Building and maintaining the product roadmap is a central part of your role as a product manager. Yet there is…
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More Than a Metric: The Net Promoter Score Cycle
Imagine a lion tamer in the center of a circus ring, whip in one hand, a wooden chair in the other. The lion stares at the man, unsure of its next move. The crowd waits anxiously for the lion to strike — but nothing happens. The angry lion has been tamed, without brute force or coercion.
How to Leverage Net Promoter Score to Boost Customer Retention
You don’t just want to appeal to new customers – you also want to keep your current ones coming back…
Our Machine Learning Journey: From Zero to Customer Value in 12 months
PART 1 At Wootric we collect hundreds of thousands of NPS, CSAT and CES survey responses every week. We do…
6 Customer Engagement Tips from The Experts
Whether you specialize in customer experience, engagement, success, or service, you’re tasked with retaining and delighting customers all the time. Plus, you have to get to know them.
5 Effective Methods for Measuring Customer Loyalty
This week we are sharing this comprehensive post by Pascal van Opzeeland who originally published it on Userlike’s blog. The…
5 Customer Experience Trends to Pay Attention to in 2016
As someone that works to improve the customer experience at your company, you want to make sure you’re effective. Are you communicating with customers enough? Are you effectively measuring their happiness? Are you taking their feedback seriously, and integrating it into your business plans?
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:
5 Customer Experience Competencies to Drive Business Growth
In the modern consumer-led environment, the customer experience is of paramount importance. Whether you’re offering omnichannel contact center solutions like…
3 Must-Haves for a Successful CX Transformation
A few years ago, Forrester declared that we have entered “the age of the customer” — a fundamental shift of…