Referrals are your highest-quality, lowest-cost leads. But most referral programs are manual and forgotten. Automation fixes this.

Why NPS Scores Matter

Net Promoter Score (NPS) predicts referrals:

NPS Calculation

Ask: "On a scale of 0-10, how likely are you to recommend us?"

Promoters (9-10): Will refer, love your product
Passives (7-8): Satisfied but won't actively refer
Detractors (0-6): Won't refer, might churn

NPS and Referrals

Promoters = Your referral source
Focus referral efforts on Promoters
Convert Passives to Promoters
Fix issues for Detractors

Triggering Referral Requests at "Moments of Delight"

Ask for referrals when customers are happiest:

Moments of Delight

After achieving success (hit their goal)
After positive support interaction
After renewal (they're happy enough to renew)
After positive review/testimonial
After milestone celebration

Automation Triggers

NPS score = 9 or 10 → Send referral request
Support ticket resolved with high satisfaction → Ask for referral
Renewal completed → Thank them + ask for referral
Success milestone achieved → Celebrate + ask for referral

Incentive Structures that Work

Good incentives drive referrals:

Effective Incentives

Both parties benefit: Referrer and referee get reward
Immediate value: Cash, credit, discount
Meaningful amount: $50-500 depending on deal size
Easy to claim: Automatic, no hassle

What Doesn't Work

Generic swag (low perceived value)
Complex point systems (too complicated)
Delayed rewards (they forget)
One-sided benefits (only referrer gets reward)

Tools to Track Referrals

Use tools to automate referral tracking:

Referral Software

ReferralCandy: eCommerce focused
Extole: Enterprise referral platform
Friendbuy: Social referral programs
Built-in CRM: Many CRMs have referral features

What to Track

Referrals sent
Referrals converted
Revenue from referrals
Top referrers
Referral source (which customers refer most)

Making it Easy to Share

Remove friction from referrals:

Easy Sharing Methods

Unique referral link: Easy to copy and share
Email template: Pre-written email they can send
Social sharing: One-click share to LinkedIn, etc.
QR codes: For in-person referrals
Landing page: Dedicated referral page

Conclusion

Referrals are your best leads. Use NPS to identify promoters, trigger referral requests at moments of delight, offer meaningful incentives, use tools to track referrals, and make sharing easy. The result? More high-quality, low-cost leads from your happiest customers.