You’ve been thinking about developing a more rigorous customer feedback program, but you’re putting it off. You may feel like you don’t have the bandwidth to respond to customers, and worry that it will be tough to make sense of what people tell you.
5 Reasons to Build a Customer Feedback Program to Grow Your Startup
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.
Great Customer Experience Drives SaaS Business Success
Rob Van Brewster is Vice President of Global Alliances at Twilio, the cloud communications platform for building voice & messaging applications. Delivering stellar customer service has been a hallmark of his 20+ year career in enterprise sales leadership at technology companies including Twilio, Eloqua, and Salesforce.com. Building great teams is his passion, so we are excited that Rob has recently become an advisor to Wootric focusing on our go to market initiatives. We sat down with him recently to hear his perspective on the role of customer experience and Net Promoter Score in the success of SaaS businesses.
Case Study: How Entelo uses
In-app Customer Feedback to Prevent Churn
There are executives that talk a lot about valuing customer happiness, and then there’s Loni Spratt. Spend even a few minutes around Loni, Director of Customer Success at Entelo, and you’ll understand that it’s not just talk for her. She’s truly passionate about keeping customers satisfied, and it’s no wonder that she fits right in at a company like Entelo.
Building a Net Promoter Score Tool is Easy, Until It Isn’t
I joined Wootric last spring as the first full-time engineering hire. When I’m not busy scaling out our infrastructure, designing APIs or squashing bugs, I enjoy writing about our technology.
How to Get High Response Rates to User Surveys on Mobile
In this age of survey fatigue, getting users to engage with a survey in any medium is challenging. Mobile apps are no exception, and have their own unique constraints. The good news is that in-app surveys can provide a streamlined mobile experience that results in super-high response rates and meaningful feedback, too.
How & When To Survey Your Customers for NPS Feedback
When it comes to using Net Promoter Score surveys to gain insights from your customers, you probably have questions about sampling.
Leverage NPS Surveys to Boost Brand Advocacy
“Net Promoter Score,” also known as NPS, is the metric of choice for measuring customer loyalty. The magic lies in the answer to one simple question you’ll find on almost every company survey: “How likely are you to recommend us to a friend or colleague?”
How to Get Rich Product Feedback when You Can No Longer Talk to Every Customer
As a startup founder, you were probably on a first name basis with many of your early users. Some became cheerleaders and champions, others churned. And, in those early weeks and months, everyone’s detailed, anecdotal feedback was critical. Those first 5, 10, or 50 customers helped you hone your product into something that hundreds or even thousands of customers now rely on.
Net Promoter Score Implementation: DIY or Outsource?
The beauty of Net Promoter Score is its simplicity. At the core, it is one key numeric ranking question supported by an open ended “why” question. (See my post on the ABCs of NPS to learn the basics.) It’s a question that can be asked in many channels: over the phone, in an email, in your website or mobile app, in person. A variety of tools exist to help you execute NPS for your business with various degrees of complexity and cost. These range from setting up your own email survey to using an automated service to hiring a consulting firm to implement NPS programs for your company. Here’s a snapshot of what these different options have to offer: