What we call Customer Experience (CX) is the total effect of each interaction between brand and customer over the course…
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The Customer Journey Mapping Guide to Getting Started
A customer journey map is a diagram of all the places customers come into contact with your brand, online or…
In-app, Email or SMS Surveys? How to Choose the Best Customer Feedback Channels for Your Business
Omni-Channel Customer Feedback You know your business inside and out. You know that listening to customers and responding to their…
What Customer Success means now, during the COVID-19 pandemic
Three years ago, I wrote a post on “How to start a customer success program from scratch” and outlined all…
Qualitative Data & Reaching Problem-Solution Fit & Product-Market Fit: An Interview with Morgan Brown
Since we’re both in the business of qualitative data, Wootric reached out to Morgan Brown to interview him for his expertise in the field.
How to Get Higher Response Rates in the Age of Survey Fatigue
Fred Reichheld invented the Net Promoter Score (NPS) survey 14 years ago to better gauge customer desires and loyalty, and…
5 Sneaky Biases That May Affect Your Customer Insight Analysis
Data is the beating pulse of business, but customer data is more like DNA. Customer data, if we’re using it…
Who Should Own Renewal? Customer Success Experts Share the Pros & Cons of 3 Different Models
A year has gone by, and it’s time for SaaS subscription renewal. Who reaches out to close the renewal, the…
Customer Feedback Classification Using Bag-of-Words
PART II. [Go to Part I] The first approach in any Machine Learning problem is to find a baseline performance…
“Product Managers, Stop Worrying about Building the Wrong Thing on Schedule”: A Q&A with Laura Klein
Get ready for some straight talk about product management from Laura Klein, Principal at Users Know and Author of UX for Lean Startups. In this Q&A with Wootric, Laura talks about how to avoid the traps and excuses that can derail you from building what is most important to users, and how to keep your team aligned around customer experience.