The name of the game is collaboration. You may have an engineer delivering excellent code, or a business development associate…
A 4-Step Process for Aligning Every Employee Around Improving Customer Experience
“I Almost Lost a Customer When Our Champion Left”: A Customer Success Story from Zuora
In this final post in our series of Customer Success war stories, we have a sterling example of success. Rachel…
An Early Customer Thinks They’ve “Outgrown” Your Product: A Customer Success Close-Call
Here is Part 2 of our series, Customer Success Failure: How the Pros Lost Customers (and Learned from it). Pros share…
Career Tip for Product Managers: Build Bridges, Not Just Products
As a product manager, your vision drives the heart of your company. You might be responsible for the product development…
Zapier Integration is Live! Connect NPS, CSAT & CES Survey Data to All Your Apps
In case you haven’t heard, Zapier is the application that lets you easily “zap” data from one workflow application to…
Announcing Wootric’s First Round of Funding
Today is an exciting day for Wootric. We founded Wootric in 2014 after realizing that businesses struggle when it comes to managing customer feedback…
Tagging: How To Make The Most of Open-Ended NPS Feedback
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.
Eight Principles for Improving Customer Experience with NPS
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.
Why is Net Promoter Score so Popular?
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.
What Happens When You Confuse Repeat Business with Customer Loyalty
Doesn’t it feel great when business is booming (or at least appears that way)? You’re not receiving any complaints, customers…