This week we are sharing this comprehensive post by Pascal van Opzeeland who originally published it on Userlike’s blog. The loyalty of your customers can be measured. It’s difficult, though, because loyalty is an intention. And one that people aren’t always honest about. While they’re closely related, the measuring of customer loyalty works differently than that […]
The name of the game is collaboration. You may have an engineer delivering excellent code, or a business development associate pursuing opportunities for long term growth. If they aren’t working collaboratively with others on the goal of providing a fantastic customer experience, they are holding the company back.
Net Promoter Score (NPS) is the popular metric that shows you how well your company is doing at the job of keeping customers happy. A high score means that the folks who really love your service or product vastly outnumber those who’ve had a negative experience.
Since we’re both in the business of qualitative data, Wootric reached out to Morgan Brown to interview him for his expertise in the field.
In this age of survey fatigue, getting users to engage with a survey in any medium is challenging. Mobile apps are no exception, and have their own unique constraints. The good news is that in-app surveys can provide a streamlined mobile experience that results in super-high response rates and meaningful feedback, too.
As a startup founder, you were probably on a first name basis with many of your early users. Some became cheerleaders and champions, others churned. And, in those early weeks and months, everyone’s detailed, anecdotal feedback was critical. Those first 5, 10, or 50 customers helped you hone your product into something that hundreds or even thousands of customers now rely on.
There are a lot of ways to learn about your customers. You can pick up the phone, send out a survey, invite them to a customer event, or use a well-known method to learn more about who they are.
Before coming to Wootric for a summer internship, my programming experience was limited. I had taken a couple of object-oriented classes in Java and that was about it. I quickly found that my in-class experience did not immediately translate into workplace competency.
Whether you specialize in customer experience, engagement, success, or service, you’re tasked with retaining and delighting customers all the time. Plus, you have to get to know them.
So you’ve been reading up on Net Promoter Score. Your colleagues in the SaaS world tell you that it’s the best way to take your customers’ pulse. You’ve seen a few case studies claiming it’s the only number you need to measure.