At a time when customer retention is the name of the game, Customer Effort Score has gained ground as a CX metric for good reason. Research indicates that when evaluating customer interactions with a product or service, Customer Effort Score, more than CSAT, or even NPS, is the strongest predictor of customer loyalty. Customer experience […]
Wootric Named “Notable Vendor” in Gartner’s Market Guide for Voice-of-the-Customer Applications
SAN FRANCISCO–December 3, 2019 — Wootric, the leading customer experience management software for the CX champion, announced that it has been named a Notable Vendor in the Gartner “Market Guide for Voice-of-the-Customer Applications” report. Gartner defines Voice of the Customer applications as the collection of capabilities required to collect, analyze, and act upon a broad […]
How to Have Successful Meetings with Stakeholders about NPS Results and Voice of Customer Insights
As the professional responsible for customer experience in your company, you know that great UX and CX can give your company a competitive edge. You may take a customer journey approach to tracking metrics like Net Promoter Score or CSAT, gathering feedback at moments that can make or break customer loyalty. It’s your job to […]
5 Steps to a Customer Experience Program that Delivers Tangible Benefits
Companies are dedicating significant resources to analyzing and improving customer experience. And it’s with good reason: customers that have great experiences stick around. Their loyalty and positive word-of-mouth can become a competitive advantage that drives growth and profitability. Yet research by Customer Think reveals that only a third of customer experience (CX) programs deliver tangible […]
Wootric Announces New AI Insights and Global Targeting for Enterprise Customer Experience Champions
With new product enhancements, Wootric empowers CX champions to evangelize and democratize insights from customer and employee journey feedback, at scale. SAN FRANCISCO – September 18, 2019 – Wootric, the leading modern software for the CX champion, today announced the release of new advanced code-free targeting and AI-driven features that democratize access to CX insights […]
Tech Trends in Customer Experience Management that Every CX Champion is Evaluating
Now more than ever companies must listen and respond to customer feedback. Positive customer experience not only wins you loyal customers but also brand advocates. On the other hand, a single bad experience can mean that customer loyalty takes a hit. As a customer experience champion, you are at the forefront of the battle to […]
Lee Jacobs on the Connection Between Customer-Centricity and Startup Success
We recently sat down with early stage investor Lee Jacobs to get his take on the connection between customer centricity and startup success. Wootric: Hi Lee! Tell us about your career and how it led you to investing in early stage entrepreneurs. Lee Jacobs: I was always interested in early technology. When I was at […]
Has your NPS program become…boring?
As purveyors of customer experience management software, we are fans of using the Net Promoter Score (NPS) system to boost customer happiness. NPS is the wildly popular customer loyalty metric that is used by Fortune 500 companies and startups alike to building customer centricity. It credited with driving customer retention and revenue growth. Yet there […]
G2 Crowd Grid for Enterprise Feedback Management (Winter 2019)
We’re delighted to share that Wootric has once again been recognized as a “High Performer” in the G2 Crowd Grid Report for Enterprise Feedback Management. “In a few short years, the Wootric platform has evolved from an NPS survey tool to an AI-powered, enterprise-ready Voice of Customer solution. The fact that we have garnered stellar […]
How Sentiment Analysis Improves Employee Engagement in Healthcare
Employers know that hiring individuals who are a good fit is important to the company’s ultimate success, but not everyone recognizes that hiring is just the beginning. In the healthcare industry in particular, where burnout rates have been increasing at alarming rates, monitoring employee sentiment and getting feedback to improve their engagement is crucial to […]
