We are excited to introduce Raving Fans, our new reward programme designed to recognise and reward our loyal clients. In the video below, Pierre explains how we collect customer feedback, the importance of NPS scores, and how this program is being used to recognise and reward clients who make referrals, as well as activating them to ultimately make more referrals!

What is it?

The Raving Fans programme is our way of acknowledging and appreciating the loyalty of our patients and clients while encouraging them to make referrals.

We identify high-value clients who make referrals using the information we collect on the client’s intake form. Reception proactively follows up with anyone who specified ‘referral’ as the reason they found Nordic Balance.

Once we identify the referer, we send a personalised letter containing two £30 gift cards: one for themselves to use on their next treatment or training session and another to share with a friend or loved one.

In addition, Jo or Pierre follows up with a call to offer our thanks for their previous referrals. It’s a personal touch that we think will resonate with the client!

Recently launched, the feedback has been positive, with many recipients already using the cards. We want to do more of this, and for it to succeed, we need all the team on board.

Why do we need it?

You may already know that we are quite obsessed with client and patient feedback and closely monitor our NPS score. NPS, which stands for Net Promoter Score, asks, “How likely are you to recommend us to a friend, colleague, or family member?” on a scale from 1 to 10.

These ratings are compiled into a score out of 100. Our current NPS score is over 94, which is exceptional in our industry (just ask Zach about his experience with NPS to understand how impressive this is!). This high score indicates that most of our clients are referrers who are highly likely to recommend us.

The Raving Fans programme aims to capture and amplify this enthusiasm. It’s well-known that it’s more beneficial to nurture existing clients than to acquire new ones. Loyal clients are more likely to refer us to their network, and referred clients tend to stay with us longer due to the power of social proof.

How can you be part of the Raving Fan program?

First and foremost, continue being amazing at what you do! By being personable, friendly, knowledgeable, and engaging, you’re already creating Raving Fans.

Secondly, stay alert and listen for referrals.

If a client mentions they were referred by another client, let the reception team know so we can update Mindbody.

The more we all tune in, the more impactful the Raving Fans programme will be, allowing us to recognise and thank more people.

We’re excited about this new programme and look forward to seeing its positive impact. As always, we welcome your feedback and are here to answer any questions or discuss further.