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.Read full article →
“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.Read full article →
If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for.
Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.Read full article →
Since it was first introduced in 2003, Net Promoter Score® has established itself as the primary metric for measuring customer satisfaction, retention and potential growth.
However, it’s certainly not the only customer satisfaction metric out there. From CSAT and CES to alternative methods of measuring customer satisfaction, the world of market research is full of useful methods of recording customer sentiment.Read full article →
“The brand is no longer what we tell the customer it is – it is what the customers tell each other it is.”- Scott Cook
Detractors are everywhere. These people can damage your reputation or sometimes even kill your brand by leaving negative reviews on the Internet and making sure their bad experience is heard by absolutely everyone they know.Read full article →
Outsourcing becomes more and more popular these days, as more companies all over the world are turning to different destinations for outsourcing their business activities, and it’s no wonder. There are many advantages of outsourcing, and in today’s global economy, it becomes a common practice.Read full article →
Most unhappy customers decide to never use the service they didn’t like, or even worse, share their disappointment with their friends. Even though negative feedback might seem like a terrible thing, customers that express their dissatisfaction are creating an opportunity for you to improve their experience.
Talking to dissatisfied customers shows that you care about them and helps you prevent unwanted circumstances from happening.Read full article →
While customer satisfaction plays a pivotal role in assessing the future growth trajectory of a company, the truth is that collecting customer feedback is a tricky and lengthy process. Most businesses simply don’t have a framework that could proactively obtain key insights and engage with customers in real-time. Read full article →
Managing your customer retention rate is an incredibly important part of growing a sustainable business. There’s no better feeling than acquiring a new customer. On the other hand, there’s no worse feeling than watching the customers you worked so hard to acquire switch to your competitor.Read full article →
Pricing strategy is one of the most important aspects of a business. In some ways, we are rational when it comes to making a purchase decision. In other ways, we aren’t. Placed next to each other, most people would select the more expensive product as the better one, even if it isn’t.Read full article →