Are you prepared for their response?

This is a very important question, and its answer provides great insights into your business’ performance through the eyes of your customers. Providing a recommendation to friends or colleagues is a personal risk … If you are like me you will not give out your recommendation willy nilly. What if your friend gets rubbish service, how will that reflect on me. I will only recommend somewhere if I can be confident that the product and/or service will live up to my recommendation. So does your product/service instil enough confidence in your clients that they can comfortably recommend your business to their friends and family?

Thinking about loyalty in this way is important but if you want to go one step further check out how you can actually measure your Net Promoter Score – http://www.satmetrix.com/net-promoter/nps-score-model/