It sounds simple — but it’s not easy: talking with your customers through every stage of the customer lifecycle. There’s been a lot said about the value of talking to your customers before you build the product to ensure market fit, but very little said about continuing the conversation past marketing and past the sale. […]
How to NPS
How to Learn from Bad Net Promoter Scores
This guest post was written by Martin Ceisel, the lead Content Strategist at MindTouch. His hobbies include writing, writing, and writing some more. MindTouch is a self-service platform that helps companies improve support agent productivity, increase ticket deflection, and fuel self-service support. A quick look at some Net Promoter Score benchmarks will quickly reveal a painful […]
Using Industry Benchmarks to Set a Good Net Promoter Score (NPS) Goal
“What grade did you get?” Do you remember getting asked that question in grade school? Or maybe you were the one asking it? Humans like to know how they’re doing compared to everyone else. This carries over into customer experience as well. At Wootric, we advise companies on setting up an effective Net Promoter Score […]
Why You Should Abandon Long, Annual Customer Surveys (and Use Always-On Microsurveys Instead)
When was the last time you completed the long survey you ask your customers to fill out? This is a painfully obvious (and obviously painful) exercise you can do to assess the customer experience of your surveys. If the survey is long, you will probably find it a boring, tedious task to parse and answer […]
The Joy of Net Promoter Score: Sharing Customer Praise
Gathering Net Promoter Score feedback isn’t just about receiving critique and feature requests. An important growth component of an NPS customer feedback program is identifying your promoters, then engaging and activating them for upsell, referral or advocacy. But there is another benefit to identifying promoters — the feelings you get from their verbatim comments–gratification, inspiration, […]
How to Choose the Best Net Promoter Score Software for Your Business
You’ve decided to implement an NPS program to increase customer loyalty, but now you’ve got to wade through the pool of NPS software service providers to find the best value and match for your company. All of them allow you to ask that all important question, “On a scale of 0 -10, how likely are […]
Gauging SaaS Customer Experience around the Globe? Ask Your Customers for Feedback in their Native Tongue
As SaaS businesses scale, having the ability to sell and provide support in multiple languages becomes a competitive advantage. It can even become a necessity to keep pace with the competition. As a B2B SaaS company you are likely doing business with customers around the world. This is one of the powerful advantages of a […]
Top CX Blog Posts of 2017: Customer Journey Mapping Guide and Defining Customer Success
The Wootric Blog has written another year of how-to guides, new integration announcements and expert opinions, all to help professionals build efficient, cross-functional teams focused on boosting customer happiness. Here are the articles that were viewed, shared and bookmarked the most in 2017! The Customer Journey Mapping Guide to Getting Started Customer journey maps can […]
The Loyalty Metric: A Brief History of Net Promoter Score and How to Use it in Practice Today
More than two-thirds of the Fortune 1000 list currently use Net Promoter Score, a customer loyalty metric introduced by Fred Reichheld in a 2003 Harvard Business Review article, “The One Number You Need to Grow.” One number. And to get to that one number, you only have to ask one question: “On a scale of […]
How Net Promoter Score has Evolved to Keep Pace with Modern CXM
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 […]
