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 […]
How to NPS
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 […]
How SaaS Companies Do NPS: Learning from Customer Success at HelloSign and Optimizely
There is a thriving Meetup group of Customer Success professionals here in the San Francisco Bay Area. Customer Success is a new and evolving field, so each monthly gathering is packed with Customer Success Managers from SaaS (Software as Service) companies around San Francisco who want to learn the latest insights from experienced Customer Success leaders. […]
Our Top 5 Blog Posts of 2016: Net Promoter Score and Customer Loyalty
The Wootric blog brings insight, how-tos, and good advice to professionals that are taking a cross-functional, rigorous approach to boosting customer happiness. Whether you are in Customer Success or Support, Product Management, CX, or Marketing, there is something here for you. Here are the articles that were viewed, shared and bookmarked the most in 2016! Why […]
In-app, Email or SMS Surveys? How to Choose the Best Customer Feedback Channels for Your Business
Multi-Channel Customer Feedback You know your business inside and out. You know that listening to customers and responding to their needs is the key to staying competitive. Still, you might be struggling with where and when to survey your customers. A pop-up survey in your web app? Send them an email? What about a text […]
