Revenue growth and profitability – are the two metrics the C-Suite cares about the most. They tell you exactly how you did this month or quarter. But do strong sales predict next quarter’s results? Hardly. What if the C-Suite had a crystal ball that could not only predict their growth and profitability, but give […]
Marketing & CX
Fred Reichheld invented the Net Promoter Score (NPS) survey 14 years ago to better gauge customer desires and loyalty, and the practice quickly caught on. But when Fred himself announces that he’s sick of customer feedback surveys, you know we have a problem. There’s no question there is a tsunami of surveys that’s just overwhelming. […]
The best way for marketers to learn strategies for how to grow a company is to harness the experiences of other business leaders and entrepreneurs. Serial entrepreneur and angel investor, Jason Calacanis, knows this very well, which is why he created the successful online show This Week in Startups (TWIST). On a recent ‘Jam Session’ of TWIST, Jason […]
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 […]
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, […]