Social Media Brand & NPS Surveys

Need Overview:

A client of BePozzi recently asked us how to leverage social media to learn more about their customers and fans. They would like to become more connected and aligned with their follower's needs and leverage social media to learn what innovations they could develop through that feedback.

Client Background:

Our client is a several decade-old credit union in the state of Mississippi with nearly 100,000 members. They have almost 8,000 followers on all social media channels and a relatively active social media calendar. The primary strategy for social media is to create awareness about products and services and answer questions promptly as they arise.

Solution:

BePozzi is working with a cross-functional group within the organization that spans the Customer Service, Customer Success, and Marketing teams to create an organized and consistent Listening Post strategy that includes Social Media, ATM promo screens, and POS points of engagement that will collect feedback from customers and fans quarterly. Once the information is gathered, it will be analyzed qualitatively and quantitatively for insights that will be delivered to the company's executive leadership. In addition, the information received will be used to create content that elevates the things they do well and where they can improve.

It may seem counter intuitive to use both positive and negative content. Still, it is exceedingly vital to let your customers know that you listen and do something to address their concerns.

BePozzi also recommended an NPS component so that we can measure improvement over time. Net Promoter Score or NPS is an index ranging from -100 to 100 that measures customers' willingness to recommend a company's products or services to others. It is used as a proxy for gauging the customer's overall satisfaction with its product or service and its loyalty to the brand.

"We are grateful to work with BePozzi on this survey project. We have dabbled in this for years but could never dedicate a full-time resource to the project, and we are excited to see where this leads us." - Diane B. - SVP, Marketing.

Both the client and BePozzi are excited to work together on this journey to learn more from and become more aligned with their customers. This process is guaranteed to improve retention and provide a source for new content to use in all marketing and communication materials.