Tag: customer success

How Amazon maintains an impressive NPS

Amazon NPS

From its humble beginnings as an online bookseller, Amazon has grown to become one of the world’s largest eCommerce businesses. But unlike many massive multi-national organizations, Amazon remains incredibly popular with its customers.

So popular in fact that Amazon accounts for 5% of total US retail turnover (nearly $68 billion in 2013). In terms of NPS, Amazon’s score is 50% higher than main street stalwart Macy’s.

Read full article →

Detractors: Offer a Solution Instead of Just Asking Why?

Offer a solution to detractor

Ask any company for the metrics they use to judge success and you’ll receive one of a few all-too-common answers:

  • A low monthly churn rate, with lots of customers signed up for the long term
  • A high Net Promoter Score®, indicating that their product is useful and valuable
  • Positive reviews and public feedback, which fuel growth and build a strong brand

All of these are important indicators that a product – and a company – is on the right path. But they aren’t the ultimate metrics of success. For most businesses, success is best gauged by the answer to a single yes or no question:

“Does your product or service solve a problem and help your customers become successful?”

Read full article →

Ultimate Net Promoter Score (NPS) Breakdown: Interview With Grigore Raileanu

This article was originally published on WeeklyGrowth by

Net Promoter Score (NPS for short) is pretty popular among SaaS people. Some people obsess over its number, others hate it and most of us fall somewhere in between. NPS is not only limited to SaaS, but to other businesses as well, such as brick and mortar businesses.

I didn’t know much about NPS, so after reaching out to me and reading a couple great posts of his, I invited over Grigore Raileanu, CEO of Retently, WeeklyGrowth subcriber and successful SaaS entrepreneur to shed some light on the topic.

Read full article →

7 Reasons Why Customer Experience is the Next Competitive Battleground

“Customers are no longer buying products and services– they are buying experiences delivered via the products and services.” – Gregory Yankelovich

In a world where your potential competitors are just a ‘click’ away, customer experience is the new marketing battleground. Customers no longer pick brands for individual products or services; instead, they choose the business that delivers the best experiences.

Read full article →