Differences between NPS Top-Down & NPS Bottom-Up

Differences between NPS Top-Down & NPS Bottom-Up

THE NET PROMOTER SCORE (NPS) Net Promoter Score (NPS) measures the loyalty that exists between a provider and a consumer. The provider is the entity that is asking the questions on the NPS survey. The consumer is the customer, employee, or respondent to an NPS survey. It gives an indication of the growth potential of your company and your product. It gauges the customer’s loyalty to the company. It serves as an alternative to traditional customer satisfaction research programs that…

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3 Strategic Ways to Increase Customer Loyalty

3 Strategic Ways to Increase Customer Loyalty

It is difficult to win the favor of a customer. Retaining them is another difficult job. The current market is so competitive that everybody tries to offer grade A services. The first priority of any business is to provide the best consumer experience. Small business owners should know ways of starting up and maintaining a customer base. Customer loyalty makes a business to stand out conspicuously. Satisfied consumers maintain their preference to businesses where they were served well. The relationship…

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How to use NPS in a SaaS Business

How to use NPS in a SaaS Business

Software as a Service (SaaS) is an application that consumers can access over the web or the Internet. Examples of popular SaaS applications are Google (Gmail, Analytics) and Facebook. SaaS can also be used to deliver services to enterprise customers, to help them with accounting, tracking sales, planning and so on. There are many advantages of SaaS. One of them is that you can access the SaaS service from any computer, as long as you have an Internet connection. SaaS…

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New big feature: Segments

New big feature: Segments

We have a big new on loyalnow that you need to know. A new feature: Segments With the new segment function you can group your clients that have common features and analyze the NPS in a segmented way. This assists in analyzing who your customers are more and less satisfied with. Enabling effective and targeted action. Go yo my loyalnow account An example of how you can use is targeting your clients by industry: Let’s say you identify which pharmaceutical…

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Exclusive interview with Lincoln Murphy

Exclusive interview with Lincoln Murphy

Last week we had the honor of talking to one of the top references in Customer Success, Lincoln Murphy. We invite you to attend this interview, led by our CEO, João Dambroz. Lincoln brings his insight into the area of Customer Success to 2017. It’s worth watching. Some topics of interview The Definitive Guide to Customer Success 2017 – http://sixteenventures.com/customer-success-definition Key Customer Success metrics that companies should look and improve How to create a Customer Success Strategy How to Use…

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The Responsibilities and Attributes of Customer Success Manager

The Responsibilities and Attributes of Customer Success Manager

Customer success management is a new and important role that is being established. It’s a combination of roles and responsibilities of various departments in a firm to ensure a continuous flow of income from customers. Firms are now concerned about the benefits that customers get after using their products. A customer success manager (CSM) is concerned with client association retention and optimization. He is valuable to the company and its clients. The CSM must possess some attributes to carry out…

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What are chatbots and how use it in my customer experience?

What are chatbots and how use it in my customer experience?

With the rise of technology, artificial intelligence comes closer and closer to human life. Soon the usual messaging that we use to communicate will be far behind a new, innovative step towards a useful and interactive technology – the chatbots. What is a Chatbot? You may also have come across the terms chatterbot, talkbot, Artificial Conversation entity or just Bot. They are all names of the chatbot – a computer program that is designed to carry out communication with humans…

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How to Beat Low Morale and Create Employee Advocates

How to Beat Low Morale and Create Employee Advocates

Employees with low morale lack motivation to be effective at their work. Frequent disciplinary cases, lower returns, quitting, tardiness, poor group cohesiveness, lack or pride in the job and poor performance are the major signs of low employee morale. To ensure that the company does not suffer from the negative effects of low morale, it is necessary to employ measures which will beat the low morale of the employees. The key factor is to focus on cultivating high morale in…

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3 Ways to Increase Customer Loyalty Now and for the Long Haul

3 Ways to Increase Customer Loyalty Now and for the Long Haul

According to a report released by Forbes, it is estimated that 79% of customers switch to other providers within a week of poor customer service. The report goes on to point out that the cost that customers incur when switching to other businesses is $ 1.6 trillion. Thus, there is no doubt that customer loyalty is the heartbeat of every business. Companies and products which have existed and stood the test of time didn’t do so because they have the…

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The 7 biggest mistakes in Customer Service

The 7 biggest mistakes in Customer Service

The smartest companies, the ones who succeed understand the importance of customer service. They understand what drives customer loyalty and greater profitability. Some companies do a better job than others because they know the mistakes that are commonly made. Most of the mistakes are a result of recurring bad habits and bad choices. These mistakes can be avoided if you understand them. Here are the seven common mistakes that companies make when it comes to customer service. 1. Forgetingt that…

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