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Should You Use NPS For Your Exit Survey?

Should You Use NPS For Your Exit Survey?

Exit surveys — surveys you send to customers when they cancel their subscription or abstain from upgrade after a free trial, ceasing to use your service — have grown massively in popularity over the last few years, as an increasing number of businesses realize the tremendous value of feedback from departing customers.

Done right, they can provide valuable insights into why customers quit using your product giving you a grasp of the customer experience and the issues they dealt with along the way. Used properly, Net Promoter Score surveys can serve as highly effective tools for learning more about the perception of your product, service or business as a whole, letting you use the unlocked data to drive improvements.

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Closing the Customer Feedback Loop: Turn Insights into Action

Closing the Customer Feedback Loop: Turn Insights into Action
“It’s not the score that matters; it’s what you do with it to make promoters that really counts.”
Fred Reichheld, Bain & Company

 

The quote pretty much sums up the whole purpose of adopting Net Promoter Score® – using the captured insights to close the feedback loop.

Customer feedback loop depicts the process of continuous enhancement based on the customers’ insights about the business they interact with. It is one of the most efficient ways to seek for improvements in accordance with clients’ needs. Listening to what they have to say is indispensable since the sought answers lie at the core of customer sentiment.

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How to create a customer-focused content strategy based on question research

HOW TO CREATE A CUSTOMER-FOCUSED CONTENT STRATEGY BASED ON QUESTION RESEARCH

There is a timeless question on every content marketer’s and site owner’s mind: how to fill my site with content that converts, engages, and resonates with my audience? The answer may seem quite obvious: your content should be as customer-focused as possible.

My approach is based on finding questions people ask Google and using them in my content strategy. This research can give a great insight into how people think and what they want to know about your niche. The article you’re about to read will tell you how to find these questions and how to use them to boost your content marketing efforts.

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How to Incorporate NPS Feedback into Your Product Roadmap

Incorporate NPS into your Product Roadmap

Just like it’s difficult to drive to a new destination without a definite plan for how to get there, trying to build, launch and market a new product without a clear product roadmap guiding the development process is an exercise in vain.

A product roadmap is a strategic plan or statement of intent matching the vision and steps involved in a product’s development. A well-defined and goal-oriented roadmap allows the team to be on the same page and act in the same direction. In addition, it offers both executives and users a better understanding of the product to be developed, the features to be included and its timeline.

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12 Great NPS Survey Question and Response Templates [2018 Update]

12 Great NPS Survey Question and Response Templates [2018 Update]

There’s much more to Net Promoter Score® than just the quantitative ratings customers give to your business. You can keep track of your NPS® score and its changes, but it’s the qualitative feedback that gives you the “why” behind it, bringing the voice of the customer to the front.

Ask the right NPS questions to get a constant pulse on customer sentiment and you will have an accurate understanding of how your company, product or service is perceived. Embark on the process by determining the suitable question for the specific NPS campaign you plan on launching and the impact will be decisive.

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Implement NPS Surveys Into Your Customer Lifecycle Email Campaigns

How to Fit NPS Surveys Into Your Customer Lifecycle Emails

Lifecycle emails are an important part of forming, developing and strengthening the relationship between your business and your customers.

Done right, they can help you develop a closer connection between your customers and your product, increasing your customer lifetime value (CLV).

The reason these types of emails are called “lifecycle emails” instead of simply “emails” is that they’re designed and crafted to achieve a specific objective at a specific point in the customer’s lifecycle.

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Should You Calculate NPS Using Responses From Customers That Mistakenly Signed Up?

Should You Calculate NPS Using Responses From Customers That Mistakenly Signed Up

Search online for information on increasing your SaaS products’ conversion rate and you’ll find page after page of techniques designed to help you convert more of your visitors into trial users and paying customers.

Often, these tactics are successful — when implemented effectively, they can boost your conversion rate and increase your visitor-to-trial-user conversion rate. But by solving one problem, it’s quite easy to create another: customers who sign up for your product without really needing it.

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Why You Aren’t Receiving Qualitative NPS Feedback (And What You Should Do)

Why You Aren’t Receiving Qualitative NPS Feedback

While many people think of Net Promoter Score® surveys as revolving around a simple zero to 10 rating scale, the reality is that there are two sides to NPS® — the quantitative (the rating) and the qualitative side (the feedback).

Just like few things are more frustrating for the average person than sending an email without getting a response, few things are as discouraging for a customer satisfaction expert as sending a NPS survey and receiving a score without any qualitative feedback.

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NPS vs. Social Media For Market Research

NPS vs. Social Media For Market Research

One of the most common questions we receive, as an NPS®-focused software business, is how Net Promoter Score® differs from the type of data you can extract by studying people’s reactions on social media platforms like Facebook, Twitter and Instagram.

This is an easy question to answer, although one that’s best tackled in detail. Below, we’ve explained how Net Promoter Score and social media reactions differ as market research tools, as well as how these two sources of data can be used together to help your business grow.

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5 Failproof Tips For Dealing With Angry or Disappointed Customers

5 Failproof Tips For Dealing With Angry or Disappointed Customers

Eventually, every business will have to face an angry customer. Clients become upset with businesses for a variety of reasons, from justified misunderstandings to expectations that don’t match up with reality.

Dealing with an angry or disappointed customer can be a challenging experience, especially if you’ve grown accustomed to satisfied ones. Luckily, you’re not the first business to face this problem, and the interaction might not be as bad as it first seems.

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