud zoo dua li lwm tus.

Niaj hnub no peb yuav qhia txog NPS metric, uas yuav pab koj kwv yees tus lej seb cov neeg txaus siab los ua koj li kev lag luam. NPS yog ib qho luv luv rau cov qhab nia txhawb nqa, cov lus hauv Lavxias suab zoo li "consumer loyalty index".

Yuav ua li cas xam NPS

1. Qhia rau koj cov neeg siv khoom: "Ntau npaum li cas koj npaj tau los qhia peb cov khoom, qhov twg 0 tsis tau npaj, 10 yog npaj txhij".

2. Muab koj cov lus teb rau hauv peb pawg:

   • 0-6 - tsis txaus siab;
   • 7-8 yog nruab nrab;
   • 9-10 - npaj kom pom zoo.
3. Siv cov qauv: (Nyeem Kom Pom Zoo - Tsis Txaus Siab) / Tag nrho cov neeg koom nrog kev soj ntsuam.
4. Hloov tus lej mus rau feem pua thiab tau txais NPS.

Piv txwv li, koj tau muab lub rooj cob qhia crochet thiab hais kom cov neeg koom ua daim ntawv nug. Tau txais cov txiaj ntsig:

• 0-6 - 15 tus neeg;
• 7-8 - 30 tus neeg;
• 9-10-50 tus neeg.

NPS = (50 - 15) / 95 = 37%.

NPS qhov twg yog qhov zoo

Common NPS Qib:

• los ntawm -100 mus rau 0% - phem;
• 0-50% - ib txwm;
• 50-70% yog zoo;
• 70-100% - zoo heev.

Piv txwv li, NPS ntawm BMW tsheb yog sib npaug rau Kev Rov Rov Qab Tsheb thiab Kev Txhim Kho Kev Ntseeg: Yuav Ua Li Cas BMW Fared? 46%, iPhone - 72% Apple's AirPods ua tiav 98% cov neeg siv khoom txaus siab hauv kev kawm tshiab, AirPods - 75%. Hauv 2016, qeb duas ntawm cov tuam txhab ua lag luam hauv NPS hauv North America zoo li no:

• USAA (bank for the US tub rog) - 80%;
• Costco (ib lub network ntawm kev pabcuam tus kheej warehouses) - 78%;
• Nordstrom (chaw ua haujlwm hauv khw) - 75%;
• Kua txiv - 70%;
• Amazon - 69%;
• Southwest (airline) - 66%

Tab sis nco ntsoov tias cov txiaj ntsig tau nyob ntawm qhov loj ntawm lub tuam txhab, cov khoom lag luam thiab cov neeg siv khoom.

Piv txwv li, tsev kawm ntawv tus kws qhia Elena Semyonovna npaj qib kaum ib Seryozha rau Kev Xeem Hauv Xeev hauv Physics. Tus kws qhia ntawv yooj yim thiab yooj yim piav qhia rau nws lub ntsiab lus los ntawm lub ncauj lus. Raws li qhov tshwm sim, Seryozha dhau qhov kev xeem nrog 75 cov ntsiab lus thiab nkag mus hauv tsev kawm qib siab. Tom qab ntawd, ntawm chav kawm, nws yuav tau npaj kom pom zoo Elena Semyonovna - nws dhau qhov kev xeem, nkag mus rau hauv tsev kawm ntawv, thiab nws tsis xav ua phem rau tus neeg. Elena Semyonovna muaj 20 tus neeg Seryozha nyob rau hauv ib xyoos, thiab txhua leej txhua tus xav txog tej yam zoo li no. Yog li ntawd, NPS yog qhov chaw hauv cheeb tsam ntawm 90-100%.

Tab sis Vadim yuav ib lub iPhone X. Ua kom Vadim zoo siab, Apple engineers ua ib qho screen yuav luag tag nrho cov vaj huam sib luag pem hauv ntej, ntsaws rau hauv 10-nanometer processor, thiab qhia lub ntsej muag scanning system. Thaum Vadim raug nug yog tias nws npaj txhij los qhia xov tooj, nws teb tias: “Leej twg paub. Txias, tau kawg, tab sis qhov no "monobrow" saum toj - nqus. Thiab iOS no tsis zoo ib yam, nws zoo dua nyob rau hauv Txoj Haujlwm. " NPS raws li qhov tshwm sim - 70%.

Los ntawm nws tus kheej, NPS tsis muab ntau npaum li nws zoo li thaum xub thawj siab ib muag. Koj tuaj yeem sib piv NPS ntawm koj cov kev kawm beading nrog lub iPhone thiab zoo siab tias cov chav kawm muaj ntau dua. Tab sis tsis txhob poob rau qhov ntawd.

Qhov tseem ceeb tshaj plaws yog ntsuas NPS tsis tu ncua thiab ntsuas nws lub sijhawm. Koj tuaj yeem sib piv nrog cov neeg sib tw ncaj qha.

Yuav ua li cas NPS pab txhim kho koj cov khoom

Kuv yuav qhia kuv qhov kev paub ntawm kev siv NPS. Kuv lub tuam txhab khiav cov kev kawm hnyav rau cov neeg ua lag luam - rau ob hnub peb qhia lawv txog kev tswj hwm kev lag luam. Koj tuaj yeem koom nrog nyob thiab online. Peb twb tau ua plaub qhov kev mob siab rau thiab ntawm txhua qhov peb txiav txim siab NPS - thaum kawg ntawm hnub thib ob peb muab daim ntawv nug rau cov neeg koom.

Cov lus nug tseem ceeb hauv daim ntawv nug yog "Rate npaum li cas koj npaj tau los qhia peb cov khoom, qhov twg 0 tsis tau npaj, 10 yog npaj txhij". Raws li nws, kuv suav NPS. Lo lus nug no yog qhov tseem ceeb, tab sis tsis yog tib qho xwb.

Kuv kuj hais kom cov neeg koom nrog ntsuas qhov zoo ntawm tus kheej cov ntsiab lus ntawm kev siv zog: kev hais lus ntawm cov neeg hais lus, tshaj tawm, lub koom haum. Yog li kuv nkag siab tias NPS raug tsim thiab yuav txhim kho nws li cas.

Hauv qab no yog cov txiaj ntsig ntawm daim ntawv nug rau ob qhov kev siv zog. Ua tib zoo saib xyuas qhov kev ntaus nqi ntawm kev tshaj tawm. Thaum peb pom 18%, peb pib xav ua ke nrog cov neeg ua haujlwm ua haujlwm tsis raug thiab yuav ua li cas txhim kho nws. Raws li qhov tshwm sim, qhov kev ntsuam xyuas tshaj tawm tau nce los ntawm 18% mus rau 50%, thiab NPS - los ntawm 76% mus rau 89%.

Vim li cas ho tsis tsuas yog nug txog qhov ntsuas khoom?

NPS thiab kev ntsuam xyuas cov khoom lag luam yooj yim muaj cov hom phiaj sib txawv. NPS yog hais txog cov lus pom zoo thiab lo lus ntawm qhov ncauj. Qhov zoo ntawm cov khoom cuam tshuam qhov no, tab sis tsis ncaj qha.

Cov neeg yuav muaj kev tsis txaus siab txog qhov zoo ntawm cov khoom, tab sis lawv tseem yuav pom zoo. Saib ntawm daim ntawv lo hnyav dua - hauv ob qhov kev ntsuas qhov zoo tau qis dua qhov kev npaj tau pom zoo. Peb txhais nws li no: txawm tias jambs, nws muaj txiaj ntsig zoo rau tib neeg.

Los yog tej zaum lwm txoj kev nyob ib ncig ntawm. Cia peb hais tias lub khw muag khoom ntawm koj lub tsev haum rau koj, tab sis koj yuav tsis qhia koj cov phooj ywg: Wow, nco ntsoov tuaj rau lub khw no! Lawv muag kuv cov mis nyuj thaum yav tsaus ntuj tom qab ua haujlwm!”

Tsis txhob txwv koj tus kheej rau NPS lossis tsuas yog kev soj ntsuam zoo ntawm cov khoom. Xav txog ob qhov ntsuas - tshwj xeeb tshaj yog vim nws yooj yim los ua nws hauv ib daim ntawv nug.