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Author: Willian Becher

I understand that behind a happy consumer, there is always a team working hard to make it possible. As an entrepreneur, I want to facilitate and provide ways for companies to deliver an incredible experience for their customers.
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 businesses are increasingly worrying about the success of their customers, so it is essential to understand how your product is serving these customers and what difficulties and problems they are having. One of the most effective ways to collect feedback is using the Net Promoter Score (NPS) methodology.

NPS: What is and how to calculate it

Net Promoter Score (NPS) is a metric that measures the likeability of your product. In other words, it tells you whether your customers like your service and will recommend it to others. NPS is calculated in the following way: customers are asked to give a rating to the product ranging from 0 to 10. Customers who rate the product 9 and 10 are called promoters. Customers who rate the product 7 and 8 are called passives, while customers who rate the product from 0 to 6 are called detractors.

NPS = (percentage of promoters) – (percentage of detractors)

The NPS score ranges from -100 to 100. Therefore, NPS for SaaS is a measure of the favorability of your product. It tells you whether your customers approve of your service, and whether they are satisfied with it. It is a way for customers to give feedback about your service. NPS was created before the invention of SaaS services. However, it is very suitable to be used with SaaS services.

Quick and non-intrusive

NPS lets your customers know that they matter to you. It shows that your company is interested in the opinions of its customers. Many a times, customers want to give feedback about a service, but are too busy to do it or forget to do so. NPS for SaaS allows your customers to give feedback at the touch of a button. Therefore, NPS surveys are quick and also non-intrusive. NPS surveys are also short, so that they do not irritate the customers with lots of questions. The survey does not distract the customer while using the service.
NPS for SaaS also lets your company know whether they should add new features to your product. If you see that the NPS is not growing over time, it is time to add new functionality. NPS also allows customers to add a comment after giving their rating. In this way, you can get specific information about how you can improve your service.

Reduce churn

NPS can be used to reduce churn, which is the percentage of subscribers who discontinue your service after a certain time. Within NPS, the detractors are more likely to leave a service after a certain period of time.

Drive referrals

NPS can also be used to drive referrals to your company. So if one of your customers rates your service a 9 or a 10, the service can then ask the customer whether he or she would like to refer the service to a friend. In this way, you can increase the brand loyalty of your product. loyalnow offers a feature for promoters to referral to their contacts through social networks.

What is a good NPS score

An NPS score that is above 20 shows that your service is well-liked by your customers. Companies such as Amazon and Salesforce have NPS scores of 60. NPS can be used to increase sales and profits of a company. It is a way for the company to know about the complaints of its customers. For example, if a particular feature is not working properly, or if the server is down too often, the company can know. NPS lets your company know how happy the customers are with its service. You can compare your NPS score with those of other companies, to tell you how well you fare against your competitors. You should connect the NPS to your customer database, so that you can get information on customer behavior.

Tips and best practices to use NPS for SaaS

Segments

You can divide the customers into segments, and get the NPS within each segment. For example, assume your SaaS service is sold in 2 plans, one that is a high fee plan and the other that is a low fee plan. You may find out that while subscribers of your high fee plan are satisfied with your product, subscribers of your low fee plan are not satisfied. Therefore, you can concentrate your company’s resources on subscribers who are using your low fee plan. In this way, you can analyze the NPS within different subscriber segments.

Trial and paid customers

SaaS companies often have both trial and paid customers. You can get the NPS for both trial and paid customers separately. You can have separate surveys for trial customers and paid customers. This is important because the purpose of using the product is different for trial customers and paid customers. Trial customers are more interested in the features of the service and whether the service satisfies their need. Paid customers, on the other hand, are more concerned with the price of the service, the user interface and other such issues.

Measuring NPS continuously

You should measure the NPS for SaaS regularly. This gives you an idea of how your service is growing. If your NPS is falling compared to levels in the previous year, you will recognize the problem and take steps to deal with it. Your NPS may grow after you have introduced a particular feature. In this way, you can also find out which of your product features are popular and which are not. By measuring the NPS continuously, you can track the evolution of your product, and make sure that the service is always growing.

In-app NPS surveys

It is a good idea to deliver NPS surveys in-app. This is because you can catch your customers in the moment, who can then tell you what they think about the product at that time. In this way, you can also get NPS scores for particular features. In-app surveys are a good way to get a lot of data quickly.

In conclusion, NPS is a great metric to help you increase the growth of your product, provided you use it right. NPS is just the beginning, not the end, of your aim to find out about your customer satisfaction levels.

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.

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Segments

An example of how you can use is targeting your clients by industry:
Let’s say you identify which pharmaceutical customers have a NPS of 5, while the rest of your clients have a NPS of 50. You may be failing to serve the pharmaceutical industry compared to the rest of your customer base.

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Segments is fully customizable, here are other ways to use this feature:

Type of plan
If you work with a recurring monthly template by offering plan options to your customers, you can see which plan has the most satisfied and the least satisfied customers.

Job Position
You can also filter by the user’s role using your product, and understand if there is any specific that is dissatisfied or difficult to achieve success with your product.

And if you need other criteria, it’s very easy to set up. And speaking of configure, we have something new. Now you can count on our Installation Guide, where we explain step by step how to let loyalnow running on your application, website or e-commerce. Just click on this link to check it out.

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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

  • Key Customer Success metrics that companies should look and improve

  • How to create a Customer Success Strategy

  • How to Use Net Promoter Score to Improve Customer Success

  • The importance of data analysis

  • The balance between acquisition and retention

  • Customer Success Tips and Trends for 2017

  • First steps on Customer Success

  • The importance of Customer Success at SaaS model

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 his responsibilities effectively.

Responsibilities of Customer Success Manager

  • The primary job of CSM is to develop customer relationships that advocate retention and loyalty. He works with clients to ensure that their needs are met and ensures improvement in areas of dissatisfaction.
  • The CSM is responsible for the relationship with the company’s customers. He achieves this by increasing adoption, safeguarding retention and satisfaction of customers.
  • The CSM is tasked with developing a good advisory relationship with clients and ensure continued use of the company’s products by the customers. CSM acts as the company’s face thereby enhancing the good rapport with the customers.
  • The CSM collaborates with clients to develop critical goals. He also helps the clients achieve their aims. He achieves this by actively working with customers to get valuable information.
  • He is tasked with identification and development of upsell opportunities. His close relationship with clients enables him to identify their needs. This makes it easy for him to recommend new products to the clients.
  • The CSM communicates the needs of the customers in different departments in a company. He ensures that the customers’ problems are solved, and delivers the clients’ feedback to the relevant team.

Attributes of Customer Success Manager

  • A CSM must have the capacity to drive the continuous value of the company’s products. He achieves this by understanding the clients’ business, needs, challenges, and goals. By knowing how customers are using the business’ products, the CSM is able to maximize sales.
  • He must know how to work with different clients. Customers are different in the way they present their complaints to the company. The CSM should be able to work with and respond to the needs of the different customers.
  • He should be able to work with customers of all sizes. This means having the capacity to speak individually to each customer, or to a group.
  • He must possess strong communications skills. He should be able to communicate with clients effectively in writing or speaking. Verbal skills are necessary when presenting to a group of customers. Writing skills are essential when communicating with buyers through email or any other written medium.
  • The CSM must be detail oriented and excellent analytical skills. He should have good listening skills and be able to respond to the client’s queries.
  • He must be able to work with others but still be the self-driven. The work of CSM means working with other people in the company in ensuring all customer needs are met.
  • The CSM should be able to work in a multitasking environment and effectively adjust priorities when necessary. His job involves working to meet customer needs and ensure the company makes the best from the clients.
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 using artificial intelligence through textual or auditory methods.

Chatbots are usually used in dialog systems to help out customer services or information obtainment. The interaction between business entities and clients demanded a new way of contacting, and in 2011 this conversational application was invented. You can encounter a chatbot on web sites; social media and your own smart device – a tablet or cell phone.

Today, chatbots are developing in an even more futuristic way. The further builders tend to look far in the future – their new goal is creating more human-like bots, with particular personalities that would be able to recognize voice patterns and detect non-verbal lines for a smother conversation.

Examples of chatbots

1. Messenger from Facebook

If you thought this is a very complicated subject which you have never got in touch with, you are wrong. A very simple example of a chatbot is Facebook’s application to send and receive messages – Messenger. Besides its functionality on a basic level (communicating with friends), this app intends to turn into something more: a business messaging power plant. Its owners integrated peer-to-peer payments in 2015, so that business parties could interact with customers within the app.

The advantages of this action are obvious, you get the best of both worlds – you can get in touch with any company you would like to buy from directly from your phone. On the other hand, the company gets it all easier to find and increase the number of clients since communication has been eased to the limits. In other words, a company using this app not only gets more leads but succeeds in turning them into real opportunities.

2. Allo from Google

If you thought Messenger had no competition, take a look at Google’s new communication app – Allo. The app was released last year and has the usual neat features – privacy and self-expression. It has a Smart Reply feature – it’s able to understand the context of your personality and reply automatically. Another interesting component of Allo is @google – the digital AI assistant of the application. Thanks to this, the Allo bot can be extremely useful: the Google assistant can help you in any activity related to searching on the Internet. You can ask for an organization of your Gmail, get information about upcoming products on Google store, and ask to get directions.

Isn’t it nice to have your own assistant in the murky virtual world? In the meantime, you can also use the app as a regular messaging tool with all its features – stickers, photo options and even varying font sizes.

How to improve customer support with chatbots?

Since the websites of diverse companies have become a self-service area, it is of great importance that the services are easily provided. The chatbots evolution now makes it a piece of cake for entities to reply within minutes on basic questions, such as: “What time do you open?” or “Do you sell that model in plus sizes?” The auto reply function is revolutionary score in chatting with your customers. It’s faster, makes you available 24/7 and keeps loyal buyers on your side. Moreover, if a person wants to ask a non-fundamental question, you can react immediately and provide quality experience.

Careful use of chatbots

Chatbots may be a new and easy technology to communicate with your customers, but stay aware of the potential dangers concerning privacy policies, branding and data localization. You might need to pay attention to children’s protection and set your chatbot to recognize users at inappropriate ages. The best way to stay protected but in touch with your clients is to get to know them, what apps they use and how they communicate.

By doing so, you will arrange the best chatbot features and stay protected at the same time. This cheap but effective customer service may include some risks, but it is an optimal investment for the lifestyle of the 21 century.

Tools to create a chat for your company

There are a few tools available to start creating a chat for your business. They require more advanced knowledge in programming, others are simpler and do not require technical knowledge.

Chatfuel
Chatfuel is a tool that allows you to create a bot for Messenger, from Facebook. That’s right, you can create a bot to serve your customers through your company’s Facebook. Chatfuel does not require technical programming knowledge and is free.

Wit.ai
This tool allows the creation of a service bot through text or voice, for several platforms. It requires a bit more technical knowledge, but it’s all well explained. It is also free.

Api.ai
Api.ai is a chatbot creation tool that integrates with more than 10 tools. It is possible to integrate simple methods – one-click – or customized, for those who already have more experience. A free tool too.

Mybot.be
Mybot allows you to create chatbots in an easy and guided way, such as configuring software. It has an editor where you will be quoting as messages and interactions.

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 most advanced product, or because they are immune to competition, but because they have mastered the art of attracting and retaining customers. Further, it is estimated that it costs 500% more to acquire new customers than to retain old ones.

Hence, how can you achieve this customer loyalty?

Make customer loyalty core of your marketing strategy

A good marketing strategy starts and ends with customers. There are three core marketing strategies that a company can adopt to increase customer loyalty. These strategies are:

  • Limited- Time promotions

This refers to short- term promotional campaigns meant to capture customer’s attention. Promotion can take the form of price cut offs, amazing discounts or free items. Limited-time promotions work in the short term, but as a strategy to gain customer loyalty; it is the first and most effective stage. The trick here is to get many customers to test your product or step into your store.

  • Reward for purchase

Once you have attracted customers to the store, give them a reason to buy your products. The aim here is to get customers to keep coming back to the store, thus it is not a short-term strategy like promotions.

  • Points-based Reward program

This is the last step in this three step strategy. Here, customers should be enrolled in a loyalty program where they earn points for every purchase made. These points can be redeemed at a future date for money, free shopping or even holiday trips. Thus, you give customers a reason to come to your store every time since they are motivated to earn loyalty points.

Check with customers about their experiences and use their stories

According to entrepreneur.com, customer satisfaction is the main marketing strategy for attracting and retaining clients. One satisfied customer will recommend two potential customers to the company while a dissatisfied customer will tell six other potential customers about their bad experience with the company. Thus, a disgruntled customer can do a lot of damage to a reputation that took years to build.

Customer experiences tell you the level of your customer’s satisfaction and how you respond to the customer’s experiences tells those customers how much you value them. For instance, when you receive a complaint from a customer, how do you handle it? Do you apologize for the inconvenience? Do you try to make-up for the bad experience? Or do you blame the customer for the problem?

If you make it your objective to ensure that you meet and surpass customers expectations every time, then you can be sure to get repeat business from these customers as well as a recommendation. Use their experiences to try and improve service provision. For instance, when a customer complains about the long queue, put measures in place to increase the rate of service delivery. On the other hand, if a customer applauds something, build on it and make it even better. This way, your customers will feel valued and appreciated and you can be sure to gain customer loyalty.

Use the four stages of the Customer Loyalty loop

The modern day customer is more informed, has more choices and demands excellence. This is the foundation of Customer loyalty loop according to Mckinsey. The customer starts with many options and narrows down the options before making a purchase.

Let’s start by understanding the customer loyalty loop

Basically, this indicates the stages that customers go through when making a purchase decision. It starts by consideration stage whereby customers consider all the existing brands basing on information available to them. The next stage is the review stage during which customers add or subtract brands basing on new information acquired. The purchase stage is the point where customers make a decision to buy a product, and the last stage is the post-purchase stage where the customer evaluates the product to determine whether or not it meets their expectations.

What is the implication of this to customer loyalty?

Firstly, there is need to avail information about a product throughout the decision- making stages. Customers evaluate products basing on available information, thus putting out accurate, relevant and updated information about your brand increases the chance of making it to the next stage. Secondly, aggressive marketing is necessary to convince customers that your brand is the solution to their need/problem. The marketing campaign should emphasize on portraying the brand as the only solution to customer’s needs. Lastly and this is the most important in gaining customer loyalty, ensure that the brand or product meets and surpasses customers expectations. If you meet their expectations, you can be sure to earn their loyalty. In case the product falls short of expectations, there is a need to reassure the customers that they made the right choice. The last thing you need is customers feeling disappointed about your product during post purchase stage, as it will be impossible to convince such a customer in future.

Thus, whether you are growing or scaling for heights, customer loyalty is the make or break ingredient in your business. If you follow these simple strategies, you can be sure to gain some customer loyalty.

The Importance of Customer Life Cycle Management for your Bussiness

The Importance of Customer Life Cycle Management for your Bussiness

Customer life cycle management is required to customize an online experience over time. This is very important for your business growth. Understanding the client’s momentum is necessary for any company that aims to succeed.

The customer life cycle

Reach

It involves reaching out for prospects and make them aware of you product, brand or firm. As a marketer, you make them aware of your products and then assess the possibility of converting them to active customers. In this stage, you provide them with confidence , security or that they require to overcome any challenge that may prohibit them from becoming active customers.

Acquisition
After capturing your potential customer’s attention, your next objective as a marketer is to make them repetitive buyers. The way you communicate with your customers and the quality of your products will determine your success in converting them prospective or one time buyers to loyal customers.

Conversion
It is the stage where you convert the interested client into an actual customer.
It is advisable to establish a good relationship with the customer at this stage as this will have a long term effect in retaining the customer

Retention
It involves maintaining the relationship through establishing contact and communicating from time to time at this stage you do everything in your power to retain your relationship with your client

Loyalty
At this stage, your customer has become a pal and he recommends your brand to other consumers .It is important to note that not every customer will reach this stage and hence you should obtain few loyal customers at every product life cycle.

Stages of product life cycle and their impact

Introduction:
At this stage a product is introduced to the market for the first time. At this stage, the sales growth is usually slow. Early innovators or adopters are the primary buyers.
It affects the pricing decision as at this stage, prices are set higher in order to recover the cost of investment in the product. The level of promotion is high in the process of
making the product known.

Growth stage:
At this stage , the sales are quickly rising and copycat products are being introduced to the market. Early adopter and innovators are still buying the products and are joined by the followers.
It affects the pricing decision in that the prices are reduced to attract customers. The level of promotion is still high but the focus know is to make the customer know the benefit of buying from the company as opposed to competitors. The number of distribution outlets increases

Maturity stage:
At this stage, competition is fierce, sales are steady and it becomes difficult to determine the differences between rival products. The supply is more than the quantity demanded.
It impacts on pricing strategy as prices are stabilized to maintain market share. On promotional decisions, advertising major objective is to remind the customer of the existence of the given products. The business modifies the product to appear new.

Decline stage:
The sales decreases as a result of unfavorable change in the external environment such as technology or consumer preferences. At this stage, the product is removed from the market.
The prices are lowered to get rid of stock , the level of promotion trails off and the manufacturers drops the product from their offering.

Customer Satisfaction x Churn: How improve this relation

Customer Satisfaction x Churn: How improve this relation

The key to a good business is to make maximum profit. How do you maximise your profit? By keeping your customers so satisfied that they come to you over and over again. In the business industry, customer satisfaction is considered the key element when it comes to maximising your sales. Even though this is a key element, many businesses fail to keep their customers satisfied for long and end up having to shut down because of their sales drop.

What is Churn?

When a customer stops coming to you, this means that the customer has churned. The amount of customers that churn adds up to your good customer churn rate. The optimove defines customer churn as “when customers cease their relationship with their company.” Your customers lifetime value is important, and your customers churn rate impacts this head on. The longer your customer lifetime is, the more you can grow your business.

churn

In order for any business to run and prosper, it must first measure its customer retention rate. This not only helps companies when they’re allocating marketing and other costs, rather, also help the owner of the company to see whether he should invest more in the business or not. Failure to take measures and negligence on the business man’s part can lead to huge financial losses so it is always best to know what you’re selling and to whom you’re selling.

Lifetime customer value and customer churn rate go hand in hand. When calculating your churn rate you must first know that there are various ways in which your good churn rate can be represented. Following are 4 ways in which it can be represented:

  • Number of the customers lost
  • Percent of the customers lost
  • Percent of the recurring value lost
  • Value of the recurring business lost

How to calculate Churn?

The next step is to calculate accurately your churn rate. As broken down by churn-rate.com, this can be done by applying a simple formula. Let us say the clients you lost last quarter were “x” and the clients that joined your company are “y”. Then the formula that you’ll apply is:

(x) clients lost / (y) starting clients is equal to churn rate (percentage)

When you calculate accurately your churn rate, not only does this help you calculate accurately your customers lifetime value, rather, it is also directly proportional to the ability of your company to grow. Moreover, when tracking changes in the churn rate, companies can check to see if the policies or items that they introduced are working in their favour or not. Losing customers or clients clearly means they’re not helping as this is most important ever for most of the people due to this proper commodity that favors a number of across the world.

Customers satisfaction is very important because it provides business owners with a metric that they can use to manage and improve their business. Knowing your consumer is perhaps the first thing that you should do when you’re thinking about opening a business. This not only helps you identify your target audience, rather, it helps you reach out to your customers through indirect means which help them stick with your company for longer.

In order to retain customers, a business owner should always provide more and more incentives. Providing incentives can range from offering your customers better deals or offering them new terms, revising the contract, one that would encourage customer loyalty and help you keep your customers like bees to honey as this is most important ever for a number of people across the world.

Why is customer satisfaction important to control Churn?

Customer satisfaction is also important since it acts as a verifier of the fact that the customer would definitely come back to you again, it also acts as an indicator of consumer repurchase intentions. If you keep your customer happy and satisfied, he’s bound to visit again, and that helps in building customer loyalty. A loyal customer is definitely your best friend in the business industry and the more you have the more chances you have to expand and grow your empire.

Another reason why customers satisfaction is vital for a business is the fact that it reduces customer churn and in turn increased customer lifetime value. Benefiting your business to a great degree. It is also always better to retain customers rather than going out and finding new ones. Not only does acquiring new clients becomes a costly endeavour through intensive marketing, rather, it is harder to calculate the customer lifetime values of clients who are new and if you have a mobile clientele, you never know how long a customer is going to stick with you.

Now that we’ve talked about why customers satisfaction is very important, let us talk about how you can boost it. One of the major and easiest ways of boosting up your customer satisfaction is to interact and talk to your customers. Where many customers would just be concerned with the product itself and would want nothing to do with the company, many customers would want to reach out to your company for queries and helpful suggestions. These queries and suggestions not only help the customers but also help you in analysing where you should make changes in order to maximise customer satisfaction.

When you establish a contact base with your clients via emails/intermittent emails and the social media, you can actually ask your customers why they are planning on quitting with your company through customer feedback. When you ask outgoing customers on why they cancelled, you’re not only aware of why they cancelled but are also fully capable and informed to prevent the same from happening in the future with other clients.

Lastly, it is always incumbent that you avoid making decisions that would cost you a fortune which also include decisions that earn you bad PR. Even though you earn the spotlight for about a day or two but after that, every one moves on and you’re left with little or no customers since nobody wants to be affiliated with a company whose name is being tarnished everywhere.

10 tips to improve customer satisfaction

10 tips to improve customer satisfaction

How to improve customer satisfaction? This question is more common than you might think. The vast majority of companies are looking for ways to satisfy and meet their customers’ wishes.

If customer satisfaction is your goal, then great customer service will get you there.

customer-success-cover2

Here are ten simple things you can do to embed customer service into your business philosophy and day-to-day operations:

  1. Respond more quickly to emails

Agility is everything. With social media, this is the age of instant response. A one-day turnaround for e-mail is very slow!

Try to send an answer quickly – even if it is just to confirm that you received your email and set expectations for when they can get a proper response.

Your customer will feel valued.

  1. Listen to customer feedback

This is very important. Listen and read the customer feedback. This is the most efficient way to understand what customers are saying about you, your service or company.

  1. Provide multichannel support

“With newer communications channels such as social, mobile, web chat, and email becoming increasingly important to customers, companies must develop an omnichannel approach to their customer service in order to connect with customers on the channels they prefer to use. Multichannel support not only offers customers a seamless transition between channels; it also prevents them from having to repeat information they may have already provided to different call center agents, which can be both irritating to customers and potentially damaging to a company’s reputation.”

(Source: CallMiner)

  1. Share experiences through the company

You need do constant feedback throughout the complete customer service organization.  Every employee is listened to, and experiences are shared throughout the company.

Use this learning to improve all processes of your company.

  1. Never say no to a customer

Never! The customer is the most important people for your business.

If we ever have to say no, it’s a ‘Disney No’ – we turn a negative into a positive through freebies such as goodwill credit or free loyalty points.

  1. Be honest

Listen to your customers and educate them for better understanding. You can engage them more if you let them see the bigger picture and the background of some of your decisions So, you need be honest in all situations with your clients.

  1.  Personalize

Personalize everything you do, make sure the customer feels like he or she is the only one that matters. Use the customer’s name, refer to personal information and congratulate a customer on his or her birthday are good examples. Make them feel at home.

  1. Turn customer survey data into action

Data reflects the experiences your customers actually have with your company. Furthermore, data equips your company to take action.

You need analyze data and create a plan to evolve yout product or service.

  1. Focus on company culture

The best companies place a focus on culture. When the entire team is directed towards the same goal, customer satisfaction will be achieved more easily.

  1. Use NPS for identify customers sentiment

A simple and very effective way to find out the customers loyalty level is to send a questionnaire model Net Promoter Score (NPS). The NPS system has as a goal not only measure the customer satisfaction, but also to know if the customer likes your company so much that would recommend it to his friends.

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