When you begin using Net Promoter Score (NPS) surveys as part of your CX program, you should probably keep it simple. That means surveying every customer with the same NPS question on a cadence that makes sense for your business. As your customer experience program matures, there are scenarios where treating groups of users differently […]
Use Company Values to Power Employee & Customer Experience
As this absolutely crazy year winds down, it’s time to ask the question “what great things has 2020 brought to your business?” You didn’t expect that one, did you?! We think one standout opportunity is aligning your core corporate values with your employee experience and your customer experience. The CX silver lining of 2020 is […]
A Primer on the 3 Most Important CX Metrics – NPS, CSAT and CES
Welcome to the “Age of the Customer.” Are you ready? Increased competition in nearly every market is leading businesses of all types to search for ways to attract and retain their ideal customers. Through technology, customers have unprecedented access to information about products and services. With a few clicks, they can compare your company with […]
CX Tipping Point: 7 Signs You Need Text & Sentiment Analytics
The potential for machine learning to elevate the customer experience has everyone buzzing. AI-powered text and sentiment analysis can be an incredible solution for specific problems that CX pros face. But how do you know when the time is right to move to the next level of CX? Are there new tools you can purchase […]
What Product Development Can Learn from Customer Support Leaders & Their Data
Customer support interactions are an integral part of the customer journey, but sometimes SaaS companies forget about the Support department—rendering it the redheaded stepchild of the Customer Experience (CX). Maybe it’s due to collective denial of the fact that some users will struggle with a product no matter how amazing it is? Or maybe Support […]
Wootric ranks #1 in ROI in Experience Management | G2 Grid Report
Wootric, the CX management platform for maximizing customer lifetime value (CLV), has been recognized as a High Performer in the G2 Crowd Grid Report for Experience Management for Fall 2020 and Winter 2021. Wootric also outperforms the category on all satisfaction measures including ease of use. Notably, Wootric, which seeks to drive business outcomes from […]
How Tech Uses CX Metrics to Find Bottlenecks to Product Led Growth
We are all competing in the End User Era now. Investor Blake Bartlett coined the term “End User Era” to capture an important shift that is happening on an organizational level across industries: “Today, software just shows up in the workplace unannounced. End users are finding products on their own and telling their bosses which […]
Wootric-Freshdesk Integration Helps Improve Customer Support
We are excited to announce a new integration with Freshworks that enables cloud-based businesses to optimize the customer support touchpoint, a crucial moment in every customer journey. The integration is now available on the Freshworks Marketplace. The integration between Wootric and Freshworks’ omnichannel helpdesk, Freshdesk, enables businesses to immediately trigger a personalized Wootric microsurvey upon […]
Customer Experience in the Era of Product-Led Growth
Executives and end-users look for different things when choosing software products. An executive, for example, might be more interested in ROI and scalability, while the end-user often cares more about just getting their work done, quickly and easily. There was a time when executives were the gatekeepers who decided which B2B software products their companies […]
How to Use Slack & Microsoft Teams to Gauge #WFH Employee Experience
Working from home is a big, sudden adjustment for your employees. Your people are figuring out how to get their jobs done while managing childcare and sourcing toilet paper. They are learning how to use new technology platforms like Zoom–communication tools that remote workers have been using for years. And it’s a lot. Business leaders […]
