Harnessing the Power of Word-of-Mouth: How High NPS® Drives New Sales?

What if half your new business came from loyal customers raving about you? Companies with high Net Promoter Score®s (NPS®) consistently see 30% of new sales come primarily from a referral – in the case of our clients with some it has gone up to 50% of new sales as well – driven primarily  just by referrals or word of mouth! This is a growth engine that is faster, cheaper and more effective than traditional marketing.

Why Word-of-Mouth Is Your Most Valuable Sales Channel

Unlike traditional marketing efforts or paid advertising, customer recommendations carry authenticity and trust. When a satisfied client endorses your brand, they accelerate the sales cycle and remove skepticism, thus leading to higher conversion rates and lower acquisition costs. Our studies have found that word of mouth is 4X more powerful than TV advertising in influencing purchase decisions.

The NPS®-Word-of-Mouth Connection

NPS® measures how likely customers are to recommend a brand to others. A high NPS® indicates a strong base of promoters—loyal customers who actively share their positive experiences. These promoters become brand ambassadors, driving organic growth through their networks.

The Result? A marked improvement in retention and a compliment from their main competitor who said “We have better products & services and our marketing spend is much bigger than them but we just cannot match their customer experience” Read more about how the brand’s customer referrals transformed them into a brand customers wanted to talk about here [link to club super].

How to Unlock Referral Growth for your Business?

• Deliver Unforgettable Customer Experiences: Ensure that every touchpoint leaves a lasting positive impression on your customers.
• Engage with Promoters: Identify and nurture brand advocates, leveraging their enthusiasm for testimonials, case studies and social proof.
• Address Detractors Proactively: Turning negative experiences into positive ones can convert detractors into promoters. We’ve helped save businesses from doom with our powerful detractor alerts.

The Engaged Strategy Advantage

At Engaged Strategy, we don’t just measure NPS®; we create actionable plans that harness its potential to drive real business outcomes. Our proven methodology ensures that customer satisfaction translates into tangible growth, making word of mouth your most powerful sales channel.

Ready to turn your loyal customers into your top brand ambassadors? Let us talk over a casual call to help you understand how we can help you.