While so many companies are pondering how to grow their customer experience (CX) programs, there are plenty of CX champions looking to start a CX program. We talk with plenty of companies that are just starting up, or as we prefer to call it: Early Stage. Contrary to popular belief, it’s not at all hard […]
How to NPS
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 […]
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.
You hear the term tossed around in most any meeting focused on customers: “What’s the NPS? How many Promoters do we have? How many Detractors?” You may be asking yourself “What is NPS and what should we be doing with it?” Net Promoter Score (NPS) is a simple, powerful measure of customer loyalty. By asking […]
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 […]
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 […]
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 […]
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.
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 […]
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 […]