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 […]
Marketing & CX
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.
We’re excited to announce that our Zapier integration is live! In case you haven’t heard, Zapier is the application that lets you easily “zap” data from one workflow application to another and trigger actions. This is a boon to companies that use multiple platforms to support different functions, and need their data to move seamlessly […]
The Wootric team is excited to announce a new feature: Tagging. A tag is a label you may create and optionally apply to individual NPS survey responses for the purpose of filtering, sharing and performing trend analysis. Our users can now create an unlimited number of custom tags and associate them with NPS responses.
In my last piece I shared my thoughts on the why Net Promoter Score is so popular. I’ll now share the NPS program model I recommend. It’s intended for the novice NPS program owner, as well as the veteran NPS program owner who isn’t getting the expected traction or results. This model has evolved since the four years when I implemented salesforce.com’s first ever NPS program across 15,000 employees. I’ve since modified it to make it more agile to fit the needs of small and mid-size clients.
Given the popularity of Net Promoter Score (NPS), maybe you are wondering if you should too adopt it too. As you consider whether NPS is right for your business, it might help to understand some of the reasons why it has become so popular in the first place.
Doesn’t it feel great when business is booming (or at least appears that way)? You’re not receiving any complaints, customers continue to use your service, and some of them are even growing their accounts. You must be doing everything right, right? Not necessarily. Many businesses make the mistake of assuming that a customer is loyal, […]
As someone that works to improve the customer experience at your company, you want to make sure you’re effective. Are you communicating with customers enough? Are you effectively measuring their happiness? Are you taking their feedback seriously, and integrating it into your business plans?
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.
Think of NPS, or Net Promoter Score, like rocket fuel. If you leave it alone, it won’t do much. But when you load it into a responsive, proactive, customer-driven company: blast off.