UPDATE: CXInsight is now in production, delivering value to our customers every day. Sign up for a demo of Wootric CXInsight™ Today we’re thrilled to announce the beta launch of Wootric CXInsight™. This significant expansion of our platform enables companies to input large volumes of qualitative data into Wootric — from any source — for auto-categorization, […]
If you are the Net Promoter Score champion in your company, you know that every function in your company can find value in NPS data. Yet it can be a challenge to get others to be as passionate about the benefits of customer feedback as you are. Hopefully, you have a C-suite sponsor — your […]
Net Promoter Score is the go-to CX metric for companies that want to measure and improve customer loyalty, a harbinger of growth. Thousands of companies use NPS, from the start-ups of Silicon Valley to the Fortune 500. One reason for this popularity is that Net Promoter Score programs have evolved in response to technology and the changing […]
We all know mobile apps live and die by user engagement. What’s the best way to understand why some app users love you, and why others disappear? What actions should you prioritize to boost user engagement? Many young companies choose the Net Promoter Score process. NPS surveys offer a lean way to gather meaningful feedback, and align a team around user happiness.
When it comes to using Net Promoter Score surveys to gain insights from your customers, you probably have questions about sampling.
The beauty of Net Promoter Score is its simplicity. At the core, it is one key numeric ranking question supported by an open ended “why” question. (See my post on the ABCs of NPS to learn the basics.) It’s a question that can be asked in many channels: over the phone, in an email, in your website or mobile app, in person. A variety of tools exist to help you execute NPS for your business with various degrees of complexity and cost. These range from setting up your own email survey to using an automated service to hiring a consulting firm to implement NPS programs for your company. Here’s a snapshot of what these different options have to offer:
Imagine a lion tamer in the center of a circus ring, whip in one hand, a wooden chair in the other. The lion stares at the man, unsure of its next move. The crowd waits anxiously for the lion to strike — but nothing happens. The angry lion has been tamed, without brute force or coercion.
Net Promoter Score is a powerful and easy way to get a temperature check on your customers. And Software-as-a-Service, like any business, can benefit from customer listening.
“You Guys Suck.”
Yup, I’ve gotten that feedback from a customer. And I’ve learned to cherish it. Here’s why I love my unhappy customers.
I heard about Venture Beat’s GrowthBeat conference a little last minute, and made the decision to attend. As a marketer and a founder of a tool often leveraged by marketers, I was interested to hear the latest on growth (who doesn’t?) and connect up with other marketing minds in the tech community.