In this video, Alan Ho (Head of Developer Relations at Apigee, now part of Google) & Prabhat Jha (CTO of Wootric) talk about how digital native companies like New Relic, Docker, and Apigee/Google use API Analytics and Net Promoter Score to build user experiences that developers love. Instrumenting and optimizing developer portals for these critical […]
Emotion is coming to the forefront of Customer Experience (CX) management, not because it’s warm and fuzzy, and not because leveraging feelings is devilishly manipulative, but because when you use emotion to drive your CX efforts, it becomes a powerful differentiator. More companies are getting better at the functional basics of customer experience, like responding […]
I’m biased – I like the Net Promoter Score system, and I’m going to tell you why (in a minute). But, I also think we need an unbiased perspective on NPS, one that airs the dirty laundry, so to speak. Net Promoter Score is both a customer loyalty metric and a system for improving loyalty […]
The digital revolution is in full swing. Moving fast and gaining momentum. It’s a time of promise and peril, a time of opportunity and disruption. Those adapting the fastest will win. Apigee’s “Adapt or Die” conference delivers API and digital know-how—the blueprint for adapting and optimizing your people, processes, and technology to transform your business. As an […]
By now you’ve probably heard about Slack, the wildly successful communication app that’s replacing email in just about every company from AirBnB to AutoDesk. The Slack boom is part of the trend of replacing email with in-app communication, whenever possible. It is the business equivalent of texting, and–let’s face it–even your parents prefer texting to […]
Building and maintaining the product roadmap is a central part of your role as a product manager. Yet there is surprisingly little consensus about product roadmaps across the product management community. Opinions vary wildly, for example, about what exactly a product roadmap is, how to structure one, what to include in it, and which tools […]
As a product manager, your vision drives the heart of your company. You might be responsible for the product development roadmap, strategy and features, or even marketing and competitive market analysis. Because you wear so many hats, you’re the best person in your B2B company to form bridges between departments usually kept separate, including: product […]
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.
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.