You don’t just want to appeal to new customers – you also want to keep your current ones coming back again and again. Not only do returning customers require less introduction to your products and services, but they also tend to spend more than first-time customers, too. One user engagement strategy you can use to […]
How to NPS
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 […]
NPS Surveys: Five Strategic Reasons to Target by User Group
Five years ago, back when it was still common for software companies to gear up for an annual NPS email survey campaign, we made a name for ourselves with a “set and forget” in-app Net Promoter Score survey program. Wootric’s early growth was built on this modern, always-on approach: Survey all users on a 90-day […]
The 80/20 NPS Guide for B2B SaaS
In this guest post, Nathan Lippi, Head of User Research at PandaDoc, shares a Pareto principle approach to getting the most from a B2B Net Promoter Score program. NPS. It’s debated, loved, and hated, but in the world of B2B SaaS it’s rarely used to its full potential. At PandaDoc, we’ve become increasingly customer-obsessed since […]
10 Things Every SaaS Business Should Know About Net Promoter Score
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.
A Sales Gong for CX : Broadcast Real-time NPS to Your Entire Workplace
The sales gong is a motivational technique used on sales floors around the world. Every time someone closes a deal, they bang a gong or ring a bell to celebrate their success. And when the office gets quiet? Everyone knows it’s time to hustle. In other words, there’s never any question about how the team […]
Improving Customer Experience is Faster, Easier with the Wootric-Segment Integration
No industry is exempt from the need to deliver superior customer experience, and none more so than the highly competitive technology sector. Improving customer experience requires listening to customers and incorporating their data and their feedback into your CX strategy. Data-driven decisions are key to success–and that’s a challenge. Easily combine customer feedback with other […]
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 […]
How to Automate Closing the Loop on Customer Feedback
Gearing up to launch a customer experience management program can be a huge project. Companies often struggle with survey deployment, in particular, software marketers that want to gather feedback from users inside their application. Marketers often have to wait in the dev queue to add code to the product to enable a survey. And, when […]
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 […]
